Senior Director, Unemployment Cost Management

Experian • Schaumburg, IL

43d • Remote

About The Position

As the world of work evolves, human capital management must keep pace. Employers have been looking for scalable, client-focused alternatives. In response, Experian has brought together the industry's experts to offer a suite of specialized solutions delivering unmatched service, trusted experience, and client-inspired innovation. We are keeping the focus and flexibility employers value in boutique providers and adding the resources and security of Experian. The Senior Director of Unemployment Cost Management will lead the Unemployment Management Delivery Service, being a trusted partner with a broad range of team members at all levels. You will report to Experian's Vice President Delivery and Fulfillment. Your role will involve:

Requirements

• An unemployment industry expert with 10+ years of experience, who has a thorough understanding of the intricacies involved in the UI industry
• 8+ years of proven leadership experience in unemployment management or relevant operations area
• 10+ years of experience in processing claims, coordinating and representation at unemployment hearings, UI State Integrity laws and prior experience with managing a diverse group of tenured and experienced unemployment professionals
• Ability to support and grow the existing team and be a driving force in their continued success
• Must have an understanding of the State Information Data Exchange system (SIDES) program
• Experience leading an Operations function, demonstrating a breadth and depth of operational service delivery management expertise focused on service quality, people, process, and technology
• Strong partnering and influencing skills - Ability to work with a broad cross-functional team, understand their needs and ensure an optimal business and technology solution
• Ability to effectively impart information in a broad range of ways from individual conversations to broad online training, from junior employees to senior leadership
• Customer-focused mindset to ensure consistent delivery of customer-centric solutions
• Ability to work with a team by communicating, building cross-functional relationships, listening, and remaining focused on client satisfaction
• Excellent organizational and project management skills
• Bachelor's degree, MBA, or relevant Master's Degree preferred

Nice To Haves

• Experience with Salesforce.com preferred

Responsibilities

• Leading and managing the Unemployment Claims Management team to achieve individual, team, and company goals
• Maintaining continued improvements of the unemployment claims processing system to drive automation and customer-facing enhancements
• Leading and managing the team who facilitates strong execution of power of attorney documents on behalf of clients; provides proactive review and analysis to maximize program effectiveness
• Establishing, building relationships, and collaborating with internal teams such as Customer Success, Product, Implementation, Sales, Finance, and Marketing
• Establishing, building relationships, and collaborating with external partners such as our clients, NASWA, and individual state workforce agencies (SWAs) and supporting them various ways
• Communicating at all levels to deliver high-quality client service consistent with Experian operational standards and practices
• Independently tackling multiple tasks and managing responsibilities for self and team(s)
• Consistently achieve productivity and performance measurements
• Leading change, anticipating how other teams might be impacted, utilizing effective change management tools and processes, and facilitating scoping and process with them
• Assessing client needs and ensuring that the correct service team is put in place to develop a customized partnership with each client
• Leading the Unemployment Client Delivery Team currently consisting of 100 staff members who provide industry-leading customer service to ensure timely and accurate processing of unemployment claims and coordination and representation of unemployment hearings for a large volume of Fortune 500 Companies

Benefits

• Great compensation package and bonus plan
• Core benefits including full medical, dental, vision, and matching 401K
• Flexible work environment, ability to work fully remote, hybrid or in-office
• Flexible time off, including volunteer time off, vacation, sick, and 12-paid holidays

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Administrative and Support Services
• Number of Employees: 501-1,000 employees