[Hiring] Director, Client Engagement @Unum

Role Description

The Director, Client Engagement leads the Long Term Care (LTC) Client Engagement team that supports our group and/or individual policyholders, with a primary focus on developing and executing strategic engagement initiatives in line with Unum’s closed block LTC strategy.

• Acts as a strategic partner across the Home Office, Field leadership, and broker organizations.
• Ensures alignment on engagement priorities and advances a proactive, education-focused approach to managing client needs.
• Identifies emerging trends, shapes & implements scalable engagement strategies, and influences cross-functional decisions to drive appropriate risk-based outcomes.
• Oversees the evolution of the Client Engagement model and leads a team of professionals.
• Ensures strong capability, accountability, and alignment to business priorities.
• Delivers consistent, high-quality outcomes that support enterprise goals through cross-functional collaboration and leadership of strategic initiatives.

Qualifications

• Bachelor’s degree or equivalent experience required.
• 5+ years’ experience managing in a related complex customer service environment required.
• 5+ years management experience preferred.
• Strong knowledge of the insurance business, the company's operating structure, product offerings, external drivers, and corresponding workflow processes.
• Strong understanding of market dynamics with ability to favorably position and represent Unum to external constituents preferred.
• Demonstrated commitment to customer service and quality improvement methods.
• Ability to alter style or approach according to different situations and individual needs.
• Technical and Project management experience strongly desired.
• Strong collaboration skills; demonstrated ability to partner at all levels with cross-functional business areas on both strategic and tactical levels to achieve results with multiple and diverse priorities.
• Critical thinking; ability to problem solve complex issues.
• Ability to manage and develop people remotely.
• Proven leadership and people management skills, including coaching and development of other managers.
• Ability to effectively work in a team environment with solid team building skills.
• Effective communication with field, brokers, and customers.
• Versatility/adaptability with proven ability to lead change.
• May require occasional travel.

Requirements

• Efficiently recruit, manage, develop, and motivate a team responsible for supporting all levels of the Field Office, brokers, and clients as needed.
• Ownership for certain aspects of servicing of in-force customers, with appropriate collaboration with field and partners outside of own business area.
• Creating, testing, and refining new approaches to our strategy to improve overall performance and sharing best practices.
• Embrace and lead change to improve workflow, enhance customer service, and reduce operating costs.
• Leverage strong internal partnerships to find service resolutions and make it easy for our clients to do business with Unum.
• Instill a sense of urgency in others and ensure that field partners, brokers, and clients are getting the level of responsiveness and service they expect.
• Provide strategic direction to team and partners as new processes, products, systems, or platforms are developed.
• Ensure collective ownership of talent effectiveness across the teams with accountability for candid exchange of feedback that motivates and rewards high performers and ensures calibration of assessment.
• Identification of trends within teams and oversee the consistent implementation of creative strategies (e.g. training) to ensure team is knowledgeable and customer-focused.
• Proactively identify and research problems or trends and develop and implement resolutions independently or partnering with internal connects as needed.
• Participate in a strategic leadership capacity in the analysis, design, development, and delivery of Home Office driven projects.
• Initiate and drive continuous improvement efforts around key business processes.
• Keep abreast of Business and workflow changes in all supported organizations and implement workflow changes accordingly.
• Ensure that the highest level of quality is maintained.
• Perform other duties as assigned.

Benefits

• Award-winning culture.
• Inclusion and diversity as a priority.
• Performance Based Incentive Plans.
• Competitive benefits package that includes: Health, Vision, Dental, Short & Long-Term Disability.
• Generous PTO (including paid time to volunteer!).
• Up to 9.5% 401(k) employer contribution.
• Mental health support.
• Career advancement opportunities.
• Student loan repayment options.
• Tuition reimbursement.
• Flexible work environments.
• *All the benefits listed above are subject to the terms of their individual Plans.