[Hiring] Manager, Voluntary Benefits Claims @Unum

Role Description

This position provides leadership to professional level individuals and/or a staff of direct reports responsible for a team of employees that handle management of claims in a multi-disciplined environment. The incumbent will utilize business expertise and effective decision-making to implement strategic direction and guide their direct reports in delivering strong tactical management and initiative delivery.

This individual is responsible for supporting the delivery of complex strategic, transformational, and growth projects with the goal of achieving operational excellence and providing a superior experience for the customer. These projects typically involve alignment across multiple products, cross-brand leadership, cross-functional engagement, and/or digital transformation. This individual is expected to lead others in identifying and implementing change in support of the department’s strategic goals.

Principal Duties and Responsibilities

• Responsible for supporting the delivery of best-in-class customer experience for voluntary benefits ensuring strong overall customer satisfaction results.
• Manages leaders and/or individual contributors for multiple lines of business, products, and/or brands.
• Leadership of a diverse team, including all aspects of people management, selection, training, resource capacity, job design, career development, coaching and performance management.
• Attract, build, and strengthen exceptional leadership qualities at all levels of the organization.
• Ensures quality and holds others accountable for accurate adjudication of assigned claims according to contract/plan provisions, established procedures, state regulations and appropriate risk management.
• Perform file reviews and completes payment approvals per claim manual/practice protocols.
• Establish strong, effective, and collaborative partnerships with key business area leaders, project managers and subject matter experts.
• Monitor spending to ensure the department remains within budget while identifying opportunities to increase operational efficiency.
• Monitor results and trends, address issues/concerns that could impact profitability; report concerns that extend beyond span of control.
• Identify and implement ongoing customer service, productivity, and quality enhancements in a fast-paced environment.
• Responsible for championing a cultural change towards a customer centric organization.
• Perform other duties as assigned.
• May serve as back up for Director/VP during absences.

Supplemental Duties and Responsibilities

• Tracks, measures, reports, and evaluates external partner performance against agreed standards.
• Collaborates with external partners on training, workflow changes, and implementation.
• Ensures external partner compliance with company and department policies.
• Support the sales organization in acquiring and retaining business.

Qualifications

• College degree preferred plus 5-7 years of increasingly responsible management experience.
• Proven demonstration of strong leadership skills.
• Proven ability to excel in a fast paced, changing, dynamic environment.
• Excellent relationship and communication skills.
• Significant customer service orientation with a focus on continuous improvement.
• Excellent analytical, problem solving, time management and decision-making skills.
• Ability to implement and drive change.
• Proactively identify and advocate for areas of opportunity and implement solutions.
• Ability to think conceptually, handle ambiguity, solve complex problems, and make thoughtful recommendations.
• Ability to travel approximately 20%.

Preferred

• Project management skills.
• Risk management experience.
• Related professional designations.
• Claims experience, both product and system.
• Knowledge of employee and voluntary benefits industry.

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.