Director, Client Service

DescriptionUnum is a company of people serving people. As one of the world's leading employee benefits providers and a Fortune 250 company, Unum helps protect more than 25 million working people and their families in the event of illness or injury. Headquartered in Chattanooga Tennessee, Unum has significant U.S. operations in Portland, Maine, Worcester, Massachusetts and Glendale, California with 35 field offices nationwide. Principal Duties and Responsibilities:Efficiently recruit, manage and develop a staff responsible for the following support to all levels of the Field Office as needed below:Implementation of new business post-Financial Recognition through contract and bill issueEffective execution of all processes to ensure a successful Enrollment eventOngoing servicing of inforce customers, with appropriate collaboration with field and Fulfillment partnersField Sales and Client Management inquiry resolutionConsultation services for Field and internal partners Embrace and lead change to improve workflow, enhance customer service and reduce operating costsLeverage strong internal partnerships to find service resolutions and make it easy for our customers to do business with UnumInstill a sense of urgency in others and ensure that field partners, brokers and customers 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 developedOversee and implement creative training and quality strategies to ensure team is knowledgeable and customer focusedProactively identify and research problems or trends and develop and implement resolutionsProject management of assigned projectsPartner with other business areas to identify and resolve issues and implement new and improved workflow processes; working with our Field Process and Systems Support TeamKeep abreast of Business and workflow changes in all supported organizations and implement workflow changes accordinglyEnsure that the highest level of quality is maintainedProvide that statistical goals are metAdhere and practice daily to the Client Sercives Center Commitment Operating Objectives.Perform other duties as assignedQualifications4 year college degree or equivalent experience required5-7 years experience managing in a related complex customer service environment requiredStrong knowledge of the insurance business, the company's operating structure, product offerings, external drivers and corresponding workflow processesStrong understanding of market dynamics with ability to favorably position and represent Unum to external constituents preferredDemonstrated commitment to customer service and quality improvement methodsTechnical and Project management experience strongly desiredProven ability to autonomously identify and research problems and then develop and implement solutions through influencing and negotiationStrong 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 prioritiesProven leadership and people management skills, including coaching & development of other managersAbility to effectively work in a team environment with solid team building skillsOutstanding interpersonal, verbal and written communication skillsVersatility/adaptability with proven ability to lead changeMay require occasional travelMeets the standards for this position, as defined in the Talent Management frameworkUnum offers world-class training and development, generous compensation and benefits packages, and a culture built on employee ideas. Unum provides equal employment and advancement opportunities for all employees regardless of a person's race, color, religion, national origin, age, disability, military status, gender, sexual orientation, gender identity or expression.