other
Posted 1 weeks agoDirector, Client Success
at Unum Group
United StatesOn-site
Responsibilities
- Collaborates with internal and field partners to drive persistency objectives, facilitate a feedback/adjustment model, develop, and implement strategic initiatives that improve CSAT, operational effectiveness and service quality.
- Collaborates with inter-department key operations to ensure achievement of scorecard metrics, business continuity and forecasted/real-time adjustments to service model requirements.
Requirements
- Uses high level of technical understanding to interpret technical issues for the business and sustain credibility with IT.
- Provides block management for over 75,000 customers of varying complexity, working with the field offices/management, Implementation, Underwriting, ICS and other Home Office areas to resolve problems and/or strengthen customer relations Job Specifications Bachelor’s degree preferred or equivalent
- experience required Proven ability as a service leader with a track record of delivering strong customer service.
- Ability to interact effectively with different audiences on both a strategic and tactical level.
- Strong technical aptitude – ability to utilize and leverage technology and systems including understanding Unum’s legacy systems and their impacts to partner organizations. 3-5 years of management
- experience in a fast-paced, complex business environment. Comprehensive knowledge of and experience with Group
- experience in leading, engaging, motivating, and driving teams to higher level of performance and collaboration.
- Demonstrated ability to lead and manage multi-disciplinary operation cross-site/virtual team Proven planning and organizational skills.
- Proven ability to manage multiple concurrent priorities, understanding the impacts of each, making effective decisions based on sound information, and delivering optimum internal/external solution.
- experience with customer service for external (brokers, TPAs, customers) and internal customers. Strong project management skills required, broad
- experience in organizational development and process design Strong understanding of and ability to take action to deliver on key business metrics/indicators/trends Skilled in resolving conflicts in an open and positive manner Proven ability to make sound/objective business decisions and deliver results Solid understanding of the service needs and financial impact to service levels Strong knowledge of the insurance business, the company’s operating structure, product offerings corresponding workflow