Director, Servcie Operations

Director, Servcie Operations


Director, Servcie Operations

Detalles de la oferta

Job Posting End Date: 01/13 Unum is a company of people serving people. As one of the world's leading employee benefits providers and a Fortune 500 company, Unum's financial protection benefits help protect more than 33 million working people and their families from the financial impact of illness or injury. Unum's three distinct, but similarly focused US businesses - Unum US, Colonial Life, and Starmount Life - are each a market leader in making disability, life, accident, critical illness, dental, and vision insurance accessible in the workplace. Headquartered in Chattanooga, Tennessee, Unum has significant US operations in Portland, Maine, Worcester, Massachusetts, and Glendale, California with over 35 field offices nationwide. Colonial Life is headquartered in Columbia, South Carolina with over 40 field offices nationwide. Starmount Life is based in Baton Rouge, Louisiana, and is the dental and vision center of excellence for Unum in the US. General Summary:The primary role of this position is to provide leadership, management and oversight in the Service Operations organization, specific to the operational components, in accomplishing defined business objectives concerning the development and implementation of enrollment and billing solutions and services for a $4.5 billion line of business covering Group, Simply Unum and Voluntary Benefits. Specifically, this position will lead teams of managers who are leading teams of knowledgeable employees who are critical to providing strong service to customers, brokers and partner areas. The responsibilities for this position are broad and diverse to include, enrollment, policy issue, billing setup, premium application and account management for new and inforce cases as well as individual policyholders. This position will require a strong cross functional partnership with other service centers, field and Client Service teams, and external vendors and partners including, enrollment firms, benefit administration providers, employers and TPA's. Principal Duties and Responsibilities - Recruit, lead, mentor and provide development for 2-5 Manager level positions and other assigned personnel to foster and create a strong work environment for an organization of up to 60 employees and ensure strong leadership succession planning. - Help create a vision through strong innovation and strategic leadership to provide present and future direction and goal setting - Ensures that operation provides consistent and quality account services for $4.4 billion dollar block of business with anticipated annual growth of 5 to 10%. - 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 - Serves as the home office relationship manager for external enrollment firms, providing access to cross-functional areas within Unum for issue resolution, delivering key communications and messages. - As business owner of the enrollment technology tools (inclusive of , Hosting, ADI, Benefits Administration, kits pre-enrollment websites and template system) lead cross-functional team of IT, Project Managers and Business Managers to deliver on enrollment technology solutions, inclusive of learn materials, receipt of application and issuance of policy. - Establish and manage the enrollment product release management strategy. Accountable for negotiating competing priorities, defect resolution and ensuring flawless execution of enrollment technology releases. - Effectively develop relationships and negotiate strategically with external enrollment firms regarding enrollment and benefits administration technology solutions. - Develop and execute communication protocols to market enrollment and benefits administration technology solutions to internal and external partners. - Initiates and drives continuous improvement efforts around key business processes utilizing technology as a key enabler. - Fiscal responsibility for $34 million dollar operational budget - Leads staff in a variety of competencies (project management, work process evaluation, people development, leadership behaviors). - Creates and delivers prospective customer and broker presentations which can be presented in the Home Office or require travel to other locations - Acts as a project leader for assigned project/initiative efforts - May perform other duties as assigned Job Specifications - BA/BS and/or MBA degree required - Five to 10 years previous management experience required - Previous experience in supplemental and group insurance beneficial - Demonstrated ability to lead, develop and manage others. Motivates and holds team accountable for delivering results - Proven thought leadership, innovation, and behavioral management experience - Exceptional interpersonal, verbal and written communication and proven ability to communicate with all levels of employees and leaders - Exceptional customer service skills - Ability to negotiate/persuade and solve problems effectively - Exceptional collaboration skills with internal and external constituents - Basic accounting/math principles experience - Professional designations beneficial, e.g. FLMI - Strong change management orientation - Ability to work effectively and independently with limited supervision Unum and its family of businesses offer world-class training and development, generous compensation and benefits packages, and a culture built on employee ideas. Unum is an equal opportunity employer, considering all qualified applicants and employees for hiring, placement, and advancement, without regard to a person's race, color, religion, national origin, age, genetic information, military status, gender, sexual orientation, gender identity or expression, disability, or protected veteran status. Company: Colonial Life A Fortune 500 company, Unum's family of 10,000 employees spans three countries and dozens of office locations. Our employees focus each day on delivering financial protection benefits to millions of workers and their families when they need it most. The Unum enterprise includes Unum in the U.S. and U.K., Colonial Life and Starmount Life Insurance - each a market leader in making disability, life, accident, critical illness, dental and vision insurance accessible in the workplace.

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