Director, Client Success

Responsibilities Provide leadership, management, and oversight in the Client Success Organization. Lead front line teams and/or managers who are critical to providing strong service to customers, brokers, and partner areas. Develop strategic service solutions that meet diverse marketplace needs. Direct the day-to-day support for field services and direct support to Unum and Colonial Life sales teams, field agents, brokers and others across products, services, & segments. Manage internal and external customer expectations through project planning and partnering efforts throughout the corporation. Collaborate 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. Analyze, drive, and implement process improvements centered-around ease of doing business, service excellence, training, and knowledge management. Collaborate with inter-department key operations to ensure achievement of scorecard metrics, business continuity and forecasted/real-time adjustments to service model requirements. Communicate trends and root cause; create solutions to prevent future occurrences. Act as an advocate for the field offices by surfacing trends/sales barriers/service model breakdowns to appropriate partners. Recruit, lead, mentor, and provide development for assigned personnel to foster and create a strong work environment for an organization of customer facing employees and ensure strong leadership succession planning. Provide project support and resources for key strategic initiatives as both SME and decision maker. Implement and effectively manage organizational change. Communicate and build support for corporate mission and objectives. Identify and manage risks, resolve conflicts and remove barriers that impede the area’s ability to achieve goals and performance expectations. Provide direction and decisions to expedite resolution of field issues and support in policy decisions. Interface across levels and departments to mobilize commitment and ensure timely and appropriate assistance to mediate customer’s needs as well as ensure customer and client satisfaction and alignment with policies, procedures, goals, and objectives. Review, investigate, resolve, respond, and serve as the subject matter expert in resolution of service questions and issues from the field, as well as internal departments and external clients. Provide block management for over 75,000 customers of varying complexity, working with the field offices/management, Implementation, Underwriting, ICT and other Home Office areas to resolve problems and/or strengthen customer relations. Requirements 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 Benefits implementation and administration. Demonstrated 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. Excellent interpersonal, written, and verbal communication skills Demonstrated strategic thinking, problem-solving, conflict resolution, and negotiation 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. Strong knowledge and 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 processes, risk concepts and service model offerings. Strong interpersonal, collaboration, persuasion, communication, and negotiation skills – both written and verbal Strong interpersonal skills Travel as needed #J-18808-Ljbffr Jobtailor