Job Posting End Date: October 15
General Summary: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. Additional complexity and breadth contribute to the overall accountability of the job.
- Leadership of a diverse team, including all aspects of people management, selection, training, resource capacity, job design, career development, coaching and performance management that creates a high-performance operating environment.
- 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 to identify specific business opportunities or to address business needs or problems and help build effective solutions.
- 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; act or recommend solutions as appropriate.
- Identify and implement ongoing customer service, productivity, and quality enhancements in a fast-paced environment. Coach and develop others to do the same.
- Responsible for championing a cultural change towards a customer centric organization, focused on end-to-end customer experience, operational excellence, process management, and efficiency.
- Perform other duties as assigned.
- May serve as back up for Director/VP during absences.
Supplemental Duties and Responsibilities (as assigned):
- Tracks, measures, reports, and evaluates external partner performance against agreed standards ensuring to address all concerns timely.
- 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. Includes support in RFPs, participation in customer finalist presentations, broker education and training and the development of effective sales/marketing materials.
Job SpecificationsRequired
- College degree preferred plus 5-7 years of increasingly responsible management experience
- Proven demonstration of strong leadership skills, including ability to guide others in setting direction, monitoring performance, and initiating and communicating changes in direction as needed.
- Proven ability to excel in a fast paced, changing, dynamic environment by applying change management practices to support and drive change throughout the organization.
- Excellent relationship and communication skills with ability to influence, motivate, and collaborate with internal and external partners across all levels and geographic markets to achieve goals and maintain results.
- Significant customer service orientation with a focus on continuous improvement to drive a best-in-class experience.
- Excellent analytical, problem solving, time management and decision-making skills.
- Ability to implement and drive change, including demonstrated experience and knowledge of change management principles
- Proactively identify and advocate for areas of opportunity and implement solutions.
- Ability to think conceptually, handle ambiguity, solve complex problems, and make thoughtful recommendations that will deliver tangible results. Proven track record of developing others to do the same.
- 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
Existing remote workers are eligible To apply
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The base salary range for applicants for this position is listed below. Unless actual salary is indicated above in the job description, actual pay will be based on skill, geographical location and experience.
$75,500.00-$142,700.00
Additionally, Unum offers a portfolio of benefits and rewards that are competitive and comprehensive including healthcare benefits (health, vision, dental), insurance benefits (short & long-term disability), performance-based incentive plans, paid time off, and a 401(k) retirement plan with an employer match up to 5% and an additional 4.5% contribution whether you contribute to the plan or not. All benefits are subject to the terms and conditions of individual Plans.
Company:
Unum
