Director, Operational Effectiveness

Unum | Portland, ME

Posted Date 3/15/2019
Description Job Posting End Date: 04/12

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:

This program leadership role will develop and manage a work outsourcing solution to resolve our seasonal work pressures. This position will also look for opportunities to leverage vendor support for other high transaction/low complexity work. This role will also mange the external vendor relationship post implementation.

This individual is accountable for leading and delivering complex strategic, transformational, and growth projects with the goal of achieving a superior experience for the customer and operational excellence.

Focus will be primarily on large scale, transformational opportunities. The incumbent will work closely with senior leadership and management stakeholders to prioritize and align business opportunities with strategic goals of the company and then deliver on those opportunities via targeted projects. This individual is expected to lead, execute, and implement change and shares ownership with senior leadership for achieving goals and objectives for these projects. These initiatives and solutions support business strategic goals, are centered around the customer experience, and produce market share, top line growth and bottom line results.

This role requires technical skills, analytical skills, and understanding of multiple business areas and functions, balanced with ability to clearly and concisely communicate with management across all levels of the organization.

Principal Duties and Responsibilities

  • Deliver measurable and transformative business and operational strategy solutions:
    • In partnership with manager, drive large transformational projects (cross functional teams) for various business areas across the enterprise (UUS and CLA) to design and implement business strategic and operational service model and process changes
    • Research, analyze, and synthesize significant amounts of information to quantify business opportunities and issues to develop strategy and recommendations
    • Develop and implement change management plans
    • Identify, advise and deliver on solutions to complex problems, requiring a high degree of ingenuity, creativity, and innovation
    • Develop implementation plans and partner with the business to ensure successful implementation
  • Continually evaluate and learn new tools, processes or approaches to further improve existing methodologies
  • 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
  • Responsible for championing a cultural change towards a customer centric organization, focused on end to end customer experience, operational excellence, process management, and efficiency, including training managers and employees
  • Perform other duties as assigned

Job Specifications

  • BA/BS required, MBA preferred
  • 5+years experience in business consulting or a transformation role, to include working with customers
  • Extensive experience managing large, broad cross functional projects
  • Passion for enabling highly effective management and leadership processes and driving organizational change


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.

Geographic Region
Greater Portland/Casco Bay
Insurance | Management

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