AVP, Client Support

When you join the team at Unum, you become part of an organization committed to helping you thrive.

Here, we work to provide the employee benefits and service solutions that enable employees at our client companies to thrive throughout life’s moments. And this starts with ensuring that every one of our team members enjoys opportunities to succeed both professionally and personally. To enable this, we provide:

• Award-winning culture
• Inclusion and diversity as a priority
• Performance Based Incentive Plans
• Competitive benefits package that includes: Health, Vision, Dental, Short & Long-Term Disability
• Generous PTO (including paid time to volunteer!)
• Up to 9.5% 401(k) employer contribution
• Mental health support
• Career advancement opportunities
• Student loan repayment options
• Tuition reimbursement
• Flexible work environments

*All the benefits listed above are subject to the terms of their individual Plans.

And that’s just the beginning…

With 10,000 employees helping more than 39 million people worldwide, every role at Unum is meaningful and impacts the lives of our customers. Whether you’re directly supporting a growing family, or developing online tools to help navigate a difficult loss, customers are counting on the combined talents of our entire team. Help us help others, and join Team Unum today!

General Summary:

Principal Duties and Responsibilities

• Develops and maintains client support processes and infrastructure that enables the client-facing roles to be effective in a dynamic environment. This includes strategizing, influencing for, and executing on the people, process, and technology enhancements required to support the client support teams.
• Develop processes and tools to support consultative discussions with clients in the post-go-live phase to ensure smooth implementation of services across both platforms.
• In partnership with P&C, builds and executes on effective talent sourcing, training, and talent readiness with the skills necessary to support our customers in either platform.
• Lead and manage a high-performing team focused on enablement programs with high expectations on delivering business value.
• Collaborates with internal partners such as operations and Service Delivery Directors to address escalated client issues. May also engage directly with external customers when requested for strategy discussions and service escalations requiring leadership involvement. Oversee the execution of client digital adoption programs inclusive of understanding and problem solving on client challenges to adoption, tracking and measuring overall client digital adoption KPIs.
• Responsible for developing and implementing change enablement plans, including championing a cultural change towards a digital centric organization, focused on end-to-end customer experience, operational excellence, forward looking insights, process management, and efficiency.
• May perform other duties as assigned.

Job Specifications

• Bachelor’s degree required, Master’s preferred
• 10+ years of relevant industry experience
• In depth knowledge and understanding about absence management including regulatory complexities and market needs for best-in-class experience.
• Ability to identify market trends and needs; develop, execute and appropriately communicate solutions, both internally and externally.
• Demonstrated experience in leading and working with cross functional teams to deliver desired outcomes.
• Strong negotiating, influencing and facilitation skills.
• Experience leading process, program and KPI development, using change and program management skills.
• Strong interpersonal skills.
• Strong partnership collaboration, stakeholder management and communication skills.
• Demonstrated strategic thinking with ability to translate into meaningful actions.
• Ability to create a vision, drive change, promote followership in a dynamic environment.
• Track record for attracting, retaining, and developing exceptional talent.

~IN1

#LI-RA1

Unum and Colonial Life are part of Unum Group, a Fortune 500 company and leading provider of employee benefits to companies worldwide. Headquartered in Chattanooga, TN, with international offices in Ireland, Poland and the UK, Unum also has significant operations in Portland, ME, and Baton Rouge, LA - plus over 35 US field offices. Colonial Life is headquartered in Columbia, SC, with over 40 field offices nationwide.

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.

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.

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.