Manager, Market Conduct

Unum | Portland, ME

Posted Date 9/12/2019
Description Job Posting End Date: 10/10

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 36 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 position is accountable for market conduct and regulatory functions, including working as needed on regulatory issues, audits, examinations, complaints, investigations, directives, filings/reports and analysis. This position’s management of market conduct examinations and audits includes documenting findings and corrective action plans.

The Incumbent is also accountable as warranted for working with business areas to respond to claim and non-claim related complaints in a timely manner. Responsibilities include alerting management and/or compliance partner of any compliance issues or potential compliance issues. This position may be responsible for acting as a technical resource, coach and mentor for job development.

The position provides regulatory feedback, regulatory trend analysis and metrics reporting to ensure that existing or potential regulatory issues are promptly and accurately identified, communicated and addressed, particularly in light of DOI market analysis of regulatory issues and complaints used as a key trigger for examinations.

This position works closely with and as part of Regulatory Affairs team, including regulatory counsel, and interacts with compliance functions, regulators, business areas and others in the enterprise to support the complaint process.

Principal Duties and Responsibilities

  • Leads efforts to obtain information for market conduct exams, inquiries or investigations from state departments of insurance, coordinating and consulting with other areas to report to state insurance departments or examiners by applicable due date.
  • Obtains and reports NAIC Market Conduct Annual Statement information, including analyzing MCAS data compared to previous years and securing any explanations necessary to support any changes or concerns.
  • Coordinates, prepares and submits required regulatory reports and responses to regulatory directives, bulletins, data calls, surveys and inquiries.
  • Documents, monitors and reports regulators’ requests for information and criticisms, including any related corrective action plans.
  • Coordinates and documents response to market conduct questions or criticisms.
  • Partners with compliance function and business areas to develop and implement corrective action plans.
  • Establishes and maintains productive relationships with compliance function, business areas, enterprise contacts and regulatory authorities, including being primary contact for market conduct examiners and primary communicator of corporate positions or explanations.
  • Serves as primary liaison with state Departments of Insurance regarding complaint issues.
  • Holds or shares independent responsibility for responding to non-claim related complaints, including monitoring and analyzing complaints for trends that indicate a customer service issue, product/contract problem, agent issue or other gap in business processes and works with business areas to address and resolve identified gaps.
  • Produces and distributes or contributes as necessary to the production of monthly, quarterly and annual complaint reports to compliance, business and/or board audiences.
  • Timely and accurately reports or contributes to Regulatory Affairs’ creation of reports of complaint information to state insurance departments as required.
  • Contributes as necessary to the Company’s implementation of new legislative changes affecting the company’s complaint practices, partnering with peers in the enterprise to promote and/or revise corporate complaint handling processes as needed.
  • Works as member of Regulatory Affairs’ regulatory team, including by partnering with Regulatory Affairs’ regulatory counsel in the identification, resolution and/or mitigation of existing and/or potential regulatory issues as they arise.
  • Partners with Regulatory Affairs’ regulatory counsel and outreach on non-routine communications with regulators or their counsel generally and regarding market conduct, complaints and inquiries specifically.
  • Advises manager of regulatory concerns, trends and possible corrective actions/barriers for consideration by larger regulatory team and consideration of next steps, including any related communication, where appropriate.
  • Coordinates with manager to ensure consistent, thorough and timely regulatory communications.
  • Advises and consults on matters that pertain to regulatory and compliance issues.
  • Partners with compliance and/or business functions to identify any training needs resulting from or related to complaints and assist with any necessary training as needed.
  • Represents the company and acts as an expert with respect to compliance matters to regulatory agencies.
  • Represents the company at industry meetings or meetings with state Departments of Insurance to promote a positive image of the corporation, gain knowledge of industry trends and report potential issues and/or opportunities for improvement.
  • May perform other duties as assigned

Job Specifications

  • Bachelor’s degree or equivalent
  • Expert written and oral communication skills
  • Minimum of 4-6 years’ related experience working in or with the insurance regulatory process or environment
  • Strong organization/prioritization skills
  • Managerial experience and/or proven success managing teams or projects
  • Broad understanding of the insurance market and state insurance department functions
  • Knowledge of state insurance laws and regulations
  • Strong analytical and problem solving skills
  • Proven ability to research various areas and gather relevant information and positively impact project delivery with solution recommendations and implementation
  • Broad knowledge of the Company’s products, business processes and functional area responsibilities
  • Extensive technical skills including excel, access and power point


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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