Vice President, Client Success Onboarding

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:

Benefits

• 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:

This position is the strategic business leader with overall responsibility for design, development and execution of the Company’s comprehensive implementation strategy for new and existing cases spanning all segments and products. Working in concert with cross functional teams and key segment leaders, the role will focus on creating the optimal customer implementation experience through work which delivers on several strategic focus areas including, but not limited to, Broker Connect, small case strategy, complex case implementation, HR Connect, Total Leave, and including the growing dependence on deep technical integrations through data exchange and partner platforms. Key success factors for this role are development and delivery of programs, approaches, and processes that drive customer satisfaction scores while lowering unit costs through an enhanced digital experience, alternate sourcing strategies, and other levers.

Principal Duties and Responsibilities

• Responsible for delivery of best-in-class client experience in the area of onboarding for all UUS market segments, growth platforms and products with increased focus on strategic growth investment areas of HR Connect, Broker Connect and Total Leave.
• Lead efforts to deliver a future state vision and path toward Onboarding excellence incorporating the changing customer needs and technology landscape across the various segments.
• Ensure alignment with seamless end to end experience for small case strategy, Broker Connect, MyUnum and large case segment including HR Connect and Total Leave.
• Engage and inform regularly with P&L leaders, Venture Owners, and other key leaders to understand the growth strategies supported by Onboarding and ensuring the operation is set up for delivering successfully and efficiently on the customer expectations.
• Identify and execute on opportunities for process improvement and improved operational excellence to have a direct impact on the efficiency and profitability of all onboarding activities.
• Deliver significant improvement in data feed customer and partner satisfaction with focus on future state and resulting in reduced set up time, decreased data errors, reduced kickouts and reduced SR into Ask Unum/Client Services.
• Close partnership with key strategic segment leaders and Platform Partnerships for alignment with growth and ability to execute operationally and a healthy continuous feedback mechanism for improvements.
• Principle business owner working in partnership with Change Leader in DTO to drive needed process and technology funding and execution to support the onboarding organization and strategic initiatives.
• Drives strong partnership with offshore partners and Ireland Unum to achieve agreed upon SLA’s and opportunities for growth.
• May perform other duties as assigned.

Job Specifications

• Bachelor’s degree preferred or equivalent business experience
• Deep knowledge of employee benefits industry with 15+ years of experience.
• In depth knowledge and understanding of UUS small case, core & NCG sales distribution process, US Strategic initiatives, and structure as well as Client Success.
• Ability to identify market trends and needs; develop, execute, and appropriately communicate solutions, both internally and externally.
• Able to design and execute on a vision that brings together technology, streamlined processes and people to create an exceptional client experience and delivers efficiencies and unit cost management.
• Understanding and experience leading an organization through use of Lean tools and technology innovations to create a culture of continuous improvement, efficiency, and change management
• Strong leadership qualities, including demonstrated ability to build strategic alignments with internal constituents and external vendor partners.
• Proven strong influencing and collaboration skills.
• Excellent communication skills.
• Bachelor’s degree or equivalent industry experience.

Company: Unum