Director, LTC Client Engagement

This is a fully remote position, open to applicants in Maine, +2 more states.

📋 Description

• Lead the Client Engagement team for Long Term Care, serving both group and individual policyholders.

• Develop and implement strategic engagement initiatives that align with Unum’s closed block LTC strategy.

• Collaborate with Home Office, Field leadership, and broker organizations to synchronize engagement priorities.

• Promote a proactive, education-driven approach to addressing client needs.

• Recognize emerging trends and design scalable engagement strategies accordingly.

• Influence cross-functional decisions to achieve suitable risk-based outcomes.

• Oversee the transformation of the Client Engagement model.

• Recruit, manage, develop, and inspire a team that supports Field Offices, brokers, and clients.

• Manage the servicing of in-force customers in collaboration with field and external partners.

• Create, test, and enhance strategic methods to boost performance and share best practices.

• Drive change to enhance workflow, customer service, and operational costs.

• Resolve service issues through internal partnerships and streamline the business process with Unum.

• Ensure field partners, brokers, and clients receive the expected level of responsiveness and service.

• Provide strategic guidance as new processes, products, systems, and platforms are developed.

• Enhance talent effectiveness, feedback, performance evaluation, and recognition.

• Identify team trends and implement strategies, such as training, to ensure knowledgeable, customer-centric teams.

• Research issues and trends, and implement solutions independently or collaboratively.

• Engage in Home Office project analysis, design, development, and delivery.

• Promote continuous improvement in key business processes.

• Monitor changes in business and workflow, and implement necessary workflow adjustments.

• Maintain the highest level of quality in all operations.

• Perform additional duties as assigned.

⛳️ Requirements

• Bachelor’s degree or equivalent experience is required.

• A minimum of 5 years’ experience in managing a complex customer service environment is required.

• Preferably, 5+ years of management experience.

• Strong understanding of the insurance industry, company operating structure, product offerings, external factors, and related workflow processes.

• A solid grasp of market dynamics with the ability to effectively position and represent Unum to external stakeholders is preferred.

• Demonstrated dedication to customer service and quality improvement methodologies.

• Technical and project management experience is highly desired.

• Ability to develop and enforce solutions by influencing and negotiating with partners across various functions and levels.

• Strong collaborative skills and capability to partner across strategic and tactical business areas.

• Critical thinking skills and the ability to resolve complex issues.

• Capability to manage and develop remote teams.

• Proven leadership and people management skills, including coaching and developing other managers.

• Effectively work in a team environment with strong team-building capabilities.

• Proficient communication skills with field, brokers, and customers.

• Versatile and adaptable, with a proven track record of leading change.

• Occasional travel may be required.

🏝️ Benefits

• Award-winning culture.

• Inclusion and diversity as a top priority.

• Performance-based incentive plans.

• Competitive benefits package, including 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.

• Opportunities for career advancement.

• Student loan repayment options.

• Tuition reimbursement.

• Flexible work environments.

• Healthcare benefits (health, vision, dental).

• Insurance benefits (short & long-term disability).

• Paid time off.

• 401(k) retirement plan with employer match up to 5% and an additional 4.5% contribution, regardless of employee contributions.