Manager, Absence Operations

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

📋 Description

• Lead and oversee a team of specialists, involving hiring, performance management, retention, and development.

• Create a high-performing, learning-oriented environment through coaching, training, and fostering professional growth.

• Provide consistent absence services that meet or surpass service levels and objectives for accuracy and timeliness.

• Assist in complex strategic, transformational, and growth initiatives.

• Serve as a service leader during operational escalations, client discussions, and interactions with field partners.

• Establish expectations, engage team members in goal-setting and work planning, and address performance challenges.

• Ensure fair and objective case management in alignment with plan provisions, state regulations, procedures, and Unum claims philosophy.

• Monitor operational performance through trend analysis, reporting reviews, root-cause analysis, and recommendations to the Director.

• Facilitate account de-escalation and resolution in collaboration with Director/AVP leadership.

• Maintain strong relationships with field and upstream/downstream partner teams.

• Identify and implement enhancements in productivity, quality, and service delivery.

• Manage budgetary constraints and support operational effectiveness through information sharing and change implementation.

• Foster customer relationships related to claim and leave service experiences.

• Execute additional duties as assigned.

⛳️ Requirements

• A Bachelor's degree or equivalent experience is required.

• A minimum of 5 years of technical absence management experience is preferred.

• Previous experience in leading a service-oriented team is preferred.

• Must have or be willing to acquire a solid understanding of all pertinent products and services.

• Demonstrated ability to drive performance, service quality, and productivity enhancements.

• Capability to set direction, monitor outcomes, build followership, and lead through transitions.

• Strong influencing skills with the ability to foster alignment and resolve conflicts.

• Excellent critical thinking and problem-solving abilities.

• Good understanding of key business metrics and trends.

• High integrity, sound judgment, and a commitment to confidentiality.

• Outstanding written and verbal communication skills.

🏝️ Benefits

• Award-winning culture.

• Inclusion and diversity prioritized.

• 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.