The primary role of this position is to provide leadership, management and oversight in the Service Operations organization, specific to the operational components, in accomplishing defined business objectives concerning the development and implementation of enrollment and billing solutions and services for a $4.5 billion line of business covering Group, Simply Unum and Voluntary Benefits. Specifically, this position will lead teams of managers who are leading teams of knowledgeable employees who are critical to providing strong service to customers, brokers and partner areas. The responsibilities for this position are broad and diverse to include enrollment, policy issue, billing setup, premium application and account management for new and inforce cases as well as individual policyholders.
Principal Duties and Responsibilities
Recruit, leads, mentor and provide development for 2-5 Manager level positions and other assigned personnel to foster and create a strong work environment for an organization of up to 60 employees and ensure strong leadership succession planning
Helps create a vision through strong innovation and strategic leadership to provide present and future direction and goal setting
Ensures that operation provides consistent and quality account services for $4.4 billion dollar block of business with anticipated annual growth of 5 to 10%
Provides block management for over 75,000 customers of varying complexity, working with the field offices/management, Implementation, Underwriting, ICS and other Home Office areas to resolve problems and/or strengthen customer relations
Serves as the home office relationship manager for external enrollment firms, providing access to cross-functional areas within Unum for issue resolution, delivering key communications and messages
As business owner of the enrollment technology tools (inclusive of plane.biz, Hosting, ADI, Benefits Administration, kits pre-enrollment websites and template system) lead cross-functional team of IT, Project Managers and Business Managers to deliver on enrollment technology solutions, inclusive of learn materials, receipt of application and issuance of policy
Establish and manage the enrollment product release management strategy. Accountable for negotiating competing priorities, defect resolution and ensuring flawless execution of enrollment technology releases
Effectively develop relationships and negotiate strategically with external enrollment firms regarding enrollment and benefits administration technology solutions
Develop and execute communication protocols to market enrollment and benefits administration technology solutions to internal and external partners
Initiates and drives continuous improvement efforts around key business processes utilizing technology as a key enabler
Fiscal responsibility for $34 million dollar operational budget
Leads staff in a variety of competencies (project management, work process evaluation, people development, leadership behaviors)
Creates and delivers prospective customer and broker presentations which can be presented in the Home Office or require travel to other locations
Acts as a project leader for assigned project/initiative efforts
May perform other duties as assigned
Qualifications
Job Specifications
BA/BS and/or MBA degree required
Five to 10 years previous management experience required
Previous experience in supplemental and group insurance beneficial
Demonstrated ability to lead, develop and manage others. Motivates and holds team accountable for delivering results
Proven thought leadership, innovation, and behavioral management experience
Exceptional interpersonal, verbal and written communication and proven ability to communicate with all levels of employees and leaders
Exceptional customer service skills
Ability to negotiate/persuade and solve problems effectively
Exceptional collaboration skills with internal and external constituents
Basic accounting/math principles experience
Professional designations beneficial, e.g. FLMI
Strong change management orientation
Ability to work effectively and independently with limited supervision
Meets the standards for this position, as defined in the Talent Management framework
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