Director, Group Client Engagement

Director, Group Client Engagement

The Director, Group Client Engagement leads the Long Term Care (LTC) Client Engagement team that supports our employer clients, with a primary focus on developing and executing strategic engagement initiatives in line with Unum's closed block LTC strategy. This role acts as a strategic partner across the Home Office, Field leadership, and broker organizations, ensuring alignment on engagement priorities and advancing a proactive, education-focused approach to managing client needs.

The Director identifies emerging trends, shapes & implements scalable engagement strategies, and influences cross-functional decisions to drive appropriate risk-based outcomes. The Director also oversees the evolution of the Group Client Engagement model and leads a team of professionals, ensuring strong capability, accountability, and alignment to business priorities. Through cross-functional collaboration and leadership of strategic initiatives, this role ensures the function delivers consistent, high-quality outcomes that support enterprise goals.

Principal Duties and Responsibilities

• Efficiently recruit, manage, develop and motivate a team responsible for supporting all levels of the Field Office, brokers and clients as needed
• Ownership for certain aspects of servicing of in-force customers, with appropriate collaboration with field and partners outside of own business area
• Creating, testing and refining new approaches to our strategy to improve overall performance and sharing best practices
• Embrace and lead change to improve workflow, enhance customer service and reduce operating costs
• Leverage strong internal partnerships to find service resolutions and make it easy for our clients to do business with Unum
• Instill a sense of urgency in others and ensure that field partners, brokers and clients are getting the level of responsiveness and service they expect
• Provide strategic direction to team and partners as new processes, products, systems or platforms are developed
• Ensure collective ownership of talent effectiveness across the teams with accountability for candid exchange of feedback that motivates and rewards high performers and ensures calibration of assessment
• Identification of trends within teams and oversee the consistent implementation of creative strategies (e.g. training) to ensure team is knowledgeable and customer focused
• Proactively identify and research problems or trends and develop and implement resolutions independently or partnering with internal connects as needed
• Participate in a strategic leadership capacity in the analysis, design, development and delivery of Home Office driven projects
• Initiate and drive continuous improvement efforts around key business processes
• Keep abreast of Business and workflow changes in all supported organizations and implement workflow changes accordingly
• Ensure that the highest level of quality is maintained
• Perform other duties as assigned

Job Specifications

• Bachelor's degree or equivalent experience required
• 5+ years' experience managing in a related complex customer service environment required
• 5+ years management experience preferred
• Strong knowledge of the insurance business, the company's operating structure, product offerings, external drivers and corresponding workflow processes
• Strong understanding of market dynamics with ability to favorably position and represent Unum to external constituents preferred
• Demonstrated commitment to customer service and quality improvement methods
• Ability to alter style or approach according to different situations and individual needs
• Technical and Project management experience strongly desired
• Develop and implement solutions by influencing and negotiating with partners across multiple functions and at various levels
• Strong collaboration skills; demonstrated ability to partner at all levels with cross-functional business areas on both strategic and tactical levels to achieve results with multiple and diverse priorities
• Critical thinking; ability to problem solve complex issues
• Ability to manage and develop people remotely
• Proven leadership and people management skills, including coaching and development of other managers
• Ability to effectively work in a team environment with solid team building skills
• Effective communication with field, brokers and customers
• Versatility/adaptability with proven ability to lead change
• May require occasional travel