Director, Client Management - Minneapolis

Director, Client Management - Minneapolis

Title: Director, Client Management - Minneapolis
Location: MN-Edina
Unum is a company of people serving people. As one of the world's leading employee benefits providers and a Fortune 250 company, Unum helps protect more than 25 million working people and their families in the event of illness or injury.

Headquartered in Chattanooga Tennessee, Unum has significant U.S. operations in Portland, Maine, Worcester, Massachusetts and Glendale, California with 35 field offices nationwide.

General Summary:
The Director, Client Management role is responsible foroffice levelservice and enrollment leadership delivering on business strategies by:
* Driving consistent execution of business strategies at the office and customer levels (triage for growth opportunities) to achieve profitable top and bottom line growth.
* Improving overall customer service and enrollment effectiveness performance by identification and sharing of best practices.
* Ensuring collective ownership of talent effectiveness across the office with accountability for candid exchange of feedback that motivates and rewards high performers and ensures calibration of assessment.
* Balancing growth with field service orientation resulting in growth.
* Oversight and support of shift to reduction of administrative tasks in the Field through simplification, elimination and centralization.
* Managing expenses at the office and customer level
* Working with partners to establish enrollment, sales support and Field service strategies as a key differentiator valued by brokers and customers in their market.
Principal Duties and Responsibilities
* Manage, Design and Execute on Implementation, Enrollment, and Customer Development Strategies
* Ensure a consistent and efficient customer acquisition process from sales through service
* Manage acquisition support, enrollment, and servicing of the Field Office inforce block
* Under Sr. Field Office Manager leadership, partner with Sales Manager to ensure the successful implementation of growth strategies to attract and retain customers - customer business plans
* Manage the service staff execution of all strategies
* Provide tactical advice and strategies at a case level for account management team including ongoing service, development opportunities, and enrollment strategies/ execution
* Responsible for enrollment results (premium, participation, expenses)
* Responsible for establishing efficient workflow and processes - monitor process efficiency measure, provide analysis and give direction
* Facilitate the removal of process barriers such as bottlenecks, technology constraints, or resource constraints through directing and influencing the activities of other areas such as training, Underwriting, customer contact services and customer account service
* Owns Client Satisfaction & Customer Retention
* Responsible for maintaining appropriate service levels
* Key contact for service with both brokers and customers
* Ability to generate service solutions and resolve issues as they aris
* Key Partner with the Home Office - Brings Consistency and Best Practices to the Office
* Maintain strong and productive relationship with sales support and service areas in the Home Office (Small Case, Quote, Billing, Broker Comp Services, Voluntary Benefits Implementation)
* Participate/involvement in cross-functional projects representing the field
* Manages operations in the office - expense management, facilities planning, technical operations, supplies, etc.
* Talent Management
* Management, training and development of National Account Manager's, Client Manager's, Field Support Consultants and Administrative staff
* Partner closely with the Sr. Field Office Manager and Sales Manager for the recruiting and hiring of the service and sales staff
* Responsible for service staffing effectiveness, achievement of staffing plan/recruiting levels
* Accountable for Benefit Counselor Performance Management
* Local accountability for Benefit Counselor resources, in partnership with the Home Office support team
* Review results, team feedback and manage performance - identify and resolve performance issues
* May perform other duties as assigned
* Bachelors degree or equivalent business experience required.
* 5 years experience in the insurance or financial services related industry required.
* 3 years management experience required.
* Operates with an external view - understands markets, competitors, customers, legislation, etc.
* Solid track record in Customer Services from loyalty, technical and marketing perspectives.
* Full understanding of employee benefits insurance underwriting and risk concepts.
* Strong ability to manage a diverse group of individual's.
* Strong presentation and oral/written communication skills.
* Track record of success in a highly charged, fast paced and complex work environment.
* Ability to generate creative ideas and drive solutions.
* Strong relationship management/conflict management skills.
* Strong ability to persuade/influence/gain consensus.
* Must possess a positive professional company image to external customers.
* Ability to travel as needed
* Meets the standards for this position, as defined in the Talent Management Framework.

Unum offers world-class training and development, generous compensation and benefits packages, and a culture built on employee ideas.

Unum provides equal employment and advancement opportunities for all employees regardless of a person's race, color, religion, national origin, age, disability, military status, gender, sexual orientation, gender identity or expression.