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Unum · 13 hours ago

AVP, Launch Unum Onboarding

Chattanooga, Tennessee, USA

Full-time

Onsite

Mid, Senior Level

$114K/yr - $216K/yr

5+ years exp

Unum is a leading provider of employee benefits, dedicated to helping employees thrive throughout life's moments. The AVP, Launch Unum Onboarding role is responsible for owning the client experience and providing strategic and operational leadership within Client Success, focusing on client satisfaction, operational efficiencies, and retention. This position involves leading diverse teams, innovating client onboarding processes, and ensuring high-quality service delivery.

FinanceFinancial ServicesInsurance

Responsibilities

Lead your operational organization focused on delivering outcomes (ex. CSAT, Digital adoption, Opex, Persistency) for our clients and our companies. Understand our clients and their changing needs/expectations

Collaborate closely with leaders across the enterprise to effectively strategize, build and execute on innovative solutions to complex client onboarding and administration challenges, coordinating closely with cross-functional partners to enable a market-leading end-to-end client experience

Utilizing Operational Management System (OMS/Lean tools), develop knowledge of processes within organization, key metrics to lead organization and through regular problem solving, create a continuous improvement culture

Stay abreast of innovation technology to enhance the client experience and create operational effectiveness. Contribute to the successful innovative design/transformation of Client Success organization

Create "best in class" services (onboarding, policy admin, billing) to be a competitive advantage valued by distribution partners and customers. Regularly monitor customer feedback and take appropriate actions in people, process and technology. Create opportunities for proactive customer outreach during moments that matter

Partner with business leaders across the company to monitor external market trends and redefine client onboarding and administration approaches in response to evolving distribution models, client expectations and business strategy. Support the development and execution of business unit strategies as appropriate

Lead and support diverse teams, creating a high-performing and engaged culture that is client focused, leverages technology and seen as knowledgeable, accountable, accurate and responsive. Actively engage employees in Unum’s enterprise vision and audacious goal(s), inspiring commitment to the organization’s strategy and the role that Client Success teams play in contributing to Unum’s success

Develop and execute on talent strategy at all levels including attracting, onboarding, developing, coaching and rewarding employees to ensure we have a strong and diverse workforce capable of delivering differentiated value to our customers

Accountable for ensuring that the right controls and quality, monitoring and structure are in place to attain goals, meet service standards, privacy and regulatory commitments and monitor risk

Ensure optimum efficiency and operational effectiveness – including developing and managing to staffing models; enabling flexibility in capacity and resource optimization and sharing across the organization as needed; successfully employing flexible staffing solutions such as business process outsourcing (BPO); Effectively managing expenses to ensure alignment with budget

Perform other duties as assigned

Qualification

Operational leadershipClient onboardingContinuous improvementChange managementData analysisCoachingInterpersonal communicationTeam leadershipProblem solving

Required

BA/BS required with MBA preferred

5+ years leadership experience required and/or completion of formal corporate leadership development program

Operational leadership experience effectively managing goals and ensuring the right controls are in place to maintain customer/operational standards and manage risks

Track record of success in a dynamic, fast paced, and complex work environment

Strong understanding of service industry trends, competitive landscape, consumer, field, technology capabilities, and partner operations processes, etc

Demonstrated ability to lead and develop leaders

Ability to motivate and hold multiple diverse operational teams accountable for delivering results with an external, client perspective

Demonstrated success with sourcing, selection, on-boarding, assessment, development, and coaching of leaders

Strong intrinsic gratification in developing others

Proven broad thought leadership and innovative mindset with evidence of driving and achieving meaningful tactics and results

Strong critical thinking skills; able to draw meaningful conclusions on the basis of a wide array of data and make effective strategic and tactical decisions and then act on them

Exceptional executive presence to include interpersonal, verbal and written communication and proven ability to communicate and collaborate with key constituents

Proven ability to identify solutions and influence all levels of the organization with data and analysis that includes benefits, investments, resources and risks; including strong presentation skills

Exceptional change management orientation; demonstrated ability to lead organizations through change

Ethical, able to maintain confidentiality and respectful of others

Occasional travel required

Benefits

Award-winning culture

Inclusion and diversity as a priority

Performance Based Incentive Plans

Competitive benefits package that includes: 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

Career advancement opportunities

Student loan repayment options

Tuition reimbursement

Flexible work environments

Healthcare benefits (health, vision, dental)

Insurance benefits (short & long-term disability)

Performance-based incentive plans

Paid time off

401(k) retirement plan with an employer match up to 5% and an additional 4.5% contribution whether you contribute to the plan or not

Company

Unum

Glassdoor3.7

Since our founding in 1848, Unum has been a leader in the employee benefits business through innovation, integrity and an unwavering commitment to our customers.

Founded in 1848

Chattanooga, Tennessee, USA

10001+ employees