Manager, Client Experience and Tech Enablement - Broker Connect

Join Team Unum

When you join the team at Unum, you become part of an organization committed to helping you thrive. Here, we work to provide the employee benefits and service solutions that enable employees at our client companies to thrive throughout life's moments. And this starts with ensuring that every one of our team members enjoys opportunities to succeed both professionally and personally. To enable this, we provide :

• 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
• All the benefits listed above are subject to the terms of their individual Plans
• . And that's just the beginning With 10,000 employees helping more than 39 million people worldwide, every role at Unum is meaningful and impacts the lives of our customers. Whether you're directly supporting a growing family, or developing online tools to help navigate a difficult loss, customers are counting on the combined talents of our entire team. Help us help others, and join Team Unum today!

General Summary

This position is responsible for the oversight and accountability of managing and developing a high performing team with platform and third-party partner expertise from Onboarding through Technical Integration setup and administration. The position is accountable for leading and delivering a strong customer experience as it relates to our data exchange strategy with the goals of driving CSAT and operational efficiency through process improvements and innovative solutions that add value to the business and enhancement of the client experience. This role requires strong operational management, and an understanding of the digital customer experience, technology, service roles and business process.

Principal Duties and Responsibilities

Leads technical team focused on delivering flawless technology implementation and CSAT to customers / brokers. Provides collaborative leadership including all aspects of people management hiring, training, resource allocation, job design, people development and performance management that creates a high-performance operating environment. Ability to build both technical and leadership skills; provide real time performance feedback.

Provides leadership and direction to project teams who are involved with projects specific to the operational and technical teams. Ability to coordinate and balance multiple projects in a time sensitive environment, under pressure while still meeting deadlines.

Ensures quality, audit, and control standards through the development of effective standards, policies, education, and creative training programs.

Develops workflow to meet specialized needs to ensure that appropriate service and financial levels are always met.

Strong relationship management skills with internal clients; proven ability to develop collaborative approaches.

Provide finalist meeting support and engage as SME for platform and technology delivery ensuring that client is setup with the right fit for their platform and to provide a seamless experience.

Track and provide metrics and other appropriate reporting to management.

Strong data orientation and understanding to drive decision making and setting of priorities.

Provides creative technical solutions for system-level implementation challenges by maintaining a strong technical acumen of organization's solutions.

Maintains understanding of partner system / platform functionality and set up as it relates to our data exchange strategy.

Maintains understanding of market trends, competitors, and emerging technology vendors.

Identify, triage, and communicate partner level technology escalations or breaks. Prioritize with partner and / or internal teams to ensure appropriate resolution.

Work effectively / collaboratively with other functional partners on various projects and business needs i.e., finalist presentations, RFIs, RFPs and other necessary.

Provides and maintains clear internal and external documentation and resources for effective field communication for awareness and ease of implementation.

Reviews trends to implement continuous improvement for a specific partner or at the team level.

Represents the department across the organization, company, and field partners to educate and provide expertise on third party enrollment solutions by having a wide knowledge of all systems and solutions available.

Assist with relevant internal system testing as needed.

Responsible for developing and optimizing Onboarding processes and procedures for integrating API's including defining best practices, creating documentation, and implementing efficient workflows.

Responsible for monitoring and troubleshooting integrations- this involves analyzing and identifying root causes and implementing solutions in a timely manner in partnership with the IT teams.

Understanding and knowledge of API technology and workflow.

Lead with lean management principles.

May perform other duties as assigned.

Job Specifications

Bachelor's degree or equivalent.

6+ years of experience in client services, employee benefits, HR administration, Technical API and Platform experience or related IT development and solutions experience.

Demonstrated experience in motivation, team building and collaboration.

Highly analytical and technical orientation. Creative problem solving and critical thinking skills ability to think outside of the box in generating appropriate solutions for clients.

Strong Technical / API / Platform acumen.

Strong technical skills. Understands the life cycle and client needs / processes.

Strong understanding of the service needs and financial impact to service levels.

Excellent understanding of Unum products and ability to recognize which parts of a contract impact risk, state filing, customization, and benefits administration.

Solid understanding of the budget and salary administration processes, and the impact of each to productivity, morale, and service levels.

Ability to perform under stress in cases of emergency or urgent situations.

Strong communication / presentation skills.

Strong project management, leadership, and organization skills.

Strong negotiation skills, ability to work directly with sales and service as well as direct client contact.

Ability to understand basic design, code, and testing following IT standards.

Demonstrates exceptional service delivery orientation.

Strong understanding of Unum / Colonial Life's business, including technology solutions, third party platform partners, products, services, processes, sales process, and field organization.

May require occasional travel.

Company : Unum