Manager, Client Experience and Tech Enablement - Broker Connect

Job Title

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 :

Unum and Colonial Life are part of Unum Group, a Fortune 500 company and leading provider of employee benefits to companies worldwide. Headquartered in Chattanooga, TN, with international offices in Ireland, Poland and the UK, Unum also has significant operations in Portland, ME, and Baton Rouge, LA - plus over 35 US field offices. Colonial Life is headquartered in Columbia, SC, with over 40 field offices nationwide.

Unum is an equal opportunity employer, considering all qualified applicants and employees for hiring, placement, and advancement, without regard to a person's race, color, religion, national origin, age, genetic information, military status, gender, sexual orientation, gender identity or expression, disability, or protected veteran status.

The base salary range for applicants for this position is listed below. Unless actual salary is indicated above in the job description, actual pay will be based on skill, geographical location and experience. $75,500.00-$142,700.00

Additionally, Unum offers a portfolio of benefits and rewards that are competitive and comprehensive including healthcare benefits (health, vision, dental), insurance benefits (short & long-term disability), performance-based incentive plans, paid time off, and a 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. All benefits are subject to the terms and conditions of individual Plans.