AVP, Client Success - Key Client Onboarding and HRC Operations

Job Posting End Date: April 17

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

• 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.

• 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