UNUM Director, Data Exchange Strategy and Service in Chattanooga, Tennessee
Job Posting End Date: November 13
Unum is a company of people serving people. As one of the world's leading employee benefits providers and a Fortune 500 company, Unum's financial protection benefits help protect more than 36 million working people and their families from the financial impact of illness or injury. Unum's three distinct, but similarly focused US businesses – Unum US, Colonial Life, and Starmount Life – are each a market leader in making disability, life, accident, critical illness, dental, and vision insurance accessible in the workplace.
Headquartered in Chattanooga, Tennessee, Unum also has significant US operations in Portland, Maine, - and over 35 field offices nationwide. Colonial Life is headquartered in Columbia, South Carolina with over 40 field offices nationwide. Starmount Life is based in Baton Rouge, Louisiana, and is the dental and vision center of excellence for Unum in the US.
Job Profile Summary
Accountable for leading and delivering strategic and transformational change with the goals of driving CSAT, operational efficiency and supporting growth through sales and persistency improvements. Focus will be on data exchange strategy, solutions and service process and opportunities. This role requires operational management expertise, and a deep understanding of the digital customer experience, service roles and business process. The individual in this role is expected to lead strategically and implement change tactically and broadly.
Principal Duties and Responsibilities
Interact and develop strong relationships with internal business areas as well as external partners to accomplish the goals of the area and support assigned area initiatives. Leverage partnerships to find digital resolutions and make it easy for customers to do business with Unum.
Support development of Data Exchange strategy and related strategic priorities by identifying and evaluating complex business issues with a focus on building relevant diagnostic information, generating strategic insights and putting forward recommended actions to address
Conduct market research and data-driven analysis to inform strategic insights, support fact-based decision making and marshal leadership support/resources for proposed strategic initiatives and their related investments
Leverage data exchange team’s digital expertise and marketplace knowledge to develop effective self-service data exchange reference tools, design & deliver training to key internal partners and provide case-level consultation focused on steering clients toward the optimal offering to enhance their ongoing experience with Unum
In collaboration with colleagues in Partner Management, track and report on the operational performance of technology partners (e.g., service levels, data quality, responsiveness, system limitations), identifying areas of concern, developing correction strategies and negotiating shared actions to drive improvement.
Develop and oversee strategy execution plans through disciplined initiative management and effective change leadership skills
Provide status of strategy execution efforts through proactive, clear, concise communications to management across all levels of the organization
Oversee the day-to-day operation of the team using operational management principles and mature, disciplined practices
Direct growth and development, and continuous refinement/improvement of existing processes/workflows and services.
Develop and implement business strategic and operational service model and process changes.
Update implementation plans, SOPs, R&Rs, P&Ps and other documentation to ensure successful implementation of changes internally and externally.
Map existing and future processes and document platform, partner and customer specific approaches. Works in conjunction with Continuous Improvement Consultant.
Establish strong, effective, and collaborative partnerships with key business area leaders, project managers and subject matter experts to identify specific business opportunities or to address business needs or problems and help build effective solutions.
May develop and execute communications to market billing, enrollment and/or benefits administration technology solutions to internal and external partners.
Provides overall block management for a digital book of business consisting of customers of varying complexity, working with the field offices/management, Implementation, Underwriting, Enrollment, and other Home Office areas to resolve problems and/or strengthen customer relations.
Perform other duties as assigned.
BA/BS required; MBA preferred.
5-8+ years experience in a customer facing business strategy, business management or business consulting role or equivalent relevant experience.
Experience in business strategy or consulting a plus.
Passion for enabling highly effective management and leadership processes and driving organizational change
Excellent partnership/collaboration/communication skills/facilitation skills
Proactively identify and advocate for areas of opportunity and implement solutions
Ability to assess risk and operational findings – turning data into actions
Strong problem structuring and analytical skills to support synthesis of detailed analysis and research into strategic insights and practical recommendations, including strategic, financial, and operational analysis
Ability to influence mid-level to senior management through personal interactions as well as the creation and delivery of presentations
Ability to craft simple and effective business communications (PowerPoint) to build the case change and rationale for recommendations to gain management support throughout project
Proven ability to deliver business results by driving operational change
Comfortable asking tough questions – challenging mid-level to senior management throughout the transformation process
Highly self-motivated – will go the extra mile to get the job done right and “wow” our clients
High level of organization, implementation/execution, and project management skills
Strong understanding of the business and sales via multi-functional experience
Excellent negotiation and collaboration skills
Superior project management skills
Some travel required
Our company is built on helping individuals and families, and this starts with our employees. We want employees to maintain a positive balance, which is why we provide access to the benefits and resources they need to invest in themselves. From our onsite fitness facilities and generous paid time off to employee professional development programs, we are committed to helping employees live and work their best – both inside and outside the office.
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.
In accordance with Colorado’s Equal Pay For Equal Work Act, if you are a resident of the state of Colorado and wish to review the salary information for a role posted in Colorado, please fill out the form below and our Unum HR representative will reply to your inquiry within three business days.
Colorado’s Equal Pay For Equal Work Act (http://www.unum.com/lp/contact-recruiting-questions)