Director, LTC Client Engagement

Responsibilities: Recruit, manage and develop a high-performing team across Field Office, brokers and clients Own aspects of servicing in-force customers with cross-functional collaboration Design, test and refine engagement strategies to boost performance Lead change to improve workflow, service quality, and cost efficiency Build internal partnerships to simplify doing business for clients Instill urgency and ensure timely responsiveness from field partners, brokers and clients Provide strategic direction for new processes, products, or systems Oversee talent effectiveness, feedback, and calibration of performance assessments Identify trends and implement creative training to keep teams customer-focused Proactively research problems and develop resolutions with internal collaborators Participate in Home Office projects and drive continuous improvement Keep abreast of workflow changes and implement them across supported organizations Ensure the highest level of quality in outputs Perform other duties as assigned

Key requirements: Bachelor’s degree or equivalent experience 5+ years managing in a complex customer service environment 5+ years management experience preferred Strong insurance business knowledge and understanding of Unum’s operating structure Ability to influence across multiple functions and levels Experience in technical/project management Strong collaboration and cross-functional partnership skills Critical thinking and complex problem-solving abilities Ability to manage and develop remote teams Proven leadership and people management skills Effective teamwork and communication with field, brokers and customers Willingness to travel occasionally customer-focused collaborative transformational leadership technical and project management experience ability to influence and negotiate with partners change management