UNUM AVP, Dental and Vision Operations in Chattanooga, Tennessee
Job Posting End Date: 04/04
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 33 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 has significant US operations in Portland, Maine, Worcester, Massachusetts, and Glendale, California with 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.
General Summary:The primary accountability of this position is to provide leadership and oversight in the Dental and Vision organization, specific to owning the client experience associated with the on-boarding, claims administration, premium/billing operations and customer service center. The role is accountable for identifying, influencing and accomplishing defined business objectives for Starmount Life and Unum US, and their customers. This position will also direct leaders accountable for teams critical to providing differentiating service to clients, consumers, sales agents, brokers and partner areas. The responsibilities for this position will include driving both innovative and continuous improvement actions that improve the customer experience, drive growth/persistency and deliver operational efficiency. In partnership with the VP and peers, the AVP will drive enhanced talent development and improved key performance metrics through key strategic and leadership initiatives. This position will require strong internal and external partnerships supporting both brands of the US companies. Additionally, this position will require a strong cross functional partnership with field and home office teams and external partners including enrollment firms, benefit administration providers, employers, exchanges, technology companies and TPA’s.
Principal Duties and Responsibilities
Drive consistent execution of business initiatives and meeting customer centric and operational results to support US company goals. Drive consistency and best practices across COE to improve customer experience and operational effectiveness for Dental and Vision portfolio across both US companies. Support differences in process to protect brand where necessary.
Contribute to the successful innovative design/transformation and execution of the Service Model vision and Administrative Platform objectives; Create and implement "best in class" on-boarding and ongoing service offering to be a competitive advantage valued by distribution partners and customers.
Lead and support integrated work teams focused on the acquisition and in-force management of customers, creating a culture that is externally, client focused, leverages technology and seen as knowledgeable, flexible and acting with a sense of urgency.
Initiate and drive both innovation and continuous improvement efforts around key business processes utilizing technology as a key enabler.
Support US companies by aligning Service Operations culture to strategies and drive change that aligns with key constituents business plans across the enterprise.
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.
Balance controls, risks, and operational effectiveness with customer experience resulting in higher, profitable customer persistency in partnership with the field and home office.
Accountable for ensuring that the right controls, monitoring, roles and structure are in place to attain goals, meet service standards, privacy and regulatory commitments and monitor risk. Examples would include: policies and procedures, training, quality assurance, audits, reporting, etc.
Ensure optimum efficiency and operational effectiveness – including developing and managing to staffing models; flexibility in capacity and resource optimization; Effectively manage expenses to ensure alignment with allocated budget.
Perform other duties as assigned.
BA/BS required with MBA preferred
5+ years in insurance or financial services related industry experience
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
Previous experience and understanding of employee benefits; 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 across multiple brands accountable for delivering results with an external, client perspective
Demonstrated success with sourcing, selection, on-boarding, assessment, development, and coaching of leaders
Proven broad thought leadership and innovative mindset with evidence of driving and achieving meaningful actions 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
Intrinsic curiosity about the business with a desire for continuous learning and improvement; strong desire to develop self and others
Demonstrated ability to successfully support strategy by aligning organization culture and core values in partnership with key constituents across the enterprise. Evidence of driving customer centric service and operational effectiveness
Unum and its family of businesses offer world-class training and development, generous compensation and benefits packages, and a culture built on employee ideas.
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.
A Fortune 500 company, Unum’s family of 10,000 employees spans three countries and dozens of office locations. Our employees focus each day on delivering financial protection benefits to millions of workers and their families when they need it most.
The Unum enterprise includes Unum in the U.S. and U.K., Colonial Life and Starmount Life Insurance – each a market leader in making disability, life, accident, critical illness, dental and vision insurance accessible in the workplace.