Manager, Client Success - VB Billing/Service Administration

$75,500 - $135,900/Yr

Unum - Broken Arrow, OK

Full-time - Manager

Broken Arrow, OK

5,001-10,000 employees

Insurance Carriers and Related Activities

About the position

At Unum, we are dedicated to fostering an environment where our employees can thrive both professionally and personally. This position is pivotal in overseeing and developing a high-performing team that supports the Implementation, Service, Billing, or Administration of our clients. As a leader, you will provide guidance to the Client Success teams, ensuring a cohesive client experience while balancing the needs of various stakeholders including home office, sales, and technology partners. Your role will require a strong business acumen to recommend and implement effective solutions that align with external marketplace trends. You will manage all aspects of the assigned Client Success teams, ensuring that work volumes are balanced and that team members are equipped to deliver exceptional customer experiences. This includes hiring, training, resource allocation, and performance management, all aimed at creating a high-performance operating environment. You will also be responsible for developing both technical and leadership skills within your team, providing real-time feedback to foster growth and engagement. In this fast-paced environment, you will lead change initiatives and implement productivity improvements and client service enhancements through innovative workflow and technology-based processes. Your leadership will extend to project teams involved in operational projects, requiring you to coordinate multiple projects under pressure while meeting deadlines. You will ensure quality and control standards are met through effective policies, education, and training programs, while also managing client expectations through strategic project planning. Your role will also involve tracking metrics and reporting to management, demonstrating sound judgment regarding confidential information, and participating in cross-functional projects as needed. This position is not just about managing a team; it’s about being a key player in the success of Unum’s mission to provide meaningful employee benefits and service solutions.

Responsibilities

• Manage all aspects of the assigned Client Success teams.
• Balance work volumes across the team.
• Provide collaborative leadership including hiring, training, resource allocation, job design, and performance management.
• Engage, develop, and lead change in a fast-paced environment.
• Implement productivity improvements and client service enhancements through workflow and technology-based processes.
• Provide leadership and direction to project teams involved with operational projects.
• Coordinate and balance multiple projects in a time-sensitive environment.
• Ensure quality, audit, and control standards are met through effective policies and training programs.
• Develop workflow to meet specialized needs for service and financial levels.
• Manage internal and external client expectations through project planning.
• Handle escalations from partner areas and clients and drive to resolution.
• Track and provide metrics and reporting to management.

Requirements

• Bachelor's degree preferred or equivalent relevant business experience.
• 6+ years of experience in client services, employee benefits, HR administration, or related IT development.
• Demonstrated experience in motivation, team building, and collaboration.
• Highly analytical and technical orientation.
• Creative problem-solving and critical thinking skills.
• Strong technical skills with an understanding of the life cycle and client needs/processes.
• Excellent understanding of Unum products and their impact on risk and benefits administration.
• Solid understanding of budget and salary administration processes.
• Ability to perform under stress in emergency situations.
• Strong communication and presentation skills.
• Strong project management, leadership, and organization skills.
• Strong negotiation skills.

Nice-to-haves

• Experience in the insurance industry.
• Familiarity with employee benefits administration.
• Knowledge of HR technology solutions.

Benefits

• Health, Vision, Dental insurance coverage.
• Short & Long-Term Disability insurance.
• Generous Paid Time Off (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.