Director, LTC Client Engagement

Unum; Portland (ME); On-site; USD 90,000 - 170,000; Full time

Benefits offered by this job

Health benefits

Vision benefits

Dental benefits

Disability insurance

PTO

401(k) match

Student loan repayment

Tuition reimbursement

Flexible work environments

Job summary

Unum is seeking a Director, Client Engagement to lead the LTC Client Engagement team, aligning with Unum’s LTC strategy. You will partner with Home Office, Field leadership, and brokers to drive proactive, education-focused client engagement and scalable strategies across functions.

You will guide talent development, monitor performance, and ensure high-quality outcomes that support enterprise goals, with occasional travel to support field offices.

Qualifications

• Bachelor’s degree or equivalent experience required.
• 5+ years’ experience managing in a related complex customer service environment required.
• 5+ years management experience preferred.
• Strong knowledge of the insurance business, company operations and product offerings.
• Ability to lead change and improve workflow.

Responsibilities

• Recruit, manage, develop and motivate a team supporting Field Office, brokers and clients.
• Own servicing aspects of in-force customers with collaboration across fields.
• Create, test and refine new engagement approaches to improve performance.
• Lead changes to improve workflow and reduce costs.
• Coordinate with internal partners to resolve service issues for clients.

Skills

People management

Strategic leadership

Customer service

Cross-functional collaboration

Communication

Change management

Budgeting

Education

Bachelor’s degree or equivalent experience

5+ years in customer service management

Tools

Project management tools

Job description

Job Posting End Date: November 26

When you join the team at Unum, you become part of an organization committed to helping you thrive.

Benefits

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 reimbursementFlexible work environments
• All the benefits listed above are subject to the terms of their individual Plans.

And that’s just the beginning…

With 10,000 employees helping more than 39 million people worldwide, every role at Unum is meaningful and impacts the lives of our customers. Whether you’re directly supporting a growing family, or developing online tools to help navigate a difficult loss, customers are counting on the combined talents of our entire team. Help us help others, and join Team Unum today!

General Summary

The Director, Client Engagement leads the Long Term Care (LTC) Client Engagement team that supports our group and/or individual policyholders, with a primary focus on developing and executing strategic engagement initiatives in line with Unum’s closed block LTC strategy. This role acts as a strategic partner across the Home Office, Field leadership, and broker organizations, ensuring alignment on engagement priorities and advancing a proactive, education-focused approach to managing client needs. The Director identifies emerging trends, shapes & implements scalable engagement strategies, and influences cross-functional decisions to drive appropriate risk-based outcomes. The Director also oversees the evolution of the Client Engagement model and leads a team of professionals, ensuring strong capability, accountability, and alignment to business priorities. Through cross-functional collaboration and leadership of strategic initiatives, this role ensures the function delivers consistent, high-quality outcomes that support enterprise goals.

Principal Duties And Responsibilities

• Efficiently recruit, manage, develop and motivate a team responsible for supporting all levels of the Field Office, brokers and clients as needed
• Ownership for certain aspects of servicing of in-force customers, with appropriate collaboration with field and partners outside of own business area
• Creating, testing and refining new approaches to our strategy to improve overall performance and sharing best practices
• Embrace and lead change to improve workflow, enhance customer service and reduce operating costs
• Leverage strong internal partnerships to find service resolutions and make it easy for our clients to do business with Unum
• Instill a sense of urgency in others and ensure that field partners, brokers and clients are getting the level of responsiveness and service they expect
• Provide strategic direction to team and partners as new processes, products, systems or platforms are developed
• Ensure collective ownership of talent effectiveness across the teams with accountability for candid exchange of feedback that motivates and rewards high performers and ensures calibration of assessment
• Identification of trends within teams and oversee the consistent implementation of creative strategies (e.g. training) to ensure team is knowledgeable and customer focused
• Proactively identify and research problems or trends and develop and implement resolutions independently or partnering with internal connects as needed
• Participate in a strategic leadership capacity in the analysis, design, development and delivery of Home Office driven projects
• Initiate and drive continuous improvement efforts around key business processes
• Keep abreast of Business and workflow changes in all supported organizations and implement workflow changes accordingly
• Ensure that the highest level of quality is maintained
• Perform other duties as assigned

Job Specifications

• Bachelor’s degree or equivalent experience required
• 5+ years’ experience managing in a related complex customer service environment required
• 5+ years management experience preferred
• Strong knowledge of the insurance business, the company's operating structure, product offerings, external drivers and corresponding workflow processes
• Strong understanding of market dynamics with ability to favorably position and represent Unum to external constituents preferred
• Demonstrated commitment to customer service and quality improvement methods
• Ability to alter style or approach according to different situations and individual needs
• Technical and Project management experience strongly desired
• Develop and implement solutions by influencing and negotiating with partners across multiple functions and at various levels
• Strong collaboration skills; demonstrated ability to partner at all levels with cross-functional business areas on both strategic and tactical levels to achieve results with multiple and diverse priorities
• Critical thinking; ability to problem solve complex issues
• Ability to manage and develop people remotely
• Proven leadership and people management skills, including coaching and development of other managers
• Ability to effectively work in a team environment with solid team building skills
• Effective communication with field, brokers and customers
• Versatility/adaptability with proven ability to lead change
• May require occasional travel

~IN1

Unum and Colonial Life are part of Unum Group, a Fortune 500 company and leading provider of employee benefits to companies worldwide. Headquartered in Chattanooga, TN, with international offices in Ireland, Poland and the UK, Unum also has significant operations in Portland, ME - plus over 35 US field offices. Colonial Life is headquartered in Columbia, SC, with over 40 field offices nationwide.

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.

The base salary range for applicants for this position is listed below. Unless actual salary is indicated above in the job description, actual pay will be based on skill, geographical location and experience.

$89,900.00-$169,900.00

Additionally, Unum offers a portfolio of benefits and rewards that are competitive and comprehensive including healthcare benefits (health, vision, dental), insurance benefits (short & long-term disability), performance-based incentive plans, paid time off, and a 401(k) retirement plan with an employer match up to 5% and an additional 4.5% contribution whether you contribute to the plan or not. All benefits are subject to the terms and conditions of individual Plans.

Company

Unum