Note: The job is a remote job and is open to candidates in USA. Unum provides employee benefits and absence services to client companies. The Manager, Absence Operations leads a team managing absence and claim cases, ensuring operational performance and consistent, accurate, high-quality service while supporting service improvements and customer relationships.
Responsibilities
- Lead and manage a team of specialists, including hiring, performance management, retention, and development
- Build a high-performing, learning focused environment through ongoing coaching, training, and professional growth
- Deliver consistent absence services that meet or exceed all service levels and goals, including accuracy and timeliness, and result in a great experience for clients, claimants and our own employees
- Support the delivery of complex strategic, transformational, and growth projects with the goal of achieving operational excellence and providing a superior experience for the customer
- Act as a service leader in operations-related escalations, client discussions, and field partner interactions
- Set clear expectations, involve team members in goal setting and work planning, and address performance issues promptly and constructively
- Ensure thorough, fair, and objective case management, delivering accurate and timely service in accordance with plan provisions, state regulations, established procedures, and Unum claims philosophy
- Proactively monitor operational performance by reviewing trends and reporting, conducting root‑cause analysis, and sharing solution‑oriented insights and recommendations with the Director
- Drive effective account de-escalation and resolution efforts in partnership with Director/AVP leadership
- Foster and maintain relationships with key field and upstream/downstream partner teams to achieve desired client level results
- Identify and implement productivity, quality, and service improvements in a fast-paced environment
- Manage to budget and contribute to overall operating effectiveness through information sharing and effective change implementation
- This position may also have responsibility for the customer relationship as it relates to the claim and leave service experience
- Perform other duties as assigned
Skills
- Bachelor's degree or equivalent experience required
- Managers are expected to possess—or be willing to gain—a solid understanding of all relevant products and services to effectively support their teams and business objectives
- Proven ability to drive performance, service, and productivity improvements
- Ability to set direction, monitor results, build followership and lead through change
- Strong influencing skills and ability to build alignment and resolve conflict
- Strong critical thinking and problem-solving skills
- Solid understanding of key business metrics and trends
- High integrity, sound judgment, and commitment to confidentiality
- Excellent written and verbal communication skills
- 5+ years of technical absence management experience preferred
- Prior experience leading a service oriented team preferred
Benefits
- 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 reimbursement
- Flexible work environments
- 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
Company Overview
Company H1B Sponsorship