Director, LTC Client Engagement

Unum UK

. Lead the Long Term Care Client Engagement team supporting group and/or individual policyholders .

Posted 11/5/2026full-timeRemote • United StatesLead💰 $89,900 - $169,900 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong leadership and management capabilities in a complex customer service environment, with a focus on strategic engagement initiatives and continuous improvement. Proven ability to influence cross-functional decisions and develop customer-focused teams while ensuring high-quality service delivery.

Highest-signal resume keywords

Customer Service ManagementInsurance Industry KnowledgeProject ManagementTeam LeadershipStrategic Engagement Development

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Project ManagementCustomer Service ManagementInsurance Business KnowledgeWorkflow Process ImprovementData AnalysisPerformance AssessmentChange ManagementProblem SolvingStrategic PlanningTraining Development

Soft Skills

CollaborationEffective CommunicationCritical ThinkingAdaptabilityTeam Building

Certifications & Qualifications

Bachelor’s Degree

Industry Keywords

Long Term CareClient EngagementMarket DynamicsCustomer-FocusedQuality ImprovementField LeadershipBroker OrganizationsService ResolutionsTalent EffectivenessContinuous Improvement

About the role

Key responsibilities & impact

Lead the Long Term Care Client Engagement team supporting group and/or individual policyholders
Develop and execute strategic engagement initiatives aligned with Unum’s closed block LTC strategy
Partner across the Home Office, Field leadership and broker organizations to align engagement priorities
Advance a proactive, education-focused approach to managing client needs
Identify emerging trends and shape and implement scalable engagement strategies
Influence cross-functional decisions to drive appropriate risk-based outcomes
Oversee the evolution of the Client Engagement model
Recruit, manage, develop and motivate a team supporting Field Offices, brokers and clients
Own aspects of servicing in-force customers in collaboration with field and external partners
Create, test and refine strategic approaches to improve performance and share best practices
Lead change to improve workflow, customer service and operating costs
Find service resolutions through internal partnerships and improve ease of doing business with Unum
Ensure field partners, brokers and clients receive expected responsiveness and service
Provide strategic direction as processes, products, systems and platforms are developed
Drive talent effectiveness, feedback, performance assessment and recognition
Identify team trends and implement strategies such as training to maintain knowledgeable, customer-focused teams
Research problems and trends and independently or collaboratively implement resolutions
Participate in Home Office project analysis, design, development and delivery
Drive continuous improvement around key business processes
Monitor business and workflow changes and implement corresponding workflow changes
Ensure the highest level of quality is maintained
Perform other duties as assigned

Requirements

What you’ll need

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 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
Technical and Project management experience strongly desired
Ability to develop and implement solutions by influencing and negotiating with partners across multiple functions and levels
Strong collaboration skills and ability to partner across strategic and tactical business areas
Critical thinking and 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 work effectively 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

Benefits

Comp & perks

Award-winning culture
Inclusion and diversity as a priority
Performance Based Incentive Plans
Competitive benefits package including 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
Healthcare benefits (health, vision, dental)
Insurance benefits (short & long-term disability)
Paid time off
401(k) retirement plan with employer match up to 5% and an additional 4.5% contribution whether you contribute to the plan or not