[Remote] Manager, Absence Operations

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