Senior Director, Unemployment Cost Management

3 days ago

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Experian

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Artificial Intelligence • B2B • SaaS

Experian is a global leader in digital experience, technology, and transformation. They partner with recognized brands to enhance customer understanding, innovate product strategies, and implement agile technology solutions. With a focus on delivering superior customer experiences through AI, cloud architecture, and project management, Experian helps businesses streamline their operations and achieve their objectives effectively.

10001 employees

Founded 1996

🤖 Artificial Intelligence

🤝 B2B

☁️ SaaS

📋 Description

• Leading and managing the Unemployment Claims Management team to achieve individual, team, and company goals • Maintaining continued improvements of the unemployment claims processing system to drive automation and customer-facing enhancements • Leading and managing the team who facilitates strong execution of power of attorney documents on behalf of clients; provides proactive review and analysis to maximize program effectiveness • Establishing, building relationships, and collaborating with internal teams such as Customer Success, Product, Implementation, Sales, Finance, and Marketing • Establishing, building relationships, and collaborating with external partners such as our clients, NASWA, and individual state workforce agencies (SWAs) and supporting them various ways • Communicating at all levels to deliver high-quality client service consistent with Experian operational standards and practices • Independently tackling multiple tasks and managing responsibilities for self and team(s) • Consistently achieve productivity and performance measurements • Leading change, anticipating how other teams might be impacted, utilizing effective change management tools and processes, and facilitating scoping and process with them • Assessing client needs and ensuring that the correct service team is put in place to develop a customized partnership with each client • Leading the Unemployment Client Delivery Team currently consisting of 100 staff members who provide industry-leading customer service to ensure timely and accurate processing of unemployment claims and coordination and representation of unemployment hearings for a large volume of Fortune 500 Companies

🎯 Requirements

• An unemployment industry expert with 10+ years of experience, who has a thorough understanding of the intricacies involved in the UI industry • 8+ years of proven leadership experience in unemployment management or relevant operations area • 10+ years of experience in processing claims, coordinating and representation at unemployment hearings, UI State Integrity laws and prior experience with managing a diverse group of tenured and experienced unemployment professionals • Ability to support and grow the existing team and be a driving force in their continued success • Must have an understanding of the State Information Data Exchange system (SIDES) program • Experience leading an Operations function, demonstrating a breadth and depth of operational service delivery management expertise focused on service quality, people, process, and technology • Strong partnering and influencing skills – Ability to work with a broad cross-functional team, understand their needs and ensure an optimal business and technology solution • Ability to effectively impart information in a broad range of ways from individual conversations to broad online training, from junior employees to senior leadership • Customer-focused mindset to ensure consistent delivery of customer-centric solutions • Ability to work with a team by communicating, building cross-functional relationships, listening, and remaining focused on client satisfaction • Experience with Salesforce.com preferred • Excellent organizational and project management skills • Bachelor's degree, MBA, or relevant Master's Degree preferred

🏖️ Benefits

• Great compensation package and bonus plan • Core benefits including full medical, dental, vision, and matching 401K • Flexible work environment, ability to work fully remote, hybrid or in-office • Flexible time off, including volunteer time off, vacation, sick, and 12-paid holidays