Senior Director, Unemployment Cost Management

Experian Employer Services Description

As the world of work evolves human capital management must keep pace. Employers have been looking for scalable client-focused response Experian has brought together the industrys experts to offer a suite of specialized solutions delivering unmatched service trusted experience and client-inspired innovation. We are keeping the focus and flexibility employers value in boutique providers and adding the resources and security of Experian.

Your role:

The Senior Director of Unemployment Cost Management will lead the Unemployment Management Delivery Service being a trusted partner with a broad range of team members at all levels. You will report to Experians Vice President Delivery and Fulfillment. Your role will involve:

• 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

Qualifications :

• 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 preferred
• Excellent organizational and project management skills
• Bachelors degree MBA or relevant Masters Degree preferred

Additional Information :

Benefits/Perks:

• 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 #LI-remote
• Flexible time off including volunteer time off vacation sick and 12-paid holidays

Our uniqueness is that we celebrate yours. Experians culture and people are important differentiators. We take our people agenda very seriously and focus on what matters; DEI work/life balance development authenticity collaboration wellness reward & recognition volunteering... the list goes on. Experians people first approach is award-winning; Worlds Best Workplaces 2024 (Fortune Top 25) Great Place To Work in 24 countries and Glassdoor Best Places to Work 2024 to name a few. Check out Experian Life on social or our Careers Site to understand why.

Experian is proud to be an Equal Opportunity and Affirmative Action employer. Innovation is an important part of Experians DNA and practices and our diverse workforce drives our success. Everyone can succeed at Experian and bring their whole self to work irrespective of their gender ethnicity religion color sexuality physical ability or age. If you have a disability or special need that requires accommodation please let us know at the earliest opportunity.

#LI-Remote

Remote Work :

Yes

Employment Type :

Full-time