Full-Time Senior Director, Unemployment Cost Management

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 Experian's 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

Requirements:

• An unemployment industry expert with 10+ years of experience
• 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 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
• Experience with Salesforce.com preferred
• Excellent organizational and project management skills
• Bachelor's degree, MBA, or relevant Master's Degree preferred

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