Senior Director, Unemployment Cost Management

Experian

full-time

Posted on:

Location Type: Remote

Location: Remote • Illinois • 🇺🇸 United States

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Salary

💰 $153,075 - $275,535 per year

Job Level

Senior

Tech Stack

SFDC

About the role

  • The Senior Director of Unemployment Cost Management will lead the Unemployment Management Delivery Service
  • 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
  • Establishing, building relationships, and collaborating with internal teams such as Customer Success, Product, Implementation, Sales, Finance, and Marketing
  • Communicating at all levels to deliver high-quality client service consistent with Experian operational standards and practices
  • Consistently achieve productivity and performance measurements
  • Leading change, anticipating how other teams might be impacted
  • Assessing client needs and ensuring that the correct service team is put in place

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
  • 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
  • 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
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

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
unemployment claims processingclaims coordinationrepresentation at unemployment hearingsUI State Integrity lawsState Information Data Exchange system (SIDES)operational service delivery managementservice qualityprocess improvementautomationcustomer-facing enhancements
Soft skills
leadershippartneringinfluencingcommunicationcustomer-focused mindsetorganizational skillsproject managementcollaborationchange managementclient service
Certifications
Bachelor's degreeMBAMaster's Degree