Director

• Leading and managing the Unemployment Provisioning teams to achieve individual, team, and our goals
• Maintaining continued improvements of the unemployment claims processing system to guide automation and customer-facing enhancements
• Leading and managing the team who facilitates power of attorney documents on behalf of clients; provides proactive review and analysis to maximize program effectiveness
• Establishing, building relationships, and collaborating with our 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)
• Communicating at all levels to deliver high-quality client service consistent with Experian operational standards and practices
• Ensuring operational excellence across client assignments, desk volume management, and compliance oversight.
• Serving as the liaison for large client implementations and sales discussions, and acting as the highest point of escalation for all UI-related inquiries before involving our teams.
• Supporting managers during client-facing escalations
• Independently tackling multiple tasks and managing responsibilities for self and team(s)
• Leading change, anticipating how other teams might be impacted, and facilitating scoping and process with them
• Assessing client needs and ensuring that the correct service team is in place to develop a customized partnership with each client

Director – Unemployment Enablement

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