Experian is a global data and technology company, powering opportunities for people and businesses around the world. We help to redefine lending practices, uncover and prevent fraud, simplify healthcare, create marketing solutions, and gain deeper insights into the automotive market, all using our unique combination of data, analytics and software. We also assist millions of people to work towards their financial goals and help them save time and money.
We operate across a range of markets, from financial services to healthcare, automotive, agribusiness, insurance, and many more industry segments.
We invest in people and new advanced technologies to unlock the power of data. As a FTSE 100 Index company listed on the London Stock Exchange (EXPN), we have a team of 22,500 people across 32 countries. Our corporate headquarters are in Dublin, Ireland. Learn more at experianplc.com.
Experian Employer Services Description
As the world of work evolves, human capital management must keep pace. Employers have been looking for scalable, client-focused alternatives. In response, Experian has brought together the industry's 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 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
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/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. Experian's 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. Experian's people first approach is award-winning; World's 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 Experian's 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
