Director, Implementation

3 weeks ago

Old Toronto, Canada People Corporation Full time

We are seeking a Director, Implementation & Amendments to join our team in Winnipeg or Toronto.

We are in the people business, dedicated to helping Canadian companies and their valued employees. At People Corporation we make a difference in the lives of more than one million Canadian employees and their families, by providing employee group benefits, wellness solutions, group retirement and pension solutions, and HR services.

Reporting to the VP, Group Solutions, Client Experience, the Director, Implementation & Amendments will be a visionary who will lead the Implementation & Amendments team to ensure our service level is best-in-class. They will oversee operational implementations, amendments, and transitions in the Client Services team and ensure that existing and new clients are implemented on billing and claims platforms according to schedule and budget.

Success in this role will require the Director, Implementation & Amendments to proactively spot any transition challenges and solve them as quickly as possible. They will demonstrate mastery of the implementation, amendment, and transition process, maximizing resourcefulness and minimizing cost and risk. They will also work with developers and the transformation teams to ensure customers' needs are exceeded by influencing platform enhancements to ensure we are offering a world class product. You will lead by example and coach leaders to bring out the best in their team, develop and enhance ideas, and provide training and growth opportunities for people to progress and flourish. Process wise, you will constantly challenge the status quo by striving for efficiency and optimization, and seeking ways to streamline and scale operations while leveraging your knowledge and expertise to enhance and unlock efficiencies of the team.

The Director, Implementation & Amendments will:

  • Provide actionable deliverables that guide the Billing and Claims Implementation / Amendment / Transition teams with the purpose of creating efficient schedules and improving workflow balancing, in support of customer service excellence.
  • Lead the strategy of process mapping and scorecard development to review, develop, and optimize internal processes that will lead to increased efficiency, higher productivity, and decreased turn-around times.
  • Implement and maintain processes / systems / tools that support the effective management and monitoring of key performance indicators for the Administration and Claims Implementation / Amendment and Booklet teams.
  • Manage escalations for the Admin and Claims Implementation / Amendment teams and seek to resolve client risks in accordance with service level agreements.
  • Identify, mitigate, and report client risks.
  • Identify, analyze, and quantify process efficiencies, exploring and implementing automation ideas where possible.
  • Build relationships with various corporate and client project teams.
  • Work collaboratively with the Client Services, Account Management, Consulting teams, and Advisors.
  • Provide input into the development of the strategic vision which will involve participation in various projects and business cases.
  • Oversee feedback to the IT team to arrange user acceptance testing. Ensure the needs and opinions of the Client Services are accurately represented.
  • Provide leadership, support, and testing on external vendor platform projects, change requests, and processes for Enterprise clients when needed.
  • Provide leadership, mentorship, support to the extended team.
  • Support the training team in developing material for staff, as well as taking part in various training sessions and reviewing enhancements made by the development team providing feedback.
  • Identify strengths, weaknesses, opportunities, and risks in Implementation / Amendment, Booklet team.
  • Constantly enhance a client focused approach, working closely with the Client Service Managers, Account Managers and Consultant / Advisors / Brokers.
  • Influence platform enhancements to ensure our products continue to be of best in-class status.
  • Develop and grow relationships with Client Services Management Team.
  • Provide Corporate recommendations on platform that is best suited to meet plan design and plan sponsor requirements.

To be successful as the Director, Implementation & Amendments you will need:

  • Leadership, Engagement and Ownership – Able to function and motivate teams in high pressure environment. Comfortable leading direct and indirect reporting relationships to achieve business outcomes. Identify abilities within team and strengthen opportunities to build skill sets. Be the leader that the team wants to support and follow.
  • Resilience – Functions well in an environment where there are competing priorities with multiple stakeholders and takes the initiative to enact solutions with little direct oversight.
  • Strategy and Program Planning – Able to build the bigger picture and break it down into manageable progressive steps to ensure progress is made on multiple projects.
  • Communication – Have excellent written and oral communication skills, communicates clearly with purpose, and adapts communication style appropriately to suit audience. Can effectively collaborate with senior executive stakeholders and across functional teams.
  • Metrics and results oriented – Effectively uses data to build, deliver, and translate tactile information into trends and meaningful decisions for senior leaders. You demonstrate good critical thinking, analytical, and problem-solving skills.
  • To demonstrate good judgment, a sense of urgency and commitment to high standards of customer service, ethics, regulatory compliance and business integrity.

All-star candidates will have:

  • Minimum of 5 years of People leadership experience.
  • University Degree with 5 years experience in the Group Benefits industry.
  • Ability to understand business processes and strong business acumen.
  • Advanced understanding of Group Insurance benefits and provisions, and contract related terminology.
  • Project Management, LEAN management and Change Management skills a strong asset.

What's in it for you:

  • Extended health care and dental benefits.
  • A retirement savings plan with company contributions.
  • A suite of Health & Wellness offerings.
  • Mental Health programs and support for you and your family.
  • Assistance for the completion of industry designations.
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