Implementation Manager

2 weeks ago

Montréal, Canada Manulife Full time

We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out, we help you step up, because when colleagues are healthy, respected and meaningfully challenged, we all thrive. Discover how you can grow your career, make impact and drive real change with our Winning Team today.

**Working Arrangement**

Hybrid

Reporting to the Manager, Plan Sponsor Services, the Implementation Manager (IM) supports our distribution partners in the delivery of value-added benefits and superior service to Plan Advisors/Consultants and Plan Sponsors during the quote, finalist, implementation and warranty period. This team routinely collaborates with internal service providers such as Customer Experience, Underwriting, and Service Delivery.

Capitalizing on sound industry knowledge, the IM delivers superior service to their various client and advisor groups. This role represents Manulife professionally in client-facing meetings as well as driving value for our clients and their plan members through empowering them to use Manulife’s group pension engagement platform. Strong relationship management skills are essential in building and maintaining connections with Clients, Advisors/Consultants and Manulife’s sales teams.

An in-depth knowledge and understanding of the Group Pension products, services and workflows both internally and within the regional office environments are a must. Negotiating and influencing skills are paramount given that the IM collaborates internally across multiple departments, as well as externally with Plan Advisors, Consultants and Sponsors.

Project, meeting and time management skills are required to ensure deliverables for each implementation are met. Presentation skills, both in person and virtually via Skype are also necessary.

**Fluent in French required.**

The IM will have accountability to ensure client service satisfaction at all times.

**Responsibilities**:
**Relationship Management - 35%**
- Support Distribution partners in the acquisition of new business; including in finalist presentations and implementation meetings.
- Primary contact for the client during new issue implementation phases. The IM has the overall accountability for the relationship with the client during the implementation, ensuring the needs, expectations and timelines set out in the project are being met.
- Coordinates and facilitates all client and internal project team meetings (virtual or live) including the maintaining of action items and meeting minutes
- Delegates, negotiates and follows up on all implementation tasks with each of the internal areas that are involved
- Tracks and reports the status of each project and proactively escalates any significant barriers or issues to Senior management where necessary.
- Supports the project team and assists in resolving any issues.

**Consultation - 35%**
- Provide expertise on Manulife’s digital experience for group pension clients (Web, mobile, voice), and highlight key features and functionality
- Support group pension clients in driving adoption of our digital tools and experiences among their plan members
- Supports, participates and provides input in the presale/finalist process.
- Works with the client and implementation team to obtain plan details, clarify requirements, and establish delivery dates for tasks in the project.
- Optimizes the plan's activities, as it relates to implementation and administration, providing recommendations on plan design, service options, technology solutions, and any ongoing administration needs to the client.
- Provides direction and solutions during client discussion regarding plan set-up, eligibility, contractual and administrative information. Applies understanding of legislative and privacy guidelines to assist client in meeting

**Project Management - 30%**
- Creates implementation schedules and modifies during the implementation as required; ensuring that any downstream impacts of changes are clearly articulated, understood and carried out by each impacted area.
- Has overall accountability for ensuring the implementation goes smoothly and meets the client's expectations.
- Manages the implementation project, ensuring tasks are being completed, timelines are being met, resources are available, and assisting with reducing any roadblocks
- Ensures appropriate approval received for increased scope/costs, notifies client and project team of changes/impacts to timeline and other tasks. Ensures all affected parties agree with the solution and impact on timeline and ensures any additional costs for customization is outlined to the client.
- Tracks the customization costs where a transition allowance has been approved and ensures the client is billed where the costs exceed the allowance.

**What motivates you?**
- Y

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