Implementation Specialist

3 weeks ago

Waterloo, 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

**The Opportunity**

The role of Implementation Specialist is to implement the new business of our mid case clients into our GRS and to project manage any complex amendments or plan changes for our mid case clients as well as simple amendments and fund rationalizations for the large case as required.

The role involves relationship management, consulting, and project management. Utilizing a project management approach, the Implementation Specialist is involved during the implementation and warranty process to see the Customer through all aspects of the Implementation. Through a partnering relationship with the Account Executive, Client Relationship Manager and internal teams, the Implementation Specialist will ensure that Manulife is responding to the needs of the Customer as well as Manulife.

The Implementation Specialist will have primary responsibility for project managing to ensure a successful implementation with tracking and reporting on the progress of the various implementation stages.

**How will you create impact?**
- Managing across wide spectrum - The client, the external consultant, GFO, various internal GRS departments via face-to-face meetings and conference calls
- Overall Accountability for new business of our mid case clients into GRS and to project manage any complex amendments or plan changes for our mid case clients as well as simple amendments and fund rationalizations for the large case as required
- Coordinate and/or handle defining plan design requirements, facilitating member data transfer, moving of plan assets
- Implementation Specialists are expected to handle between 15 to 20 implementations at any one time: depending on size and complexity and the success of our sales organization

**Responsibilities**
- Creation of implementation schedules
- Primary contact for the Client and/or Advisor during the implementation phase
- Works with the client and implementation team to obtain plan details, clarify requirements, and establish delivery dates for tasks in the project
- Coordinates and leads/facilitates the Client meeting
- Coordinates, delegates, negotiates, and follows up on all implementation tasks with each internal area involved throughout the process areas to ensure all areas have required information for plan set up and works as liaison with client to resolve issues, missing information
- Tracks and reports the status of each project and proactively escalates any significant barriers or issues to Sr. management as necessary
- Project manages the implementation schedule, provides status updates to Client and/or Plan Advisor and Account Executive and/or Client Relationship Manager
- Coordinates the initial enrolment period (paper enrolment forms, or electronic data) and contacts plan sponsor for missing employee information
- Communicates with internal teams to resolve exceptional situations and problems that arise during the issue process

**What motivates you?**
- You obsess about customers, listen, engage and act for their benefit.
- You think big, with curiosity to discover ways to use your agile approach and enable business outcomes.
- You thrive in teams and enjoy getting things done together.
- You take ownership and build solutions, focusing on what matters.
- You do what is right, work with integrity and speak up.
- You share your humanity, helping us build a diverse and inclusive work environment for everyone.

**What we are looking for**
- Knowledge of contract provisions and administrative practices of Group Retirement products and systems
- Group Retirement experience
- Good knowledge of Window’s based software (Word, Excel)
- Excellent verbal and written communication skills
- Excellent interpersonal skills
- Strong negotiation and problem-solving skills with the ability to recognize implications of issues and solutions
- Ability to handle fluctuating workloads and multiple priorities within set time constraints
- Customer service focused - ability to effectively negotiate/communicate with internal and external clients
- Strong analytical skills
- Attention to detail
- Bilingualism would be a definite asset
- Understanding of the large case market include HR Services and IS requirements for these services

**What can we offer you?**
- A competitive salary and benefits packages.
- A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills.
- A focus on growing your ca

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