Implementation Manager

3 months ago

Waterloo, Canada Manulife Full time

**The Opportunity**

Capitalizing on sound industry knowledge, the **Implementation Manager (IM) **delivers superior service to their various client and advisor groups within the **Group Retirement Pension **department. 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 and service teams.

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

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

**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?**
- 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**
- Excellent oral and written communication skills along with strong negotiation skills preferred.
- Minimum five years of work experience in Group Pension and/or account management.
- Thorough knowledge of Group Pension products and services.
- Proficiency in all Microsoft Office products.
- Ability to influence decision makers at all levels.
- Ability to think critically, analyze quantitative and qualitative data, and make recommendations to help clients identify opportunities for effective plan design.
- Strong customer-facing skil

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