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Toronto, Ontario, Canada Company 1 - The Manufacturers Life Insurance Company Full timeJob DescriptionJob Title: Implementation ManagerJob Summary:The Implementation Manager plays a critical role in supporting our distribution partners in delivering value-added benefits and superior service to Consultants and Plan Sponsors. This position requires strong relationship management skills, project management expertise, and a deep understanding of...
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Implementation Project Manager
3 months ago
Position Overview
The Implementation Director plays a crucial role in assisting our distribution partners by ensuring the delivery of exceptional services and value-added benefits to Consultants and Plan Sponsors throughout various phases, including quoting, finalist presentations, and project implementations. This position requires close collaboration with internal teams such as Operations, Underwriting, and Distribution.
Utilizing extensive industry expertise, the Implementation Director is dedicated to providing outstanding service to diverse client and consultant groups. This role serves as a professional representative of Company 1 in client-facing interactions, while also enhancing client and plan member experiences through the effective use of digital tools and resources. Strong relationship management capabilities are essential for establishing and nurturing connections with Clients, Consultants, and the sales teams.
An in-depth understanding of Group Benefits products, services, and internal workflows is essential. The ability to negotiate and influence is critical, as the Implementation Director will collaborate across multiple departments and engage with external Consultants and Sponsors.
Key Responsibilities
Relationship Management – 30%
- Assist distribution partners in securing new business, including participation in finalist presentations and project meetings.
- Act as the primary liaison for clients during new issue implementations and project phases, ensuring that all needs and expectations are met.
- Coordinate and facilitate all client and internal project meetings, maintaining detailed action items and meeting minutes.
- Delegate, negotiate, and follow up on all implementation tasks with relevant internal teams.
- Monitor and report on project statuses, proactively escalating significant barriers or issues to senior management as necessary.
- Support the project team in resolving any arising issues.
Consultation – 35%
- Provide expert guidance on the digital experience for group benefits clients, emphasizing key features and functionalities.
- Encourage group benefits clients to promote the adoption of our digital tools among their plan members.
- Engage in the presale and finalist processes, offering valuable insights.
- Collaborate with clients and implementation teams to gather plan details, clarify requirements, and set delivery timelines.
- Optimize plan activities related to implementation and administration, providing recommendations on design, service options, and technology solutions.
- Guide clients through discussions regarding plan setup, eligibility, and administrative information.
- Apply knowledge of legislative and privacy guidelines to assist clients effectively.
Project Management – 35%
- Create and adjust implementation schedules as needed, ensuring that any impacts of changes are communicated and understood by all affected areas.
- Maintain overall accountability for the smooth execution of implementations, meeting client expectations.
- Manage implementation projects, ensuring tasks are completed, timelines are adhered to, and resources are available.
- Secure necessary approvals for any changes in scope or costs, keeping clients and project teams informed of impacts on timelines and tasks.
- Track costs associated with approved transition allowances and ensure proper billing for any excess costs.
- Conduct Overall Satisfaction Surveys post-implementation to gather client feedback.
What Drives You?
- You prioritize customer satisfaction, actively listening and engaging to serve their best interests.
- You embrace innovative thinking, seeking agile solutions to achieve business outcomes.
- You thrive in collaborative environments, enjoying teamwork to accomplish goals.
- You take initiative and develop solutions that focus on essential outcomes.
- You uphold integrity, doing what is right and voicing concerns when necessary.
- You contribute to a diverse and inclusive workplace, fostering a sense of belonging for all.
Qualifications
- Valid driver's license and access to a personal vehicle.
- Minimum of five years of experience in Group Benefits and/or account management.
- Comprehensive knowledge of Group Benefits products and services.
- Previous experience in a project management capacity is preferred (PMP certification is an asset).
- Proficiency in Microsoft Office applications.
- Ability to influence stakeholders at all levels.
- Strong analytical skills, capable of evaluating data to recommend effective plan designs.
- Excellent customer-facing skills, including communication and expectation management.
- Proven ability to navigate organizational challenges.
- Strong organizational and time management skills.
- Demonstrated experience in presentations and negotiations.
- Bilingualism (French & English) is advantageous.
What We Offer
- Competitive salary and comprehensive benefits package.
- Opportunities for professional growth and skill development.
- Focus on career advancement within the organization.
- Flexible work policies promoting work-life balance.
- Access to professional development and leadership training.
Our Commitment
- Values-Driven Culture: We embody our values daily and work together to uphold them.
- Endless Opportunities: We create pathways for learning and growth at every career stage.
- Redefining Financial Services: We invite you to contribute to the evolution of our industry.
- Diversity, Equity, and Inclusion: We cultivate an inclusive workplace where everyone can thrive.
- Corporate Citizenship: We strive to build a business that positively impacts all stakeholders.
