Director - Implementation

Job Responsibilities and Requirements

The Director, Implementation will be responsible for a team of Implementation Specialists, Managers/Team Leaders, and additional resources assigned to support the enterprise that are accountable for the onboarding of all new business customers. He/she will drive the process through a combination of direct involvement, partnership with the sales team, and influence over internal partners (field support/service resources, underwriting, contracts, premium services, commissions, etc.). The Director will be responsible for the oversight of all escalated Human Resource issues including preference evolutions, preformation action plans and staffing. Including being accountable/reasonable for metric reporting to senior managers, liaising with clients, and attending client meetings when required.

Implementation

• Focus may be on one of the following areas:

  • Large Case Implementation: overseeing the RSL/IEB/Voluntary Account Implementation processes for cases in the aLEAVEiate, Middle Market, and National spaces.

  • Regional Case Implementation: overseeing the 2 – 1999 (non-MATRIX/IEB) implementation processes

• Directs a team of Implementation Specialists, Managers/Team Leaders, and additional supporting resources responsible for the onboarding of new customers in alignment with the organizational direction and established process.

• Supports the development of Salesforce, digital solution alignments within the business.

• Works in collaboration with other Implementation Directors, to ensure synergies within the Implementation unit and on-boarding administrative processing.

• Provides subject matter expertise to the Implementation team to ensure the successful implementation, enrollment, billing, and ongoing support for assigned clients/territories.

• Proactively communicates to the Implementation team the appropriate setup and understanding of RSL/Matrix systems, tools, and processes, including (but not limited to) billing, contracts, and web tools.

• Oversees the creation, update, and delivery of the team’s training tools and aligns support training in an accurate and timely manner.

• Engages in support and identification to research and resolve escalated client-level onboarding or service issues for new client onboarding.

• Responsible for the tracking and balance of new case assignments while monitoring the fulfillment, tracking, and inventory management process for all assigned new business accounts.

• Accountable for the coordinated fulfillment, tracking, billing, and inventory process for all enrollment communication materials for the supported market segment.

• Works with all service levels to ensure appropriate delivery of service and on-boarding customer support.

• Interfaces with internal functional units at all levels to develop solutions to broker and client’s specific needs, and to proactively communicate/document potential issues.

• Directs the team’s development forward and refinement of business in accordance with company objectives, metrics and goals. Generates timelines, estimates costs, and ensures projects meet the needs of the organization.

Process Improvement

• Continues to define and manage the Account Implementation on-boarding process, to increase process effectiveness and ensure client satisfaction.

• Oversees the creation and maintenance of implementation policies, procedures, and manuals.

• Defines and monitors assigned implementation projects and scope.

• Develops departmental plans, including business, production, and/or organizational priorities.

• Develops and monitors team’s performance in support of specific, reportable implementation metrics. Gathers and analyzes historical utilization data, and present analysis to project stakeholders and executives for better program effectiveness and baselines for benchmarking cost savings.

• Collaborates with all cross-functional departments and program owners to ensure consistent communication and delivery strategy.

• Influences and/or advocates for cross-functional process improvements and accountability to improve client perceptions.

• Influences cross-functional departments, as necessary, to ensure successful implementations and superior client service.

• Consults in an inclusive manner with Team Managers/Leaders and Implementation Managers to solicit internal team feedback to continue with customer onboarding process improvement.

• Monitors the maintenance of all applicable tools on the Company intranet, ensuring easy and ongoing access to the most current materials and tools.

Leadership

• Has the ability to lead calmly with a positive outlook for the company.

• Accountable for the overall performance of the team; engages team leaders, managers, and members in talent management and development opportunities, and builds a positive and respectful work environment.

• Makes collaborative decisions on hiring, firing, discipline, transfer, advancement, and promotion in accordance with Company policies and procedures.

• Expertise in the role as a Project Manager, while partnering with Sales and sales leadership on alignment and strategic processing objectives.

• Accountable for the oversight of management-related issues.

• Directs and oversees the support of implementation and the measurement of “best practices” to continually enhance the team's efficiency and effectiveness.

• Has overall accountability for teams’ development and training and advancement within the organization.

• Models and drives company values in the departments in accordance with the company’s objectives.

• Responsible for the team’s continued development and deployment of process improvements, their metric accountabilities, and skill set advancement.

• Accountable for the development of the Managers/Team Leaders in the areas of employee development, training, and management oversight.

Position Scope

• Individually directs a team of case onboarding professionals who have regular interaction with clients.

• The team should all have familiarity and develop and expertise in the insurance industry and client interaction

• Oversees new case assignments, regional support distribution, and case assignments.

• Provides weekly reporting/status report out and monthly dashboard reporting metrics to leadership.

• Works with manager on budget compliance.

• Accountable for the performance and results of related disciplines or departments.

• Makes decisions – guided by the department business plan – that impact the department’s results.

Required Knowledge, Skills, Abilities, and/or Related Experience

• Bachelor’s degree in general business or related field

• 5 years of related experience, including client/implementation management, preferably in an employee benefits organization

• Life and Health license desirable.

• Experience with and comfort utilizing group benefits claims/eligibility and report systems is desirable.

• Proven success influencing remote staff and cross-functional resources.

• Strong knowledge of group disability, life insurance, and other employee benefits (AHIP, LOMA, or CEBS preferred).

• Excellent presentation, influencing, and written/verbal communication skills.

• Proficient in Microsoft Office products and ability to master applicable RSL and Matrix systems and processes.

• Proven ability to deal with tight deadlines and excellent analytical and problem-solving skills.

Ability to Travel: Up to 25%

Work location may be flexible if approved by the Company.

What We Offer

At Reliance Matrix, we believe that fostering an inclusive culture allows us to realize more of our potential. And we can’t do this without our most important asset—you.

That is why we offer a competitive pay package and a range of benefits to help team members thrive in their financial, physical, and mental wellbeing.

Our Benefits:

• An annual performance bonus for all team members
• Generous 401(k) company match that is immediately vested
• A choice of three medical plans (that include prescription drug coverage) to suit your unique needs. For High Deductible Health Plan enrollees, a company contribution to your Health Savings Account
• Multiple options for dental and vision coverage
• Company provided Life & Disability Insurance to ensure financial protection when you need it most
• Family friendly benefits including Paid Parental Leave & Adoption Assistance
• Hybrid work arrangements for eligible roles
• Tuition Reimbursement and Continuing Professional Education
• Paid Time Off – new hires start with at least 20 days of PTO per year in addition to nine company paid holidays. As you grow with us, your PTO may increase based on your level within the company and years of service.
• Volunteer days, community partnerships, and Employee Assistance Program
• Ability to connect with colleagues around the country through our Employee Resource Group program

Our Values:

• Integrity
• Empowerment
• Compassion
• Collaboration
• Fun

EEO Statement

Reliance Matrix is an equal opportunity employer. We adhere to a policy of making employment decisions without regard to race, color, religion, sex, national origin, citizenship, age or disability, or any other classification or characteristic protected by federal or state law or regulation. We assure you that your opportunity for employment depends solely on your qualifications.