Benefits Administration Implementation Manager

About the Team/Role:

The Benefits Admin Implementation Manager is accountable for managing and executing all aspects of new implementation projects to deliver on the work sold and ensure all teams are consulted and informed to meet the deliverable date while maintaining best practices. Implementation Project Managers are accountable for the success and completion of the implementations overall, and it is their responsibility to ensure the tasks are complete and reasonable expectations are set for quality.

This role will work closely and coordinate implementation deliverables with the Client Delivery Manager and Implementation Specialists (responsible for client service delivery), System Support Specialists (responsible for system configuration), EDI developers (responsible for file development), and Client Service Analysts (responsible for ongoing processing) to ensure all functionality and processes are delivered on the live date and with quality. Benefits Admin Implementation Manager, along with the Delivery Manager and Account Executive, will play a critical role in the company’s overall client retention by establishing rapport and trust for the growth of client relationships.

How you'll make an impact :

• Support the sales team by participating in prospect opportunity meetings.

• Ensure all new implementations are completed within budget and projected timelines.

• Interact with the client in tandem with the CDM.

• Review and understand the scope of services for each implementation project and engage internal stakeholders to review non-standard services/processes.

• Promote and enforce best practices during implementation projects.

• Forecast and document implementation work effort and hours for each project.

• Accountable for meeting all implementation SLAs related to the client’s scope of services.

• Partner with Account Executive to identify and address any risks during the implementation project and manage the relationship with the client.

• Create and maintain a detailed implementation project plan.

• Kick-off implementation projects with new clients.

• Facilitate conference calls with external parties as needed throughout the project.

• Lead/facilitate all implementation workshops and internal/client status meetings with input from the internal SME’s on each service area or task.

• Interface and keep Account Execs updated on the status of the clients overall project.

• Manage implementation project plan from kick-off to project sign off and hand off to ongoing service delivery post-implementation, ensuring all tasks are completed accurately and on time.

• Assign and coordinate project deliverables (requirements gathering, data conversion, website configuration, carrier/vendor integration, etc.) with all team members involved in the implementation including day-to-day client team contacts, internal technical configuration, EDI, and development team members as well as external clients and vendors.

• Coordinate with Delivery Managers on project governance by maintaining and communicating project status to both the client and company senior leadership, identifying project risks, developing contingencies, and coordinating solutions.

• Engage the Account Executive on identified issues that require escalation and assistance.

• Coordinate and facilitate with the client acceptance testing (CAT) and issue resolution prior to administration go-live.

• Transition new account to Client Delivery Manager for ongoing support after implementation completion.

• Obtain project signoff from the client upon completion of the implementation.

Skills:

Communication: Ability to read, interpret and write complex reports and business correspondence related to business, technical, legal and other such matters as they relate to the position as well as the ability to speak/listen clearly and effectively to persons at multiple levels both inside and outside of the company. Strong verbal and written communication skills including the ability to provide detailed internal and external communications to successfully document instruction and process.

Analytical: Ability to understand limited cause and effect, create instructions, solve practical problems and deal with a variety of complex variables in situations where only limited standardization exists. Must be capable of critical thinking. Ability to anticipate problems before they escalate and the ability to be prepared to propose a solution. Problem solving skills with the ability to demonstrate a disciplined and logical thought process for each situation. The ability to find innovative alternatives to issues prior to evaluating and making decisions.

Computer: Proficient in Microsoft Office Suite, including but not limited to:

• Project

• Excel - pivot tables, V look-up, simple queries

• Word letter writing, mail merge and PDF creation

• Outlook creating and responding to e-mails, scheduling meetings reserving resources, including others

Planning/Organizing:

• Ability to lead a team that will prioritize and execute tasks in time-sensitive situations across multiple projects.

• Coach and coordinate the work of others when balancing multiple tasks.

• Strong verbal and written communication skills, ability to speak/listen clearly and effectively to persons at multiple levels both inside and outside of the company.

• Strong attention to detail, dependability, and follow-through.

Experience you'll bring:

• Experience: 5 to 7 years in Benefits Administration experience (required); Project Management experience

• Education: Bachelor’s Degree or equivalent work experience