Corporate Vice President, Director of Implementation Managers
About The Position
The Director of Implementation Managers oversee the successful onboarding and implementation of ancillary benefits for our National and complex clients. This individual will lead a team of national implementation managers, ensuring seamless transitions, optimizing processes, and maintaining high levels of client satisfaction. Drive innovation that supports the changing market needs. Ability to drive change and transformation of the implementation process to incorporate AI and deliver a differentiated implementation experience. The ideal candidate will have a deep understanding of ancillary benefits, strong leadership skills, and a strategic approach to project management and client engagement. The Director ensures organization goals are being met by the team, delivering on moments that matter, contributing to service excellence at the highest level and running at peak efficiency. Along with monitoring of key leading indicators, identifying actionable insights through data, and understanding the ever-changing market needs to drive results and service excellence. Ultimately, fulfills the promises we make to the client in the sales process: to build their employee benefits program through transparency, communication, trusted consultation, product expertise, and service excellence.”
Requirements
- Bachelor’s degree in business, Healthcare Administration, or a related field
- Minimum of 10 years of experience in benefits implementation, project management, or client onboarding, with at least 3 years in a leadership role.
- Strong knowledge of ancillary benefits, including absence, life, disability, and supplemental health products.
- Experience in the national or complex implementation space
- Strong relationship focused with an understanding of the client’s needs
- Demonstrated ability to lead, mentor, and develop high-performing teams.
- Excellent project management skills with experience in Agile, Six Sigma, or other process improvement methodologies.
- Strong problem-solving, analytical, and decision-making skills.
- Exceptional communication and interpersonal skills, with the ability to collaborate effectively across departments.
- Experience working with benefits administration platforms, HRIS systems, and client-facing technology solutions.
- Ability to manage multiple projects and priorities in a fast-paced environment.
- Proficiency in Microsoft Office Suite and project management tools.
Nice To Haves
- Certification in project management (PMP, Six Sigma, or similar) is a plus.
- Experience working in insurance, healthcare, or employee benefits industries in the national space
- Proven track record of driving process improvements and enhancing client satisfaction.
Responsibilities
- Lead and manage a team of national implementation managers, providing guidance, mentorship, and performance oversight.
- Develop and refine implementation strategies to enhance efficiency, scalability, and customer satisfaction.
- Lead innovation initiatives to operationalize AI solutions, enhance efficiency, scalability, and deliver seamless implementation experience.
- Drive enterprise transformation by embedding new ways of working, aligning behaviors and execution to improve performance and elevate the overall implementation experience.
- Coaches and mentors, the team to ensure we are providing guidance and education along the implementation journey.
- Provide training and development opportunities for team members to enhance skills and expertise; coaches on nonstandard provisions and supports development of customized solutions to meet client complexity needs.
- Collaborate cross-functionally with sales, client services, product development, and operations teams to ensure smooth onboarding experiences.
- Address and resolve escalated client issues, ensuring prompt and effective resolutions. Leads internal coordination and oversight of service hyper-care situations.
- Participation with high profile clients to oversee and provide guidance during the moments that matter in the implementation process and at the finalist
- Maintain a deep understanding of ancillary benefits products, industry trends, and regulatory requirements.
- Initiate and implement best practices in project management, documentation, and process optimization.
- Work closely with stakeholders to identify opportunities for innovation and efficiency in the implementation process.
- Participates in strategic project initiatives and may lead workstreams. Champions process improvements with broad impacts, considering benefits for clients and other business units beyond the direct team.
- Establish and track key performance indicators (KPIs) to measure implementation success and drive continuous improvement.
- Prepare and present reports on implementation progress, challenges, and successes to senior leadership.
- Uses data analytics and qualitative information to study business effectiveness and service delivery. Makes recommendations and takes proactive action on information
Benefits
- We provide a full package of benefits for employees – and have unique offerings for a modern workforce, including leave programs, adoption assistance, and student loan repayment programs. Based on feedback from our employees, we continue to refine and add benefits to our offering, so that you can flourish both inside and outside of work.
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What This Job Offers
Job Type
Full-time
Career Level
Director
