Implementation Leader III

Role Value Proposition:

The role of the Implementation Leader III is to manage relationships with new and existing customers’ HR/benefits teams and their brokers to implement products within a specific timeline to meet the required effective date. Become familiar with 20 products made up of Core and Voluntary. Core products include dental, vision, life, disability, and absence management. Voluntary products include, but are not limited to, critical illness, hospital, legal, pet, etc. 

The Implementation Leader is the first face of the customer as we work with them by regularly leading calls confirming plan design, rates, billing and other related details. This includes coordination with internal partners including underwriting, contracts, legal and service.  There are many moving parts to coordinate the management of the end-to-end process which is critical to a successful implementation.  Implementation Leaders manage the backend piece to load our systems as well so contracts can be generated.  

We work out of the office in Aurora in a hybrid model with two days in the office and 3 days virtually (remote) and have a team of support persons including management and peers to assure success and development. At MetLife, we are guided by empathy and the heart of our culture is our people. Come join us where we empower you to build your career, perform at your best and turn your ambitions into reality.

Key Responsibilities:

• Mentor Associates in understanding products and processes
• Participates in training of new Associates
• Facilitate calls with customers and brokers to ensure requirements for initial account set-up and re-enrollment activities are met for assigned clients; responsible for cases with between 1000 -5000 employees 
• Serves as a key relationship liaison with the Sales organization and Brokers to address and resolve implementation issues
• Serves as the implementation single point of contact for new and existing clients adding additional products to their group plan; accountable for leading clients, brokers, and sales partners through the implementation process and facilitating a timely and accurate implementation
• Analyzes, monitors, and executes change requests for clients throughout the implementation phase; ensures that defined service level agreements are met; uses forward thinking to make recommendations to ensure enrollment and service solutions are put in place to meet the account’s needs and expectations
• Identify implementation-related problems and work with manager or senior staff to resolve issues as needed.
• Effectively load administration systems to ensure accurate plan design and efficient customer structure.
• Conduct weekly or periodic status meetings with various parties to review progress and resolve issues.
• Responsible for updating and maintaining workflow and reporting systems.
• Transfer cases to the appropriate administration group once implementation is complete.
• Participate in Continuous Improvement and strategic Projects during off peak season.
• Perform other duties as assigned or required.

Essential Business Experience and Technical Skills:

Required:

• Bachelor's degree or 5 years relevant business experience
• Effective communication and customer relationship skills
• Self-Learner 
• Strong process management, collaborative leadership, problem solving and practice development skills
• Strong personal computer skills with experience in Microsoft Office Products (Word, Excel, PowerPoint, etc.)
• Detail oriented and organized
• Ability to manage multiple projects with competing demands to prioritize
• Excellent customer facing skills and a demonstrated proactive approach to problem-solving
• Ability to handle ambiguity and change
• Ability to multi-task effectively, paying attention to details within tight timeframes 
• Continuously strives to provide superior products and customer service
• Willingness to do what it takes to get the job completed during peak periods
• Willingness to give feedback on processes and procedures and contribute to the integration of the feedback during debrief periods