Implementation Manager

Role Value Proposition:

Responsible for a team of associates focused on the implementation of new clients plan data and system installation of new plans for group customers over 1000 lives. Reviews sold plans and project timelines with Sales to identify any non-standard provisions or services that may impact cost or MetLife’s ability to meet/exceed customer expectations. Partner with business units including Sales, Administration, I.T., and other administrative business units to ensure that implementations are delivered consistently, timely, and of high quality. Conduct weekly or periodic status meetings with Internal Departments, Customers, and Intermediaries to review progress and resolve issues. May be responsible for systems-related issues associated with new plan installations and conversions. Act as liaison between organization’s technology and plan administration staff during and possibly after the implementation process. The Implementation Manager has direct responsibility for the onboarding process and serving as project lead for any activities that the team or organization is managing. The manager has overall responsibility for the associates, products, processes and technology for their team.

Key Responsibilities:

• Reviews sold plan and project timeline with Sales; Identify any nonstandard provisions or services that may impact cost or company’s ability to meet/exceed customer expectations.
• Manages a team of associates that conduct Implementation meetings with our customers and intermediaries to set expectations and to finalize project plan; May negotiate plan design features and administrative services. Holds team of associates accountable to coordinating all case implementation related activities throughout the organization including Sales, Admin, Enrollment Services, Communications, and I.T., etc.
• Conducts regular meetings internally with direct reports to review progress and resolve issues. Monitor progress against project plan.
• Has formal people management responsibilities including workload balancing across the staff and managing their performance
• Has budget responsibilities for team
• Accountable for meeting or exceeding all metrics, including customer satisfaction, and adhering to critical key milestones in the implementation process
• Participate in continuous improvement projects as needed

Essential Business Experience and Technical Skills:

Required:

• High School Diploma or equivalent required; Bachelor’s Degree preferred

• 5 years of business-related experience

• Excellent oral, written and interpersonal communication skills, strong analytical and problem-solving skills.

• Ability to modify and develop procedures and policies to meet reporting needs/requirements.

Preferred:

• Bachelor’s Degree
• 8 years of business-related experience
• 3-5 years of project/people management
• Extensive project Management Skills.
• Advanced business and product knowledge.
• Advanced customer service skills/customer centricity.
• Advanced problem solving & communication.

Salary Grade

12M