Senior Implementation Consultant

Role Overview

• The Senior Implementation Consultant is responsible for the project management of National/Regional Accounts case implementations with an emphasis on communication, project and exception management.
• Project managing the implementation of new, add issue cases and services on complex cases and ensuring all business partners complete requirements of the sold case process.
• Project Manage the reimplementation of complex cases with acquisitions and major changes in account structures, ensuring all business partners complete requirements of the reimplementation process.
• Specialist is responsible for accurately gathering data and documentation directly from the broker or customer, from the point of sale through the finalization of the Customers Implementation.
• Attend customer/broker finalist & kick-off meetings in person or telephonically. Facilitates the initial introduction of the implementation process including creation and development of kick off materials.
• Owns the completion and retention of implementation documentation.
• Collaborates with Underwriting on pricing and plan design to ensure sold case proposals match customer needs found during data gathering.
• Responsible for the development of finalist materials specific to Implementation process.
• Presents virtually or in person, the Implementation process to the customer/broker during the pre-sale finalist presentation.
• Adherence to Compliance policies and procedures including but not limited to encryption of emails as appropriate.
• Actively participates in internal roundtables and consultation with the sales exec and internal business partners.
• Responds to internal/external customer calls and correspondence related to the implementation of sold case and add issues.
• Follows through on expressed commitment to the external/internal customers and if commitment cannot be met, provide clear expectations on next steps.
• Researches and resolves customer issues, offering alternative solutions.
• Provides consultation on benefits, plan designs and contract language that have been sold to the customer to ensure deliverables meet the customer's needs.
• Responsible for ensuring customer deliverables are delivered accurately and timely.
• Facilitates PG (Performance Guarantee) negotiations with client/broker and internal disciplines.
• Drafts, negotiates, and distributes initial Agreements and Applications (PG's, ASO, LOI's, etc.) and coordinates client signatures and counter signatures.
• Identify non-standard language, provisions or agreements that require consultation with other business.
• Develop successful customer/broker relationships over a compressed timeframe to facilitate the Implementation.
• Transition the case to field service team upon completion of the Implementation without service disruption to the customer.
• Mentors and trains new team members.
• May be overall project leader for other Implementation Consultants to support large blocks of business.
• May represent Implementation in large interdepartmental projects; new product and service rollouts, compliance/legal issues, best practice/procedure changes.
• Travels to in-person finalist or kick-off calls.

Requirements

• 2+ years knowledge of Employee Benefits Life and Disability products, provisions and service offerings required
• 2+ years Employee Benefit Project Management and organizational skills required
• Leave Management and Voluntary product experience a plus
• Prior Employee Benefit Implementation experience strongly preferred
• Customer facing and facilitation experience required
• Ability to develop strategic alliances with various internal and external business partners
• Proficient in MS Office Suite (Word, Excel, PowerPoint, Teams, MS Project)
• Ability to travel up to 20% of the time
• Demonstrates proficiency in utilization of administrative systems (i.e. NSR, Prism/Promise, Case Management, Fusion, WFT, Document Management Folders, SharePoint sites)
• Effective financial underwriting, marketing, relationship and account management capabilities
• Outstanding communication and overall audience assessment. Fosters open communication that encourages team to express thoughts and ideas.
• Negotiating and Influence– finds compromises between disparate points of view, builds constructive consensus.
• Develop effective strategic relationships – Interacts effectively at all levels both within and outside the company. Works well in ambiguous, "gray" situations.
• Strong consultative, critical thinking and problem solving skills

Benefits

• Health insurance
• 401(k) matching
• Flexible work arrangements
• Professional development opportunities
• Paid time off