Sr Mgr, Implementation

Combined Insurance, a Chubb Company, is seeking a Sr. Manager of Implementation to join our fast-paced, high energy, growing company. We are proud of our tradition of success in the insurance industry of over 100 years. Come join our team of hard-working, talented professionals!

JOB SUMMARY

The Sr. Manager of Implementation is responsible for leading the daily activities and supporting strategic direction of the Chubb Workplace Benefits Implementation team. The Sr. Manager will be responsible for driving workflow creation, building quality control and drive efficiencies that will strengthen the customer experience and further scale operations. 

The Sr. Manager will be responsible for building strong relationships with their team, key sales partners, internal partners, and clients and brokers. As the leader of the team, the Sr. Manager will be responsible for supporting the implementation team with timely and successful resolution of any escalations pertaining to client issues and improving the overall client experience. 

This role should have a strong knowledge of implementation processes and experience in client facing roles and will report to the Director of Implementation. 

RESPONSIBILITIES

• Build and develop Implementation Team and processes to support strategic direction
• Develop and maintain a capable, self-driven team that achieves excellence, is proactive in problem solving, and continues to deliver results.
• Conduct regular team meetings, 1:1 conversations, and participate/speak at all other calls/meetings as needed.
• Engage team via coaching and mentoring to maintain culture of continuous improvement.
• Liaison between internal business units to support development and trouble-shooting activities to bring effective and timely solutions.
• Demonstrate a solid knowledge of Combined products, services including implementation, enrollment technology, administration and billing.
• Establish and build cohesive partnerships with internal and external customers.
• Monitor standardized SLAs and KPIs, support management in the regular use of Dashboards and Metrics to optimize the use of business resources .
• Manage work intake, prioritization, assignment and maintenance of new case implementations.
• Play a leadership role in pre-sale activities through development and participation of finalist presentations as well as consultation and direction on requests for proposals (RFP).
• Drive creation of any needed documentation when gaps are identified, or new processes are created.
• Assist leadership with any reporting, projects and process improvement planning.

COMPETENCIES 

• Problem Solving: Takes an organized and logical approach to thinking through problems and complex issues.  Simplifies complexity by breaking down issues into manageable parts. Looks beyond the obvious to get at root causes. Develops insight into problems, issues and situation.   
• Relationship-Builder – Is helpful, respectful, approachable, team and service-oriented, building strong working relationships and a positive work environment; maintains an exceptional client service mindset.
• Inclusive Team Leadership:  Effectively manages the performance of all team members, motivating and inspiring others toward achieving specific goals. Can adapt leadership style to individual differences and preferences; allows for divergent views and manages constructive conflict. Fosters high collaboration within own team and across the company; constantly acts and thinks “One Combined”.  Defines clear roles and responsibilities while holding others to high performance standards.  Has an inclusive mindset; creates and maintains an inclusive environment of teamwork and collaboration that is motivating for others.  Takes a genuine interest in employees, providing them with feedback and opportunities to support their professional development. Actively seeks to build a diverse team and leverages different capabilities.
• Results Orientation – Effectively executes on plans, drives for results and takes accountability for outcomes. Perseveres and does not give up easily in challenging situations. Recognizes and capitalizes on opportunities. Takes full accountability for achieving (or failing to achieve) desired results. 
• Adaptability: Ability to re-direct personal efforts in response to changing circumstances. Is receptive to new ideas and new ways of doing things. Effectively prioritizes according to competing demands and shifting objectives. Can navigate through uncertainty and knows when to change course  
• Values Orientation – Upholds and models Ch