Job Responsibilities and Requirements

The Sr. Client Implementation Manager will be responsible for developing and overseeing new client installations for the most complex cases in the RSL’s portfolio. This includes overall accountability for the successful new case installation of employee accounts that have core Life, Disability, Absence and/or Voluntary benefits. He/she will drive the process through a combination of direct involvement, partnership with account management, and influence and coordination with internal partners.  With additional responsibility to support the Manager - Implementation in areas of team training, development, mentoring and administrative support requirements. He/she will assist in the drive the process through a combination of direct involvement, partnership with the National Account Manager team, and influence over internal partners (field support/service resources, Matrix Absence Management resources, etc.)

Client Management

• Provide leadership and subject matter expertise to new client to ensure successful implementation, enrollment and ongoing support for assigned clients / territories.

• Lead new client installation calls for assigned clients/sales offices.

• Proactively communicate to the client to ensure appropriate setup and understanding of systems, tools and processes, including (but not limited to) billing, contracts and web tools.

• Identify, research and coordinate the resolution of client-level issues for new clients.

• Interface with IT and service teams to develop solutions to broker and client’s specific needs, and to proactively communicate/document potential issues.

• Coordinates training and communication strategy

• Liaison between client/broker/HR platform and internal resources.

• Develop and maintain cooperative partnerships with Administrative Office Departments and work closely to ensure effective communication with Regional Sales Staff, implementation and home (administrative) office counterparts. 

Administrative

• Create and deliver new client administrative kits in an accurate and timely manner.

• Coordinate fulfillment, tracking, billing, and inventory process for all enrollment communication materials.

• Perform enrollment resource/logistical coordination for extra-territorial and multi-site clients (within and outside assigned territory when required).

• Data transfer setup and test plan with internal and external resources   

• Work with marketing to ensure appropriate delivery of client materials.

• Support corporate model to drive improvements to the overall process of on-boarding new customers.

• Makes decisions within guidelines and policies that impact own priorities and allocation of time to meet deadlines

Leadership:

• Engages team members in talent management and development opportunities, and builds a positive and respectful work environment.

• Supports the Manager in the oversite of the implementation and measurement of “best practices” to continually enhance the team's efficiency and effectiveness.

• Models and drives company values in the departments.

• Acts as a Subject Matter Expert (SME) and support the team’s development through mentorship and employee development.

• Lead discussions at routine team meetings with manager approval of agenda

• Collaborates with team members and management in recommending and implementing improvement opportunities.

• Provides leadership and subject matter expertise within the team and provides mentor and training support for newer team members.

Expertise

• Understands the company and its key business drivers; uses this knowledge to guide own work

• Expands conceptual knowledge in own discipline and broadens capabilities and displays a wellness to share with others

• Has developed breadth and/or depth of expertise in more than one activity or process, or acts as a “go to” person in an area

• Supports a range of decisions related to own work and the work of others in the team; may confer with supervisor on the development or needs within the team.

• Supports decision-making process – guided by the department business plan – that impact the department’s results

Required Knowledge, Skills, Abilities and/or Related Experience

• Bachelor’s Degree in Business, Marketing, and /or Communications is required. An MBA or advanced degree in a related field is preferred.

• Minimum of 3-5 years of directly related experience is required.

• Superior