Senior Associate, Implementation Manager

Location Designation: Fully Remote 

Group Benefit Solutions delivers comprehensive insurance and absence management solutions for mid-sized and large companies. Our work fosters a healthier, happier, and more secure workforce, contributing to New York Life’s legacy of being there when we’re needed most. Here, you'll design, implement, and support these solutions directly impacting employees’ lives. At our core, we provide financial security and peace of mind to people through our absence, accident, disability, voluntary benefits, and life insurance solutions. Click here to learn more about Group Benefits solutions.

What You'll Do:

• Primarily focuses on implementing multiple product policy types (typically LAD and VB) for clients with more than 1,000 - 4,999+ lives.
• Responsible for the end-to-end management of the implementation process and timeliness of key deliverables within the onboarding experience including enrollment readiness, data exchange, contract delivery, and premium administration actions from point of sale through transition to ongoing account management. Is the primary contact for all parties throughout the implementation.
• Interacts directly with Clients, Sales, Broker and Account Management to guide and collect plan design and administrative decisions. Works collaboratively with several business partners including, but not limited to: Data Exchange, Premium Administration, Enrollment, Contracts, Configuration, and Claims. Accountable for the timely execution of tasks and deliverables on behalf of the NYL team associated with implementation. Ensures accurate documents are delivered to the customer.
• Identifies and resolves issues throughout the implementation process. Monitors and communicates project status if client is at risk of meeting milestone dates, deliverables, or encounters barriers that moderately or significantly impacts the successful execution of services and experience. Collaborates with project team to mitigate risks and present solutions for timely and accurate implementation deliverables.
• Proactively addresses and monitors broker expectations throughout the implementation. Responsible for the client's overall satisfaction and meets Voice of Customer metric goals. Incorporates customer and partner feedback to improve future experiences.
• Presents clear and concise written and verbal communication with all parties. Owns meeting facilitation and scheduling throughout implementation. Develops and delivers implementation project management tools. Familiar with portal capabilities to respond to client questions. May conduct walkthrough demonstrations of portals and present other materials to demonstrate administration options and solutions.
• Simultaneously manages a portfolio of client implementations (ranges from 5-25 at any given time) based on demand and complexity. Completes workflow tasks by due dates and maintaining client folders and documentation.
• Participates and supports various GBS initiatives within and outside of Client Readiness team. Actively participates in continuous improvement actions that improve the clients' experiences and drive efficiencies for GBS.

What You'll Bring: 

• 5 years of insurance or benefit industry experience
• 5 years of customer-facing responsibilities
• Proficient technical knowledge in multiple Group Benefit Products, including Life, Disability, Accident, Critical Illness, or Absence solutions
• Excellent organizational skills and ability to multi-task and meet tight deadlines
• Ability to navigate and develop relationships within a matrix organization
• Excellent written and verbal communication skills, and demonstrates active listening
• Strong presentation skills, with ability to demonstrate poise and agility to meet needs of audience
• Identifies problems and actively engages in problem-solving activities
• Possesses a growth mindset, demonstrating curiosity, continually striving to improve
• Ensures attention to detail is given to all technical aspects of role
• Strong influencing and negotiation skills
• Bachelor's degree preferred
• Ability to travel up to 10%

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