National Implementation Manager - Group Benefit Solutions

Location Designation: Fully Remote 

 

 

When you join New York Life, you’re joining a company that values career development, collaboration, innovation, and inclusiveness. We want employees to feel proud about being part of a company that is committed to doing the right thing. You’ll have the opportunity to grow your career while developing personally and professionally through various resources and programs. New York Life is a relationship-based company and appreciates how both virtual and in-person interactions support our culture.

 

GBS

 

 

Role Overview

This role is responsible for managing and driving the new business processes for a successful implementation of New York Life Group Benefit Solutions products and services for new and existing GBS clients.  Specializes in the 5000+ Specialty client segment. Directs the implementation and communication process for clients, regardless of product mix or administrative arrangement. Delivers on moments that matter and ensures clear and concise communication, by educating and guiding the client and broker throughout the implementation. Ultimately, fulfills the promises made during the sales process: to build their employee benefits program through transparency, communication, trusted consultation, product expertise, and service excellence.

 

How You'll Grow:

The National Implementation Manager has overall responsibility for the end-to-end management of the implementation process and key deliverables for clients. 

 

• Develop and negotiate the implementation plan for sold accounts and monitor progress against timeline due dates. 
• They have direct interaction with clients, broker, sales, client management, leave of absence team, and other internal business units as needed.
• Interacts directly with enrollment solutions team, sales, and client management to design and develop communication/enrollment strategy. 
• Works jointly with business partners to prepare accurate enrollment/promotional materials which meet all legal requirements.
• Coordinates delivery of required communication materials and ensures timely delivery.
• Participates in finalist presentations with sales team to effectively convey strengths of our implementation process and commitment.
• Coordinates meeting schedules with client, producer and client management team, along with other additional needed resources. Hosts and leads external implementation meetings.
• Develops and provides implementation timeline, regularly providing client an updated timeline to ensure commitment of all deliverables. 
• Educates and guides the client through the process and sets expectation on roles and due dates. Assembles and delivers implementation documents to client and obtains sign-off. 
• Coordinates with the leave of absence specialist the project plan and deliverables for implementation of the FMLA services for combined new implementations.
• Works closely with FML operations to develop a plan which meets the client and customer needs as well as those of Group Benefit Solutions. 
• Serves as a resource to leave of absence team for standalone FML implementations. 
• Manages the gathering of critical information with the client and producer. Educates, negotiates, identifies red flags, and resolves all issues relative to the overall implementation process and timing of deliverables.
• Utilizes the Voice Of the Customer to understand the client’s needs and actions throughout the implementation journey.   
• Communicates client’s expectations to business partners via Expert Team Meetings or individual communications.Owns initiation of meeting and leads discussions. 
• Engages in clear, effective communication to establish responsibilities and internal due dates for all business partners on each implementation. 
• Develops and utilizes knowledge of administrative processes and products to educate client, producer and internal partners. 
• Validates content of issued policies/agreements accurately reflects the intent of quoted products and services.
• Captures and coordinates corrections/changes with internal business areas as appropriate to ensure client satisfaction.
•  Responsible and accountable for accuracy/integrity and timeliness of all data elements provided to the internal client set up unit and contracts including, but not limited to: case structure and billing set up, eligibility collection and data card details. 
• Coordinates with Contracts area to produce policies, certificates, and agreements which meet all legal requirements.
• Educates the various internal functional areas on implementation guidelines and workflow which are critical to the success of the implementation process.
• Provides on-going analysis and identifies co