We're seeking an experienced Implementation Manager who will be responsible for the delivery of all self-insured Disability and/or Leave Administration services for Reed Services (outsourced) and SaaS (Software-as-a-Solution) clients who have engaged ReedGroup for all or part of their benefit program administration.
The Implementation Manager III has full accountability to bring the right combination of talent, tools and technology to successfully implement a client's benefit program. The Implementation Manager III is accountable for the financial, quality, completeness, timeliness and client satisfaction results of new client implementations, upsells and conversions until the full scope is developed and transitioned to the ongoing services team. The Implementation Manager III has experience managing large scale leave administration, self-insured Disability outsourcing and SaaS and/or payroll implementations.
Responsibilities:
Implementation Management:
Drive project execution from inception through delivery and support hand off.
Manage necessary resources and ensure they are assigned, engaged and know their roles and responsibilities.
Partner with internal and external team members to remove any obstacles blocking success.
Develop and maintain project artifacts and conduct regular reviews to ensure all participants are aware of progress, roadblocks and risks.
Participate in client calls and internal meetings to convey implementation status.
Escalate critical unresolved issues, including recommendations for resolution.
Communicate proactively, clearly and frequently to the development and product stakeholders, executives, and to clients as appropriate.
Consistently present a timely and professional response to all customer issues.
Client Management:
Leads key meetings with client and internal stakeholders.
Builds trust with client and is accountable for overall implementation.
Communicates status, risk and issues and manages goals for the project.
Escalates risks to key client stakeholders as appropriate.
Cost Management:
Informs others on the financial impact of their roles; quantifies and addresses scope changes with the team and client.
Ensures successful project outcomes, deliverables are on time and within budget; manages resources effectively.
Process and Programs:
Advocate and enforce best practices in own work and with the team.
Exchange best practices and lessons learned with other team members. Identify areas in need of improvement and take actions to bridge the gap.
Sales Support:
Represents Implementation Services capabilities and experience in client site visits and finalist meetings.
Team Management:
Ensures the participation of all team members by motivating them to work toward common goals and shared accountability for deliverables.
Engages all team members by stressing the individual accountability each team member has and the shared goals across the entire project team.
Leverages appropriate team members to ensure overall performance and operations of the integrated implementation team.
Holds all project stakeholders (internal and external) accountable for their deliverables and ensures quality deliverables.
Internal Initiatives:
Identifies and acts on needs to help improve/maximize business results.
Supports firm goals and leverages skills/knowledge to act as a model for others to do the same.
Supports enterprise level product & process initiatives including planning and scoping interdependent activities and leading senior business stakeholders to make informed decisions.
Demonstrates a deep understanding of the business & business process, including building strong partner relationships with key business stakeholders.
Actively leads & supports the efforts of other Implementation Managers, including coordination and oversight of the work of other Implementation Managers.
Mentor junior and mid-level Implementation Managers on process, tools and best practices.
Formal Education & Certification
Bachelor's degree in a business, management and/or technical field or equivalent work experience required.
Project management (i.e. PMP) or Certified Professional in Disability Management (CPDM) certification preferred.
Knowledge & Experience
8 years of experience managing large scale leave of absence, self-insured Disability and/or payroll implementations.
In depth understanding of the implementation processes and industry standard expectations and methods.
Strong domain knowledge of leave of absence and self-insured Disability programs.
Strong consulting, influencing and negotiation skills.
Experience working with large functional teams preferred (e.g. Claim Operations, Technology, Offshore teams, Shared Services)
Other Key Skills
Has sufficient knowledge of industry best practices to drive optimal delivery model
Uses project management tools to manage the overall implementation effectively.
Location:
United States
Up to 25% travel within US
About ReedGroup:
As the largest exclusive provider of absence management services, ReedGroup has been dedicated to helping employees return to work safely for more than 35 years. We create a seamless experience so clients can excel at their jobs and better serve their employees - supporting a thriving, engaged, and skilled workforce.
ReedGroup is a wholly-owned, independent subsidiary of The Guardian Life Insurance Company - providing even more ways we can better serve people. Guardian has been helping people protect their futures and secure their lives for more than 150 years, and today serves 27 million people by helping them find financial confidence and well-being in life, health, and wealth. And as one of the largest mutual insurance companies, we know what matters most: putting the needs of customers first.
ReedGroup is an equal opportunity employer. All qualified applicants will be considered for employment without regard to age, race, color, creed, religion, sex, affectional or sexual orientation, national origin, ancestry, marital status, disability, military or veteran status, or any other classification protected by applicable law.
