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Build a meaningful career

At Morneau Shepell, we offer more than career opportunities, we provide career opportunities to make meaningful contributions to people’s lives.  The extraordinary expertise of a more than 6,000-strong workforce is harnessed to support the employees and families of the organizations we serve. Our innovative programs have a lasting impact on the health, financial security and productivity of 24,000 workplaces.

Implementation Manager, Business Solutions
Health & Benefits Administration
Montreal, QC
Full time Permanent

Working within the business team, the Implementation Manager, Business Solutions will have a balance of
strong technical, customer service, project management and leadership skills. You will act as a project
lead/subject matter expert for key practice wide strategic initiatives and client projects for our benefits
administration offerings. Proactively driving our offering and developing solutions to our dedicated support
teams and clients. The role will have dotted line reporting responsibilities to the PMO to support agreed upon
key client projects.


Service Delivery

  • Collaborates with a wide range of internal support units to ensure smooth delivery of projects
  • Ensures best practices are developed and implemented
  • Devises ways to continuously improve team operations; identifies systems inefficiencies and implementsan appropriate plan of action
  • Initiates periodic reviews of technology and processes to improve operational performance
  • Provides feedback to senior leaders regarding teams operations and suggests areas of improvement
  • Attends and leads internal training sessions to build knowledge of practice processes
  • Supports service delivery for a range of clients

Client Solutions

  • Help develop strategic solutions to meet the needs of our clients
  • Perform client need analysis and work in close collaboration with team leads to support transition ofnew initiatives
  • Liaises and meets directly with clients concerning projects that enhance their benefit programs
  • Investigates client issues and proposes timely and cost-effective solutions

Project Management

  • Manage project deliverables by monitoring project scope, schedule and budget
  • Establish and maintain good relations with the client and ensure client satisfaction throughout theproject
  • Direct and motivate the assigned team during the implementation (data, quality assurance, web,configuration, programming)
  • Set priorities, making sure they are identified and communicated, with regular follow-up by clients and the internal team
  • Prepare or revise the evaluations/estimates and timelines for the various project tasks
  • Establish the project plan in cooperation with the internal client team, cross LOB, external stakeholders, and the client
  • Track the progress of the work and project status at weekly meetings (internal meetings and client meetings) and report to the governance committees 
  • Prepare regular project status summaries and present them to clients, senior management and team members
  • Track and control project financials according to the forecasts established
  • Establish project risk-management strategies and apply them internally and with clients
  • Upon project completion, guide the transition with the client and the internal support team



Knowledge and Experience

  • University degree in Actuarial Sciences, Business Administration, Engineering, Computer Science,
  • Finance, Mathematics or a related discipline
  • Minimum of 10 years of experience in software installation, including 5 years in project management, or equivalent experience
  • Strong project management experience supporting multiple teams (Technical and Call Centre Teams)
  • Proven experience managing client relationships
  • Proven analytical and organizational skills, ability to synthesize information, and flexibility in managing multiple projects
  • Exceptional customer focus and strong professional acumen
  • Excellent communication skills in order to effectively discuss the status of each project and address and resolve problems that may impact project success
  • Mentor and coach with demonstrated patience and intuition
  • Proven leader with the ability to manage, motivate and inspire team members
  • Pension or benefits administration experience would be an asset
  • Bilingualism and very good communication skills, both spoken and written

Technical Skills

  • A great working knowledge of IT concepts and systems
  • Good sense of initiative and excellent problem-solving and analytical skills
  • A good understanding of team operations, service delivery, and continuous improvement
  • Data analytics skill - collect and mine data
  • An excellent understanding of MS Word, Excel, PowerPoint and an ability to learn new software quickly
  • Knowledge of Ariel Benefits Administration system would be an asset
  • Strong understanding of requirements, able to document and develop the business team’s knowledge
  • Strong understanding of quality assurance testing, able to set up test plans and work with the various teams to establish and execute a plan 

Job Grade: MS5

Fulfilling work that matters

Morneau Shepell is in the business of helping organizations help their people and in the process, we strive to elevate ours. 

We're always looking for talented professionals and strategic leaders looking to make a difference in the lives of the people we serve.

We appreciate the interest of every applicant; however, we contact only those selected for an interview.

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