Implementation Manager

The Implementation Manager (IM) supports our distribution partners in the delivery of value-added benefits and superior service to Consultants and Plan Sponsors during the quote, finalist, implementation, warranty period and complex projects. This team routinely collaborates with internal service providers such as Operations, Underwriting, and Distribution.

Capitalizing on sound industry knowledge, the IM delivers superior service to their various client and consultant groups. This role represents Manulife professionally in client-facing meetings as well as driving value for our clients and their plan members through empowering them to use Manulife’s group benefits digital tools and experiences. Strong relationship management skills are essential in building and maintaining connections with Clients, Consultants and Manulife’s sales and operational teams.

An in-depth knowledge and understanding of the Group Benefits products, services and workflows both internally and within the regional office environments are a must. Negotiating and influencing skills are paramount given that the IM collaborates internally across multiple departments, as well as externally with Consultants and Sponsors.
Project and time management skills are required to ensure deliverables for each implementation are met. Presentation skills, both in-person and virtually are also necessary. The IM will have accountability to ensure project deliverables are met and client satisfaction achieved at all times.

Position Responsibilities:

Relationship Management - 30%

• Support Distribution partners in the acquisition of new business; including in finalist presentations and implementation/project meetings.

• Primary contact for the client during new issue implementation and project phases. The IM has the overall accountability for the relationship with the client during the implementation, ensuring the needs, expectations and timelines set out in the project are being met.

• Coordinates and facilitates all client and internal project team meetings (virtual or live) including the maintaining of action items and meeting minutes

• Delegates, negotiates and follows up on all implementation tasks with each of the internal areas that are involved

• Tracks and reports the status of each project and proactively escalates any significant barriers or issues to Senior management where necessary.

• Supports the project team and assists in resolving any issues.

Consultation - 35%

• Provide expertise on Manulife’s digital experience for group benefits clients (Web, mobile, voice), and highlight key features and functionality

• Support group benefits clients in driving adoption of our digital tools and experiences among their plan members

• Supports, participates and provides input in the presale/finalist process.

• Works with the client and implementation team to obtain plan details, clarify requirements, and establish delivery dates for tasks in the project.

• Optimizes the plan's activities, as it relates to implementation and administration, providing recommendations on plan design, service options, technology solutions, and any ongoing administration needs to the client.

• Provides direction and solutions during client discussion regarding plan set-up, eligibility, contractual and administrative information.

• Applies understanding of legislative and privacy guidelines to assist clients during discussions

Project Management - 35%

• Creates and modifies implementation schedules during the implementation as required; ensuring that any downstream impacts of changes are clearly articulated and if needed risk management assessment is conducted, understood and carried out by each impacted area.

• Has overall accountability for ensuring the implementation goes smoothly and meets the client's expectations.

• Manages the implementation project, ensuring tasks are being completed, timelines are being respected, resources are available, and assisting with reducing any roadblocks

• Ensures appropriate approval received for increased scope/costs, notifies client and project team of changes/impacts to timeline and other tasks. Ensures all affected parties agree with the solution and impact on timeline and ensures any additional costs for customization is outlined to the client.

• Tracks costs where a transition allowance has been approved and ensures the client is billed where the costs exceed the allowance.

• Provide Overall Satisfaction Survey post implementation for clients.

Required Qualifications:

• Minimum five years of work experience in Group Benefits and/or account management.

• Thorough knowledge of Group Benefits products and services.

Preferred Qualifications:

• Previous experience in a project management role/approach. (PMP an asset)

• Proficiency in all Microsoft Office products.

• Ability to influence decision makers at all levels

• Ability to think critically, analyze quantitative and qualitative data, and make recommendations to help clients identify opportunities for effective plan design

• Strong customer-facing skills including expectation management, communication skills, information management

• Ability to drive issues through the organization;

• Strong organization and time management skills;

• Demonstrated experience in presentation skills, negotiating commitments, turnaround times, etc. with various other line areas;

• Must have a valid driver’s license and a personal automobile.

• Bilingual (French and English) preferred but not required - The successful candidate will be required to communicate in English and French in order to support clients from various jurisdictions outside of Quebec.

When you join our team:

• We’ll empower you to learn and grow the career you want.

• We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.

• As part of our global team, we’ll support you in shaping the future you want to see.

À propos de Manuvie et de John Hancock

La Société Financière Manuvie est un chef de file mondial des services financiers qui aide les gens à prendre leurs décisions plus facilement et à vivre mieux. Pour en apprendre plus à notre sujet, rendez vous à l’adresse www.manuvie.com.

Manuvie est un employeur qui souscrit au principe de l’égalité d’accès à l’emploi

Chez Manulife/John Hancock nous valorisons notre diversité. Nous nous efforçons d’attirer, de perfectionner et de maintenir une main d'oeuvre qui est aussi diversifiée que nos clients, et de favoriser la création d’un milieu de travail inclusif qui met à profit la diversité de nos employés et les compétences de chacun. Nous nous engageons à assurer un recrutement, une fidélisation, une promotion et une rémunération équitables, et nous administrons toutes nos pratiques et tous nos programmes sans discrimination en raison de la race, de l’ascendance, du lieu d’origine, de la couleur, de l’origine ethnique, de la citoyenneté, de la religion ou des croyances ou des convictions religieuses, du genre (y compris grossesse et affection liée à une grossesse), de l’orientation sexuelle, des caractéristiques génétiques, du statut d’ancien combattant, de l’identité de genre, de l’expression de genre, de l’âge, de l’état matrimonial, de la situation de famille, d’une invalidité ou de tout autre motif protégé par la loi applicable.

Nous nous sommes donné comme priorité d’éliminer les obstacles à l’accès égalitaire à l’emploi. C’est pourquoi un représentant des Ressources humaines collaborera avec les candidats qui demandent accommodement raisonnable pendant le recrutement. Tous les renseignements communiqués pendant le processus de demande d'accommodement seront stockés et utilisés conformément aux lois et aux politiques applicables de Manuvie. Pour demander une mesure d’accommodement raisonnable dans le cadre du recrutement, écrivez à hr@manulife.com.

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Les employés ont également la possibilité de participer à des programmes incitatifs et de recevoir une rémunération liée à la performance de l’entreprise et des individus. Le salaire réel variera selon les conditions du marché local, la région géographique et les facteurs propres au poste, tels que les connaissances, les compétences, les qualifications, l’expérience et la formation. Si vous postulez à ce poste en dehors de votre lieu principal, veuillez contacter hr@manulife.com pour connaître la fourchette salariale applicable à votre région.

Manuvie offre aux employés admissibles une vaste gamme d’avantages sociaux personnalisables, notamment une assurance soins médicaux, soins dentaires, santé mentale, soins de la vue, invalidité de courte et de longue durée, assurance vie et assurance DMA, assurance adoption, de maternité de substitution et de soins médicaux non urgents ainsi que des programmes d’aide aux employés et leur famille. Nous proposons également aux employés admissibles différents régimes d’épargne-retraite (y compris des régimes de rente et un programme international d’actionnariat assortie de cotisations patronales de contrepartie) ainsi que des ressources en matière d’éducation et de conseils financiers. Notre généreux programme de congés rémunérés au Canada comprend les jours fériés, les congés annuels, les congés personnels et les congés de maladie, et nous offrons toute la gamme des congés autorisés prévus par la loi. Si vous posez votre candidature à ce poste aux États-Unis, veuillez écrire à hr@manulife.com pour obtenir de plus amples renseignements sur les dispositions relatives aux congés rémunérés spécifiques aux États-Unis.