Implementation Manager
Quebec, Montreal
5d ago

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We’re looking for ambitious people who share our values and want to make every day better for people around the world. If this sounds like you, and the career below sounds exciting, we’d like to hear from you.

Working ArrangementHybrid Job Description Reporting to the Director, Implementation & Training, the Implementation Manager (IM) supports our distribution partners in the delivery of value-added benefits and superior service to Plan Advisors / Consultants and Plan Sponsors during the quote, finalist, implementation and warranty period.

This team routinely collaborates with internal service providers such as Customer Experience, Underwriting, and Service Delivery.

Capitalizing on sound industry knowledge, the IM delivers superior service to their various client and advisor 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 pension engagement platform.

Strong relationship management skills are essential in building and maintaining connections with Clients, Advisors / Consultants and Manulife’s sales teams.

An in-depth knowledge and understanding of the Group Pension 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 Plan Advisors, Consultants and Sponsors.

Project, meeting and time management skills are required to ensure deliverables for each implementation are met. Presentation skills, both in person and virtually via Skype are also necessary.

  • The IM will have accountability to ensure client service satisfaction at all times. Key Accountabilities : Relationship Management 35% Support Distribution partners in the acquisition of new business;
  • including in finalist presentations and implementation meetings. Primary contact for the client during new issue implementation 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 pension clients (Web, mobile, voice), and highlight key features and functionality Support group pension 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 client in meeting Project Management 30% Creates implementation schedules and modifies during the implementation as required;
  • ensuring that any downstream impacts of changes are clearly articulated, 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 met, 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 the customization costs where a transition allowance has been approved and ensures the client is billed where the costs exceed the allowance.

    Job Requirement : Excellent oral and written communication skills along with strong negotiation skills preferred; Minimum five years of work experience in Group Pension and / or account management.

  • Thorough knowledge of Group Pension products and services. 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; Previous experience with a project management role / approach. (PMP an asset) Must have a valid driver’s licence and a personal automobile.

    Competencies : Proven ability to determine business priorities, meet goals, manage high volumes of work and work collaboratively within team and across multiple teams.

    Excellent analytical, problem solving, interpersonal, organizational and time management skills. Excellent customer service skills.

    Strong negotiation and conflict management skills. Strong oral and written communication skills. Good leadership and presentation skills.

    Ability to be flexible and empathetic. Working Condition : Occasional travel will be required Worksmart options are available This role will occasionally require working outside traditional business hours to meet client needs #M-CA-IN-CM Every career at Manulife / John Hancock provides the opportunity to learn new skills and move your career forward.

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