Health and Welfare Implementation Manager

TELUS Health (Canada); Toronto; Hybrid; CAD 85,000 - 100,000; Full time

Benefits offered by this job

Flexible benefits plan

Hybrid/remote work options

Generous matched pension

Career growth and learning

Job summary

TELUS Health is seeking an Implementation Manager to lead a team of consultants and analysts delivering client projects across the US and Canada. You will partner with the Project Manager and Service Delivery to set priorities, standards, and timelines while driving process improvements for smoother implementations.

You will guide teams through high-quality delivery, manage resources, and nurture client relationships, all while ensuring documentation is complete and up-to-date.

Qualifications

• 5+ years of software implementation experience in benefits, HR, or payroll.
• 2+ years of client management across multiple clients.
• Solid understanding of the Software Development Life Cycle and parameterized configuration.
• Solid understanding of the Health & Welfare and/or insurance industry.
• Experience with SQL.
• Excellent written and verbal communication skills, with experience presenting to management.
• Ability to positively influence and persuade.
• Excellent analytical, problem-solving, and creative-thinking skills.
• Exceptional customer focus, strong professional acumen, and a demonstrated aptitude for technology.
• Ability to multi-task in a challenging, fast-paced environment, and to be reliable, consistent, flexible, and adaptable.

Responsibilities

• Lead the delivery of high-quality implementations and ongoing production support for client projects.
• Give day-to-day direction to a team of implementation consultants and analysts, building a high-performing team through coaching, performance management, and talent development.
• Plan schedules, allocate team resources based on project demand, and send a weekly internal status that keeps the team aligned and expectations clear.
• Build strong relationships across multiple clients, defining success criteria that support a positive, long-term partnership.
• Spot risks to client satisfaction early and build a plan to address them before they grow.
• Track scope closely: identify change control requests, keep Service Delivery informed of scope changes, and keep the Technical Design Document current as requirements evolve.
• Understand the benefits administration landscape well enough to guide clients on how technology supports their business, troubleshoot basic processing issues, and know when to bring in help for complex ones.
• Know when a client needs to hear a difficult message, and deliver it in a way that protects the relationship.
• Champion product improvements by submitting enhancement requests and issues on time and identifying changes that create real value for clients.
• Make sure every implementation hand-off includes complete, up-to-date documentation.

Skills

Software implementation

Client management

SQL

SDLC

Analytical thinking

Communication

Problem-solving

Customer focus

Job description

Join our team and what we'll accomplish together

Every benefits program we implement starts with a team that turns client goals into working technology. As Implementation Manager, you'll lead a team of implementation consultants and analysts delivering client projects across the US and Canada, partnering closely with the Project Manager and Service Delivery team. You'll set the pace, the priorities, and the standard for quality, and you'll be the one who spots the process improvement that makes the next implementation run smoother for everyone.

We embrace diversity of backgrounds, experiences, and thought. If you need an accommodation during the recruitment process, let us know and we'll work with you.

What you'll do

• Lead the delivery of high-quality implementations and ongoing production support for client projects.
• Give day-to-day direction to a team of implementation consultants and analysts, building a high-performing team through coaching, performance management, and talent development.
• Plan schedules, allocate team resources based on project demand, and send a weekly internal status that keeps the team aligned and expectations clear.
• Build strong relationships across multiple clients, defining success criteria that support a positive, long-term partnership.
• Spot risks to client satisfaction early and build a plan to address them before they grow.
• Track scope closely: identify change control requests, keep Service Delivery informed of scope changes, and keep the Technical Design Document current as requirements evolve.
• Understand the benefits administration landscape well enough to guide clients on how technology supports their business, troubleshoot basic processing issues, and know when to bring in help for complex ones.
• Know when a client needs to hear a difficult message, and deliver it in a way that protects the relationship.
• Champion product improvements by submitting enhancement requests and issues on time and identifying changes that create real value for clients.
• Make sure every implementation hand-off includes complete, up-to-date documentation.

What you bring

Must-haves

• 5+ years of software implementation experience, including work in the benefits, HR, or payroll industry
• 2+ years of client management experience, managing relationships across multiple clients
• Solid understanding of the Software Development Life Cycle and parameterized configuration
• Solid understanding of the Health & Welfare and/or insurance industry
• Experience with SQL
• Excellent written and verbal communication skills, with experience presenting to management
• Ability to positively influence and persuade
• Excellent analytical, problem-solving, and creative-thinking skills
• Exceptional customer focus, strong professional acumen, and a demonstrated aptitude for technology
• Ability to multi-task in a challenging, fast-paced environment, and to be reliable, consistent, flexible, and adaptable

Nice to have

• Familiarity with benefits administration and the implementation challenges it creates
• Experience troubleshooting basic code issues
• Experience coaching or developing implementation team members

Salary Range: $85,000 - $100,000

Actual total compensation will be determined based on factors such as knowledge, skills, performance and experience.

TELUS Health offers rewarding benefits, which may vary per job function, such as:

• Comprehensive total rewards package highlighting competitive salary and bonus structures, minimum 3 weeks of vacation, and flexible benefits plan to meet the needs of you and your family
• Flexibility to work in-office, virtually or a combination of both
• Generous company matched pension
• Opportunity to give back to communities in which we work, live and serve
• Career growth and learning & development opportunities to develop your skills
• And much more...

Job Type: This is for a current vacancy.

A bit about us

We're a people-focused, customer-first, purpose-driven team who works together every day to innovate and do good. We improve lives through our technology solutions and foster a culture of innovation that empowers team members to solve complex problems and create remarkable human outcomes in a digital world.

TELUS is proud to foster an inclusive culture that embraces diversity. We are committed to fair employment practices and all quali