Lead Implementation Consultant

MetLife; Aurora (IL); Hybrid; USD 91,000 - 115,000; Full time

Job summary

An established industry player is seeking a Senior Implementation Leader to manage relationships with customers and brokers, ensuring timely product implementation. This role requires exceptional communication and problem-solving skills, as you will be the primary point of contact for clients. You will coordinate with various internal departments to facilitate smooth processes and build strong partnerships. The hybrid work model allows for flexibility, with two days in the office and three days remote. Join a company that values empathy and supports your career growth while impacting the lives of many through comprehensive benefits and services.

Benefits

Comprehensive health plan

Dental insurance

Life insurance

401(k) with employer matching

Tuition assistance

Parental leave

Volunteer time off

Employee Assistance Program (EAP)

Qualifications

• 10+ years experience in Implementation or account management.
• Expert ability to handle multiple complex projects simultaneously.

Responsibilities

• Lead calls with customers and brokers for account set-up.
• Coordinate with internal partners for successful implementation.
• Track project scope, objectives, and deliverables.

Skills

Expert communication skills

Customer relationship management

Process management

Problem solving

Organizational skills

Facilitation skills

Mentoring

Leadership skills

Education

Bachelor’s degree in related field

Tools

Microsoft Office Products

Job description

This position has a pre-identified candidate.

Role Value Proposition The role of the Senior Implementation Leader is to manage relationships with new and existing customers’ HR/benefits teams and their brokers to implement products within a specific timeline to meet the required effective date. Become familiar with 20+ products made up of Core and Voluntary. Core products include dental, vision, life, disability, and absence management. Voluntary products include, but are not limited to, critical illness, hospital, legal, pet, etc.

The Implementation Leader is the first face of the customer as we work with them by regularly leading calls confirming plan design, rates, billing and other related details. This includes coordination with internal partners including underwriting, contracts, legal and service. There are many moving parts to coordinate the management of the end-to-end process which is critical to a successful implementation. Implementation Leaders manage the backend piece to load our systems as well so contracts can be generated.

We work out of the office in Aurora in a hybrid model with two days in the office and 3 days virtually (remote) and have a team of support persons including management and peers to assure success and development. At MetLife, we are guided by empathy and the heart of our culture is our people. Come join us where we empower you to build your career, perform at your best and turn your ambitions into reality.

Key Responsibilities

• Facilitate and lead calls with customers and brokers to ensure requirements for initial account set-up and re-enrollment activities are met for assigned clients between 1000 -5000 employees.
• Serves as a key relationship liaison with the Sales organization and Brokers to address and resolve implementation issues
• Serves as the implementation single point of contact for new and existing clients adding additional products to their group plan; accountable for leading clients, brokers, and sales partners through the implementation process and facilitating a timely and accurate implementation
• Coordination and oversight with all areas involved in initiatives, serving as the central point of contact around project management activities and building strong relationships with key players
• Reviewing and problem solving with Customers, Brokers, and TPAs risks which could impact the health of the implementation/project.
• Building relationships with Customers and key Brokers who are the decision makers. Positive interaction with these decision makers could yield additional business being awarded to MetLife.
• Facilitate regular status meetings to manage the program and project plan execution
• Analyzes, monitors, and executes change requests for clients throughout the implementation phase; ensures that defined service level agreements are met; uses forward thinking to make recommendations to ensure enrollment and service solutions are put in place to meet the account’s needs and expectations
• Identify implementation-related problems and work with managers or senior staff to resolve issues as needed
• Track all aspects of initiatives such as scope, objectives, deliverables, scheduling, milestones, resourcing, interdependence, and risk management
• Effectively load administration systems to ensure accurate plan design and efficient customer structure.
• Conduct weekly or periodic status meetings with various parties to review progress and resolve issues
• Establish and maintain excellent partnerships with internal departments and external partners to ensure that implementations are delivered consistently, timely, and accurately
• Responsible for updating and maintaining workflow and reporting systems
• Transfer cases to the appropriate administration group once implementation is complete
• Participate, contribute and provide overall implementation expertise during finalist presentations where applicable.
• Identify, track, escalate and resolve project issues appropriately and timely
• Lead continuous improvement and strategic projects during off peak season
• Evaluate, recommend, and implement improvements to the project management process
• Perform other duties as assigned or required

Essential Business Experience and Technical Skills

Required Experience and Skills:

• Expert communication and customer relationship skills with excellent customer-facing skills and a demonstrated proactive approach to problem-solving
• Excellent process management, collaborative leadership, problem solving and practice development skills
• Exceptional organizational skills that allow for prioritization of work and pivoting as needed.
• Expert ability to be consultative with customers regarding plan provisions or potential plan changes. (Internal and external partners)
• Able to handle multiple complex problems and projects at once and the expert ability to manage multiple projects with competing demands to prioritize
• Excellent customer-facing skills and a demonstrated proactive approach to problem-solving
• Ability to handle ambiguity, change and complexity
• Goes beyond immediate area of responsibility to ensure best results for internal and external customers.
• Strong facilitation skills and the ability to design effective meeting agendas, lead group decision making, resolve conflicts, etc.
• Expert ability to Mentor peers or engage as a learning partner
• Demonstrates Advanced leadership skills - both within MetLife and with our customers.
• Expert personal computer skills with experience in Microsoft Office Products (Word, Excel, PowerPoint, etc.)

Preferred Experience and Skills

• 10+ years related Implementation, account management, project management, or customer service experience in the insurance industry
• Project management experience managing business and/or operational type projects
• Multiple years of Client-facing Project or Process Management experience
• Strong understanding of industry marketplace and legal developments
• Strong knowledge of state specific regulations such as but not limited to states regulations, and how/when to navigate state filings.
• Excellent verbal and written communication skills and ability to effective influence and interact/collaborate with team members, partners, and senior management.
• Bachelor’s degree in related field

The salary range for applicants for this position is $91,400 to $115,000.

Benefits We Offer Our U.S. benefits address holistic well-being with programs for physical and mental health, financial wellness, and support for families. We offer a comprehensive health plan that includes medical/prescription drug and vision, dental insurance, and no-cost short- and long-term disability. We also provide company-paid life insurance and legal services, a retirement pension funded entirely by MetLife and 401(k) with employer matching, group discounts on voluntary insurance products including auto and home, pet, critical illness, hospital indemnity, and accident insurance, as well as Employee Assistance Program (EAP) and digital mental health programs, parental leave, volunteer time off, tuition assistance and much more!

About MetLife Recognized on Fortune magazine's list of the 2024 "World's Most Admired Companies", Fortune World’s 25 Best Workplaces for 2024, as well as the 2025 Fortune 100 Best Companies to Work For , MetLife, through its subsidiaries and affiliates, is one of the world’s leading financial services companies; providing insurance, annuities, employee benefits and asset management to individual and institutional customers. With operations in more than 40 markets, we hold leading positions in the United States, Latin America, Asia, Europe, and the Middle East.

Our purpose is simple - to help our colleagues, customers, communities, and the world at large create a more confident future. United by purpose and guided by empathy, we’re inspired to transform the next century in financial services. At MetLife, it’s #AllTogetherPossible . Join us!

MetLife is an Equal Opportunity Employer. All employment decisions are made without regards to race, color, national origin, religion, creed, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, marital or domestic/civil partnership status, genetic information, citizenship status (although applicants and employees must be legally authorized to work in the United States), uniformed service member or veteran status, or any other characteristic protected by applicable federal, state, or local law (“protected characteristics”). If you need an accommodation due to a disability, please email us at [e-mail]. This information will be held in confidence and used only to determine an appropriate accommodation for the application process.

MetLife maintains a drug-free workplace.