Sr. Implementation Manager, Health & Benefits (Client Onboarding, Remote)

inspiracareers; Oak Brook (IL); Remote; USD 110,000 - 160,000; Full time

Job summary

Inspira is seeking a Sr. Implementation Manager to lead client onboarding and post-sale administration for high-profile accounts. You will coach teams, manage complex implementation plans, and collaborate with sales, consultants, and internal units to ensure client satisfaction.

You will drive policy development, testing of new offerings, and maintain strong client partnerships, delivering results in fast-paced environments while upholding Inspira's standards and code of conduct.

Qualifications

• 5-7 years of experience in client management or implementation.
• Bachelor’s Degree in Business, Communications, Finance, or related field.

Responsibilities

• Act as the single point-of-contact for benefit plan implementation; mediates and coordinates resolution of all project deliverables and implementation related issues.
• Ensure implementation strategy is administered in accordance with all performance guarantee arrangements.
• Partner with key stakeholders to proactively identify and address critical implementation issues ensuring customer expectations are satisfied or exceeded.
• Evaluate impact of client-requested exceptions and develop reasonable alternatives to satisfy client’s needs while minimizing impact on systems and operations.
• Collaborate on review and development of recommendations for design of complex account and benefit structures based on client objectives and PayFlex’s systems, administration and reporting requirements.
• Participate in high profile client finalist meetings representing capabilities of the organization’s implementation services process; identify opportunities for cross-sell and account rounding of additional PayFlex products.
• Effectively manage implementation team dynamics and provide direction to team members.
• Assist in monitoring activities such as meeting service levels, designing and testing new product offerings and software applications, providing backup support, maintaining positive work atmosphere.
• Assist in developing, updating, and reviewing internal Client Success, Client Onboarding policies and desktop procedures.
• Utilize sound judgment to escalate issues requiring managerial intervention.
• Prepare team statistics and reports.
• Manage special projects.
• Suggest and implement improvements to internal processes.
• Other duties as assigned.

Skills

Relationship & communication

Bilingual language skills

IRAs knowledge

Action oriented

Composure under pressure

Accuracy

Ethics & values

Analytical skills

Team collaboration

Education

Bachelor’s degree in Business/Communications/Finance or related field

Tools

Salesforce CRM

Trust Accounting Systems

Job description

Sr. Implementation Manager

The Sr. Implementation Manager will report to the Sr. Manager, Client Management in the CDB Client Services Department. This role is responsible for coaching, training and mentoring team members, assisting with the development, reviewing, and updating of policies and desktop procedures, and discussing, testing, and implementing new product offerings and new software applications. Through verbal and written communications, the ideal incumbent will develop, strengthen, and maintain a positive relationship with our clients and firm associates. This role is also responsible for providing focused service from pre-sale consultation through initial post-sale client administration fostering strong, long-term partnerships with customers and consulting community. This role will direct all aspects of customer benefit plan installation for new and existing high profile, large, complex customers of PayFlex's products and services. The incumbent will develop and execute an implementation strategy consistent with customer expectations. Ultimately creating, managing and tracking detailed project plans and issue logs outlining required actions, responsible parties and assigned target dates associated with the delivery of the services and projects.

Responsibilities

• Act as the single point-of-contact for benefit plan implementation; mediates and coordinates resolution of all project deliverables and implementation related issues
• Ensure implementation strategy is administered in accordance with all performance guarantee arrangements
• Partner with all key stakeholders (i.e., sales/service staff, consultants, plan sponsors, and other internal business units) to proactively identify and address critical implementation issues ensuring customer expectations are consistently satisfied or exceeded
• Evaluate impact of client-requested exceptions and develops reasonable alternatives to satisfy client’s needs while minimizing impact on systems and operations; Identifies, communicates and tracks cost sensitive items not included as part of the standard process
• Collaborate on review, analysis and development of recommendations for the design of complex account and benefit structures based on client’s objectives and PayFlex’s systems, administration and reporting requirements
• Participate in high profile client finalist meetings representing the capabilities of the organization’s implementation services process; identifies opportunities for cross sales and account rounding of additional PayFlex products and services throughout the implementation process
• Effectively manage implementation team dynamics and provides direction/coaching to fellow team members ensuring success of the overall implementation process; engages team members to follow-through on their responsibilities and tasks
• Assist the Manager in monitoring activities such as:
  • Meeting established service levels
  • Designing and testing of new product offerings and new software applications
  • Providing backup support for team members and supervisors
  • Maintain a positive work atmosphere with the team and internal departments
• Assist in developing, updating, and reviewing internal Institutional Client Success, Client Onboarding policies and desktop procedures
• Utilize sound judgment to escalation issues that may require intervention of the Manager
• Prepare team statistics and reports
• Manage special projects
• Suggest and implement improvements to internal processes
• Other duties as assigned.

Qualifications

• Years of Experience: 5-7 years of experience .
• Degree: Bachelor’s Degree in Business, Communications, Finance, or related field
• Certification: N/A .

Skills & Abilities

• Strong relationship and communication skills
• o Bilingual language skills preferred
• o Possess a high level of knowledge regarding IRAs and applicable IRS code
• o Action oriented - should be motivated by challenging opportunities and thrive in fast paced environments
• o High level of composure - must be cool under pressure and in challenging situations and respond in a patient and professional manner
• o Operate efficiently with a high degree of accuracy
• o Consistent, sound decision making capabilities - must make consistently good decisions using blend of knowledge, experience and analysis
• o High level of ethics and values - must act in accordance with an appropriate set of core beliefs and within Inspira's personal code of conduct.
• o Experience in solving complex issues, both independently and in a collaborative team environment
• o Excellent analytical skills with a proactive nature
• o Proficiency in Microsoft Excel, Word (including mail merge) and Outlook
• o Experience with Salesforce CRM and Trust Accounting Systems preferred
• o Strong collaboration skills