Benefit Administration Implementation Manager

WEX•Chicago, IL

1d•Remote

About The Position

The Implementation Project Manager is accountable for managing and executing all aspects of new implementation projects to deliver on the work sold and ensure all teams are consulted and informed to meet the deliverable date while maintaining best practices. Implementation Project Managers are accountable for the success and completion of the implementations overall, and it is their responsibility to ensure the tasks are complete and reasonable expectations are set for quality. This role will work closely and coordinate implementation deliverables with the System Support Specialists (responsible for system configuration), EDI developers (responsible for file development), and Shared Services teams to ensure all functionality and processes are delivered on the live date and with exceptional quality. The Implementation Project Manager, along with the Delivery Client Manager (CDM) and Client Director, will play a critical role in the company’s overall client retention by establishing rapport and trust for the growth of client relationships.

Requirements

Bachelor’s Degree or equivalent work experience
5-7 years in project management and benefit administration
Ability to read, interpret and write complex reports and business correspondence related to business, technical, legal and other such matters as they relate to the position as well as the ability to speak/listen clearly and effectively to persons at multiple levels both inside and outside of the company.
Strong verbal and written communication skills including the ability to provide detailed internal and external communications to successfully document instruction and process.
Ability to understand limited cause and effect, create instructions, solve practical problems and deal with a variety of complex variables in situations where only limited standardization exists.
Must be capable of critical thinking.
Ability to anticipate problems before they escalate and the ability to be prepared to propose a solution.
Problem solving skills with the ability to demonstrate a disciplined and logical thought process for each situation.
The ability to find innovative alternatives to issues prior to evaluating and making decisions.
Ability to lead a team that will prioritize and execute tasks in time-sensitive situations across multiple projects.
Coach and coordinate the work of others when balancing multiple tasks.
Strong attention to detail, dependability, and follow-through.

Responsibilities

Support the sales team by participating in prospect opportunity meetings.
Ensure all new implementations are completed within budget and projected timelines.
Interact with the client in tandem with the CDM.
Review and understand the scope of services for each implementation project and engage internal stakeholders to review non-standard services/processes.
Promote and enforce best practices during implementation projects.
Accountable for meeting all implementation SLAs related to the client’s scope of services.
Partner with Operations Leadership and Account Executive to identify and address any risks during the implementation project and manage the relationship with the client.
Create and maintain a detailed implementation project plan and client-facing milestones.
Kick-off implementation projects with new clients.
Facilitate conference calls with client and external parties as needed throughout the project.
Lead/facilitate all implementation workshops and internal/client status meetings with input from the internal SME’s on each service area or task.
Interface and keep Operations Leadership updated on the status of the client’s overall project.
Manage implementation project plan from kick-off to project sign off and hand off to ongoing service delivery post-implementation, ensuring all tasks are completed accurately and on time.
Assign and coordinate project deliverables (requirements gathering, data conversion, website configuration, carrier/vendor integration, etc.) with all team members involved in the implementation including day-to-day client team contacts, internal technical configuration, EDI, and development team members as well as external clients and vendors.
Coordinate on project governance by maintaining and communicating project status to both the client and company senior leadership, identifying project risks, developing contingencies, and coordinating solutions.
Engage Operations Leadership on identified issues that require escalation and assistance.
Coordinate and facilitate with the client acceptance testing (CAT) and issue resolution prior to administration go-live.
Transition new account to Client Delivery Manager for ongoing support after implementation completion.
Obtain project signoff from the client upon completion of the implementation.