Director of Implementation

The Hartford•Hartford, CT

14d•Hybrid

About The Position

We’re determined to make a difference and are proud to be an insurance company that goes well beyond coverages and policies. Working here means having every opportunity to achieve your goals – and to help others accomplish theirs, too. Join our team as we help shape the future. Implementation is a strategic differentiator and the second point of sale for customers choosing to move their business to The Hartford. The Director of Implementation will play a critical to delivering a seamless, consultative, and technology-enabled onboarding experience. We are seeking customer centric, talent minded and forward-thinking leader for our Reginal and National Accounts Implementation team, overseeing Senior Implementation Consultants and Implementation Managers. This role will drive innovation, operational excellence, and cross-functional collaboration to ensure our clients receive best-in-class service during the implementation of their benefit programs. Location: Strong preference for a hybrid arrangement based in Hartford, CT. However, we are open to considering remote work for candidates with exceptional talent and experience. Department: EB Operations Reports to: AVP Customer Activation

Requirements

Proven leadership experience in implementation or client services within a complex, multi-line environment.
Deep understanding of HR technology platforms, including integration and data exchange strategies.
Strong background in operational excellence, performance metrics, and strategic planning.
Experience managing cross-functional teams and driving enterprise-wide initiatives.
Demonstrated ability to lead through change and foster innovation.
Exceptional communication, coaching, and stakeholder engagement skills.

Nice To Haves

Familiarity with platforms like Workday, BenAdmin, and other HCM systems.
Experience with AI-enabled tools and automation in service delivery.
Background in benefits administration, leave management, and multi-line insurance products.

Responsibilities

Coach and Develop Team focused on multi-line implementations, creating a customer centric, high-performing team culture.
Drive adoption of AI, project management tools, HR technology, and product expertise to enhance implementation outcomes.
Foster proactive, consultative engagement across Sales, Relationship Management, Brokers, and Clients.
Champion performance management and a pay-for-performance culture.
Develop and execute talent strategies, including succession planning and bench-strength development.
Promote a coaching and mentoring culture that supports employee growth and trust.
Ensure transparent communication that drives engagement and alignment with business goals.
Design and implement retention strategies to mitigate attrition and improve employee satisfaction.
Own service level performance and unit cost metrics, leveraging capacity and efficiency opportunities.
Ensure compliance with THIP policies, SOX processes, and audit requirements.
Use interaction data to identify improvement opportunities across product, marketing, and distribution.
Lead process improvement initiatives and act as a business sponsor for strategic projects.
Develop business cases and cost-benefit analyses for key initiatives.