Senior Director of Implementation
About The Position
The Senior Director of Implementation in voluntary claims and operations is a value stream owner for complex implementation. The role partners with peers in voluntary, customer service, underwriting, benefits, sales, and service to deliver customer value and ensure strong value-stream performance. It applies broad knowledge of The Standard’s capabilities, the group insurance industry, and customer needs to influence service-delivery evolution and marketplace offerings. The role ensures implementation management teams provide a differentiated customer experience and develops and maintains tools and service-delivery models that support new products and capabilities across all employee benefits lines of business. It also requires executive presence, negotiation, and communication skills to navigate competing priorities and escalations, influence decisions without direct authority, and resolve complex, high-stakes client situations.
Requirements
- At least 8 years of client management experience.
- At least 2 years of experience as a leader of leaders.
- Strong understanding of revenue drivers, profitability, client retention, contract economics, and cost to serve.
- Ability to balance client advocacy with enterprise financial objectives and identify opportunities for profitable growth.
- Executive presence, negotiation, and communication skills, including the ability to influence decisions without direct authority.
Nice To Haves
- Bachelor's degree preferred.
- Voluntary benefits industry certifications.
- Project management experience or certification.
- Lean management experience or certification.
- Change management experience or certification.
- Experience developing measures and metrics and applying a pragmatic approach to turning data into actionable business improvement.
Responsibilities
- Own the complex implementation value stream in voluntary claims and operations.
- Partner with peers in voluntary, customer service, underwriting, benefits, sales, and service to deliver customer value and ensure high value-stream performance.
- Use knowledge of company capabilities, the group insurance industry, and customer needs to influence service-delivery evolution and marketplace offerings.
- Ensure implementation management teams deliver a differentiated customer experience.
- Develop and maintain tools and service-delivery models supporting new products and capabilities across all employee benefits lines of business.
- Navigate competing priorities and escalations, influence decisions without direct authority, and resolve complex, high-stakes client situations.
- Develop measures and metrics and apply data to actionable business improvement.
- Balance client advocacy with enterprise financial objectives and identify opportunities for profitable growth.
- Support the development of direct reports and their teams through developmental roles and experiences.
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- 401(k) plan with matching company contributions
- Annual incentive bonus plan
- Paid time off, including 11 holidays, 2 wellness days, and 8 volunteer hours annually; PTO increases with tenure
- Paid parental leave
- Adoption and surrogacy assistance
- Employee giving program that double matches donations to eligible nonprofits and schools
- Career growth and advancement opportunities
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What This Job Offers
Job Type
Full-time
Career Level
Senior
