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Senior Implementation Manager, Benefits

Company: WEX, inc.
Location: Fargo
Posted on: October 18, 2020

Job Description:

The Senior Implementation Manager, Benefits is responsible for the successful setup of program plans for both new and existing large clients. This role serves as the implementation leader coordinating, scheduling, facilitating and reporting on all implementation related tasks to ensure the successful onboarding of Discovery Benefits clients.

Essential Duties:

* Must adhere to security policies

Lead the implementation process for the employer and consultant/broker:

* Onboard clients following Discovery Benefits PlanAhead framework

* Identify and document all client contacts for project deliverables

* Coordinate the implementation across departments including Sales, Client Support Services, Operations, Claims, Integration Analysts and Participant Services to ensure alignment with project deliverables and milestones.

* Provide regular communication and discussion recaps to all project stakeholders internally and externally

* Document changes in scope and any associated risks to project milestones

* Follow the PlanAhead communication schedule to ensure that all needed stakeholders are informed, clear on objectives and understand roles

* Continually monitor implementation deliverables and maintain project plan

* Review all implementation documentation for accuracy and completeness of plan setup

Build and maintain positive relationships with consultants, brokers and employers as the implementation contact:

* Must be trained on all benefit products

* Educate all parties involved on product design and operations of the accounts

* Evaluate the employer s satisfaction with the product offering and services

* Serve as the voice of the customer and pursue needed changes in processes or systems through internal channels

* Resolve any issues brought forward during the implementation period and communicate these issues to Sales and/or the consultant/broker

* Respond to all requests made by the employer and/or consultant within the same business day

* Assist consultants/brokers and employers in coordinating their open enrollment meetings

* Provide compliance and regulatory knowledge of the product offerings

Work with other departments to ensure a positive customer experience:

* Create efficiencies and improve processes for clients

* Assist in creating special processes for clients in collaboration with other departments

* Coordinate with Partner Solution Manager to identify partner processes and services

* Assist with sales finalist presentations and travel if/when needed

* Monitor revenue in systems to report any changes in revenue

* Coordinate implementation activities with the Implementation Project Manager when applicable

* Provide support to the sales team during the sales process

General Duties:

* All other duties as assigned

* Ensure privacy according to HIPAA

Work Experience:

* Two year-ends in the Implementation Manager role or equivalent work experience preferred

* Customer service experience and benefit experience typically acquired in 2+ years

* Proven history of presentation skills, organizational skills and ability to manage variable increases in daily activity volumes

* Large client experience preferred

* Project Management experience preferred

Education:

* 4-year degree requirement or equivalent work experience

EQUAL OPPORTUNITY EMPLOYER/VETS/DISABILITY

Keywords: WEX, inc., Fargo , Senior Implementation Manager, Benefits, Executive , Fargo, North Dakota

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