Implementation Leader II

The Opportunity

The implementation leader in Group Benefits manages the end-to-end setup process for clients with 2–999 lives, overseeing all deliverables and communications regardless of product mix or administration. This role tracks timelines, coordinates with clients, producers, sales, client services, and other teams, gathers essential information, resolves implementation issues, initiates and leads meetings, and ensures clear communication of responsibilities and deadlines among business partners.

Responsibilities include negotiating plan designs, partnering with business units for consistency, timely deliveries, and handling legal documents and project plans. The leader holds regular meetings with internal teams, customers, and intermediaries to review progress and resolve issues, facilitates virtual implementation sessions, addresses system-related concerns, coordinates changes, and serves as a liaison between technology and administration staff throughout the conversion process.

• Oversees case setup information and ensures all data provided to internal setup teams—such as case structure, billing arrangements, eligibility collection, and delivery and approval of plan documents—is accurate and timely.
• Works with the Contracts/Compliance team to create policies, certificates, and agreements that fully comply with legal standards.
• Explain products, services, and key workflow processes to customers, enabling successful implementation.
• Supports post-sale activities related to both new set-ups and client case conversions.
• Facilitate weekly check-ins and coordinates with other business units to ensure implementations are executed consistently, on time, and accurately.
• May participate and/or consult on plan design and administrative services; may recommend alternative plan provisions or administrative processes in place of non-standard or incompatible requests.

• Bachelor’s degree or at a minimum 3 to 5 years of professional experience with high school diploma or equivalent
• Excellent organizational skills, attention to detail and strong analytical and problem‑solving skills
• Excellent oral, written and interpersonal communication and negotiation skills
• Able to multi-task by balancing client facing interactions, tight deadlines, ad hoc issue resolutions, internal documentation requirements and overall client satisfaction.
• Ability to modify and develop procedures and policies to meet reporting needs/requirements.

• 1+ years of Insurance industry experience is preferred and/or possesses knowledge of contract language for life, accident, and disability products