Senior Associate, National Implementation Manager

Location Designation:
Fully Remote

Responsible for managing and driving the new business processes for a successful implementation of New York Life Group Benefit Solutions (GBS) products for new and existing GBS clients. Directs and coordinates all aspects of the implementation process for clients. Delivers upon the service moments that matter by ensuring clear and concise communication, guiding the client and broker throughout the implementation. Ultimately, fulfills the promises we make to the client in the sales process: to build their employee benefits program through transparency, communication, trusted consultation, product expertise, and service excellence.

• Primarily focuses on implementing complex, multiple product policy types (all product types of LAD, VB, Absence or combination) for specialty clients with more than 5,000 lives.
• Responsible for the end-to-end management of the implementation process and timeliness of key deliverables within the onboarding experience including enrollment readiness, data exchange, contract delivery, and premium administration actions from point of sale through transition to ongoing account management. Is the primary contact for all parties throughout the implementation.
• Interacts directly with Clients, Sales, Broker and Account Management to guide and collect plan design and administrative decisions. Works collaboratively with several business partners including, but not limited to:
  Data Exchange, Premium Administration, Enrollment, Contracts, Configuration, and Claims. Accountable for the timely execution of tasks and deliverables on behalf of the NYL team associated with implementation. Ensures accurate documents are delivered to the customer.
• Identifies and resolves issues throughout the implementation process. Monitors and communicates project status if client is at risk of meeting milestone dates, deliverables, or encounters barriers that moderately or significantly impacts the successful execution of services and experience. Recommends and implements innovative strategies to resolve issues relative to the overall implementation process and timing of deliverables.
• Proactively addresses and monitors broker expectations throughout the implementation. Responsible for the client's overall satisfaction and meets Voice of Customer metric goals. Incorporates customer and partner feedback to improve future experiences.
• Present clear and concise written and verbal communication with all parties. Owns meeting facilitation and scheduling throughout implementation. Develops and delivers implementation project management tools. Familiar with portal capabilities to respond to client questions. May conduct walkthrough demonstrations of portals and present other materials to demonstrate administration options and solutions.
• Collaborates with other departments on the creation of customized materials and solutions based on client’s specific needs.
• Simultaneously manages a portfolio of client implementations (ranges from 5-15 at any given time) based on demand and complexity. Completes workflow tasks by due dates and maintaining client folders and documentation.
• Participates and supports various GBS initiatives within and outside of Client Readiness team. Actively participates in continuous improvement actions that improve the clients' experiences and drive efficiencies for GBS.
• Consistently role models leadership capabilities and demonstrates best practices. Provides mentorship and offers team assistance and support. Helps educate various internal functional areas on implementation guidelines and processes.
• Utilizes technical process and product knowledge to consult client on impact of plan design and administrative decisions to their benefit program goals. Reviews prior carrier documentation to identify potential administrative differences or opportunities for administrative ease improvements.
• Participates in virtual or in-person finalist sales presentation with Sales Team to effectively convey strengths of our implementation process and commitment. Often required to facilitate in-person Kick‑off meetings.

• 8 years of insurance…