Implementation Project Manager (HR & Benefits)

Description

Position Summary:


The Implementation Project Manager is accountable and responsible for all aspects of a new client acquisition for the assigned modules. The key areas of responsibility are project management, requirements gathering, technology solution design, solution implementation/testing and customer support. A qualified candidate must be able to properly troubleshoot client issues and respond to customer inquiries in a timely and professional manner. This position will be primarily focused on our HR & Benefits services for our clients.


Preferred Skills:

• The ability to calculate insurance rates.

• Excellent in Excel; using VLOOKUP's, data manipulation.

• Benefits: How to calculate disability premiums.

• Familiar with ACA, Benefits administrative work.

• Benefits analyst experience.

Primary Duties and Responsibilities:


To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Other duties may be assigned.

• Conduct scheduled requirements meetings with client to determine desired outcome of technology.
• Create project plan with milestones and risk assessment.
• Conduct scheduled project meetings providing constructive feedback on risk, accomplishments and next steps.
• Offer insight and provide best practice feedback to new client.
• Provide professional, immediate client support during full lifecycle of the client onboarding process.
• Properly design, configure and test technology to provide desired outcome and fulfill client needs.
• Participating in / conducting training sessions
• Properly transition the client to ongoing support through warm handoff and ongoing backup support.
• Maintaining a high rate of client retention through quality service.
• Keeping abreast of technology enhancements and legislation in wage, labor and tax laws.
• Maintaining up to date and compliant client files.
• Establishing and maintaining a positive working relationship with clients, agencies, and coworkers to promote a quality service image.
• Support Sales as needed during prospect meetings and demos.
• Assist in client calls/visits/activities as needed to aid in retention efforts.
• Participate in the design, creation and execution of standard implementation documents and processes.
• Performing other duties as assigned.

PERFORMANCE FACTORS:


The performance factors described here are core abilities that will contribute to the incumbent successfully carrying out the assigned duties and responsibilities of this position and meeting the performance objectives of the key accountabilities.

• Self-Management: The ability to prioritize and complete tasks to deliver desired outcomes within allotted time frames. Independently pursues business objectives in an organized and efficient manner; prioritizes activities as necessary to meet job responsibilities; maintains required level of activity toward achieving goals without direct supervision; minimizes workflow disruptions and time wasters to complete high quality work within a specified time frame.

• Problem Solving: The ability to identify key components of a problem to formulate a solution or solutions. Analyzes all data relative to a problem; divides complex issues into simpler components to achieve clarity; selects the best options available to solve specific problems; applies all relevant resources to implement suitable solutions.

• Client Focus: A commitment to client satisfaction. Consistently places a high value on clients and all issues related to client; objectively listens to, understands, and represents client feedback; anticipates client needs and develops appropriate solutions; meets all promises and commitments made to clients.

• Flexibility: The ability to readily modify, respond to and integrate change with minimal personal resistance. Adapts effectively to changing plans and priorities; demonstrates the capacity to handle multiple tasks at one time; deals comfortably with ambiguity; adjusts preset plans as necessary with minimal resistance

• Diplomacy and Tact/ Empathetic Outlook: The ability to treat others fairly, regardless of personal biases or beliefs. Maintains positive relationships with others through treating them fairly; demonstrates respect for others; understands and values differences between people; respects diversity in race, national origin, religion, gender, lifestyle, age and disability.

• Teamwork: The ability to cooperate with others to meet objectives. Discards personal agenda to cooperate with other team members in meeting objectives; contributes positively and productively to team projects; builds and sustains a trust relationship with each member of the team; supports other team members and team decisions.

Requirements

SKILLS/ABILITIES:

• Experience: Excellent verbal and written communication skills, proficient with computers the internet keyboarding and ten key typing.

• Reasoning Development: Ability to carry out instructions furnished in written or oral form; deal with problems involving several concrete variables.

• Mathematical Development: Ability to add, subtract, multiply and divide all units of measure.

• Language Development: Ability to read reports, workplace rules and procedures, write correspondence; ability to communicate, and interact with others

EDUCATION/EXPERIENCE:


Business Management degree or PMP preferred or equivalent work experience.


Education & Certifications:

• Bachelor's degree in human resources, Business Administration, Information Systems, or a related field (or equivalent work experience).

• HR or Benefits-related certifications (e.g., SHRM-CP, PHR, CEBS) are a plus.

• Project Management certification (PMP, CAPM) is beneficial but not required.

Experience & Skills:

• 5+ years of experience in HRIS implementation, benefits administration, payroll systems, or HR technology support.

• Experience working in a client-facing role, such as customer success, HR consulting, or account management.

• Strong understanding of HR processes, benefits administration, compliance regulations (ACA, FMLA, COBRA), and payroll tax laws.

• Proven project management experience, including handling multiple client projects simultaneously.

• Ability to analyze client needs, customize technology solutions, and guide clients through system optimization.

• Proficiency in HR and payroll software platforms, with the ability to troubleshoot technical issues and configure systems.

• Strong communication skills to explain complex HR concepts and technical solutions in a client-friendly manner.

• High attention to detail and problem-solving mindset to address client concerns effectively.

• Ability to train clients in HR technology solutions, ensuring adoption and ease of use.

Preferred Industry Experience:

• HR technology providers, payroll service companies, benefits administration firms, or HR consulting firms.

• Experience supporting mid-sized to large organizations with HR technology and benefits solutions.

Ideal Candidate Profile:


An ideal candidate is tech-savvy, client-focused, and a natural problem solver with a passion for helping businesses optimize their HR and benefits processes. They should be comfortable managing both long-term client relationships and new system implementations while proactively addressing challenges to improve client satisfaction and retention.


PHYSICAL REQUIREMENTS:


The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The position is considered to have light physical demands that require the incumbent to communicate orally, hear at a conversational level and perform job tasks requiring the use of a telephone, fax, and computer. While performing the duties of this job, the employee will be required to continuously (80% time on job) perform keying functions, grasp and pinch to write. The employee frequently (80% time on job) will be required to stand, walk, and sit. Occasionally (20% time on job), the employee will be required to reach out, twist and stoop. In rare instances the employee will be required to kneel, squat, climb a ladder and crawl. The lifting and carrying requirements of the job require the employee to frequently (34-66% of the time) lift and carry up to 20 pounds and occasionally lift and carry up to 35 pounds.