Sr. Implementation Manager

Role Description

The Sr. Implementation Manager will report to the Sr. Manager, Client Management in the CDB Client Services Department. This role is responsible for:

• Coaching, training, and mentoring team members
• Assisting with the development, reviewing, and updating of policies and desktop procedures
• Discussing, testing, and implementing new product offerings and new software applications
• Developing, strengthening, and maintaining positive relationships with clients and firm associates
• Providing focused service from pre-sale consultation through initial post-sale client administration
• Directing all aspects of customer benefit plan installation for new and existing high profile, large, complex customers of PayFlex's products and services
• Developing and executing an implementation strategy consistent with customer expectations
• Creating, managing, and tracking detailed project plans and issue logs outlining required actions, responsible parties, and assigned target dates

• Act as the single point-of-contact for benefit plan implementation; mediates and coordinates resolution of all project deliverables and implementation related issues
• Ensure implementation strategy is administered in accordance with all performance guarantee arrangements
• Partner with all key stakeholders to proactively identify and address critical implementation issues
• Evaluate impact of client-requested exceptions and develop reasonable alternatives
• Collaborate on review, analysis, and development of recommendations for complex account and benefit structures
• Participate in high profile client finalist meetings representing the organization’s implementation services process
• Effectively manage implementation team dynamics and provide direction/coaching to team members
• Assist the Manager in monitoring activities such as:
• Meeting established service levels
• Designing and testing of new product offerings and new software applications
• Providing backup support for team members and supervisors
• Maintaining a positive work atmosphere with the team and internal departments
• Assist in developing, updating, and reviewing internal Institutional Client Success, Client Onboarding policies and desktop procedures
• Utilize sound judgment to escalate issues that may require intervention of the Manager
• Prepare team statistics and reports
• Manage special projects
• Suggest and implement improvements to internal processes
• Other duties as assigned

Qualifications

• 5-7 years of experience
• Bachelor’s Degree in Business, Communications, Finance, or related field
• Bilingual language skills preferred
• Strong relationship and communication skills
• High level of knowledge regarding IRAs and applicable IRS code
• Action oriented - motivated by challenging opportunities and thrive in fast-paced environments
• High level of composure - cool under pressure and in challenging situations
• Operate efficiently with a high degree of accuracy
• Consistent, sound decision making capabilities
• High level of ethics and values
• Experience in solving complex issues, both independently and in a collaborative team environment
• Excellent analytical skills with a proactive nature
• Proficiency in Microsoft Excel, Word (including mail merge), and Outlook
• Experience with Salesforce CRM and Trust Accounting Systems preferred
• Strong collaboration skills