Manager - Case Implementation

The Opportunity

The Implementation Manager is responsible for leading the successful onboarding, implementation, and installation of group customer plans (1000+ lives), ensuring high-quality delivery across all phases of the implementation lifecycle. This role partners closely with Sales, Administration, IT, and other cross-functional teams to ensure new client plans are implemented accurately, efficiently, and in alignment with customer expectations.

Guided by our purpose – always with you building a more confident future – and our New Frontier strategy, this is an exciting opportunity to lead a high-performing team, drive operational excellence, and directly influence client satisfaction and retention through seamless onboarding experiences.

Key Responsibilities

• Lead end-to-end implementation activities for new group customers, including reviewing sold plans, identifying non-standard provisions, and ensuring readiness for onboarding
• Manage a team of associates responsible for coordinating implementation activities across Sales, Administration, Enrollment, Communications, and IT
• Oversee project timelines, milestones, and deliverables; conduct regular internal and external status meetings to track progress, mitigate risks, and resolve issues
• Develop and maintain strong partnerships with internal stakeholders and external customers/intermediaries to ensure consistent, high-quality delivery
• Coordinate system installations, plan conversions, and onboarding processes, including acting as liaison between technology and administration teams

Required Qualifications

• High School Diploma or equivalent required with 5+ years of implementation experience
• Proven ability to lead teams and manage project timelines using structured methodologies and tools
• Strong communication (oral and written), analytical, and problem-solving skills with the ability to influence stakeholders
• Demonstrated ability to adapt, develop, and implement processes or procedures to meet evolving business and reporting needs

Preferred Qualifications

• Bachelor’s degree and 8+ years of business-related experience, including 3–5 years of project and/or people management
• Advanced project management skills with experience leading complex implementations and cross-functional initiatives
• Deep business and product knowledge within group benefits or insurance operations
• Strong customer-centric mindset with advanced problem-solving and communication capabilities