The Implementation Manager leads a team in client plan installations, ensuring timely execution and customer satisfaction while managing resources and budgets.
Description and Requirements
Role Value Proposition:
Responsible for a team of associates focused on the implementation of new clients plan data and system installation of new plans for group customers over 1000 lives. Reviews sold plans and project timelines with Sales to identify any non-standard provisions or services that may impact cost or MetLife's ability to meet/exceed customer expectations. Partner with business units including Sales, Administration, I.T., and other administrative business units to ensure that implementations are delivered consistently, timely, and of high quality. Conduct weekly or periodic status meetings with Internal Departments, Customers, and Intermediaries to review progress and resolve issues. May be responsible for systems-related issues associated with new plan installations and conversions. Act as liaison between organization's technology and plan administration staff during and possibly after the implementation process. The Implementation Manager has direct responsibility for the onboarding process and serving as project lead for any activities that the team or organization is managing. The manager has overall responsibility for the associates, products, processes and technology for their team.
Key Responsibilities:
* Reviews sold plan and project timeline with Sales; Identify any nonstandard provisions or services that may impact cost or company's ability to meet/exceed customer expectations.
* Manages a team of associates that conduct Implementation meetings with our customers and intermediaries to set expectations and to finalize project plan; May negotiate plan design features and administrative services. Holds team of associates accountable to coordinating all case implementation related activities throughout the organization including Sales, Admin, Enrollment Services, Communications, and I.T., etc.
* Conducts regular meetings internally with direct reports to review progress and resolve issues. Monitor progress against project plan.
* Has formal people management responsibilities including workload balancing across the staff and managing their performance
* Has budget responsibilities for team
* Accountable for meeting or exceeding all metrics, including customer satisfaction, and adhering to critical key milestones in the implementation process
* Participate in continuous improvement projects as needed
Essential Business Experience and Technical Skills:
Required:
• High School Diploma or equivalent required; Bachelor's Degree preferred
* 5+ years of business-related experience
• Excellent oral, written and interpersonal communication skills, strong analytical and problem-solving skills.
• Ability to modify and develop procedures and policies to meet reporting needs/requirements.
Preferred:
* Bachelor's Degree
* 8+ years of business-related experience
* 3-5 years of project/people management
* Extensive project Management Skills.
* Advanced business and product knowledge.
* Advanced customer service skills/customer centricity.
* Advanced problem solving & communication.
The expected salary range for this position is $91,000-120,000. This role may also be eligible for annual short-term incentive compensation. All incentives and benefits are subject to the applicable plan terms.
Benefits We Offer
Our U.S. benefits address holistic well-being with programs for physical and mental health, financial wellness, and support for families. We offer a comprehensive health plan that includes medical/prescription drug and vision, dental insurance, and no-cost short- and long-term disability. We also provide company-paid life insurance and legal services, a retirement pension funded entirely by MetLife and 401(k) with employer matching, group discounts on voluntary insurance products including auto and home, pet, critical illness, hospital indemnity, and accident insurance, as well as Employee Assistance Program (EAP) and digital mental health programs, parental leave, volunteer time off, tuition assistance and much more!
About MetLife
Recognized on Fortune magazine's list of the 2025 "World's Most Admired Companies", Fortune World's 25 Best Workplaces™ for 2024, as well as the 2025 Fortune 100 Best Companies to Work For ®, MetLife , through its subsidiaries and affiliates, is one of the world's leading financial services companies; providing insurance, annuities, employee benefits and asset management to individual and institutional customers. With operations in more than 40 markets, we hold leading positions in the United States, Latin America, Asia, Europe, and the Middle East.
Our purpose is simple - to help our colleagues, customers, communities, and the world at large create a more confident future. United by purpose and guided by empathy, we're inspired to transform the next century in financial services. At MetLife, it's #AllTogetherPossible . Join us!
MetLife is an Equal Opportunity Employer. All employment decisions are made without regards to race, color, national origin, religion, creed, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, marital or domestic/civil partnership status, genetic information, citizenship status (although applicants and employees must be legally authorized to work in the United States), uniformed service member or veteran status, or any other characteristic protected by applicable federal, state, or local law ("protected characteristics").
If you need an accommodation due to a disability, please email us at [email protected]. This information will be held in confidence and used only to determine an appropriate accommodation for the application process.
MetLife maintains a drug-free workplace.
$91,000-120,000
#BI-Hybrid
Role Value Proposition:
Responsible for a team of associates focused on the implementation of new clients plan data and system installation of new plans for group customers over 1000 lives. Reviews sold plans and project timelines with Sales to identify any non-standard provisions or services that may impact cost or MetLife's ability to meet/exceed customer expectations. Partner with business units including Sales, Administration, I.T., and other administrative business units to ensure that implementations are delivered consistently, timely, and of high quality. Conduct weekly or periodic status meetings with Internal Departments, Customers, and Intermediaries to review progress and resolve issues. May be responsible for systems-related issues associated with new plan installations and conversions. Act as liaison between organization's technology and plan administration staff during and possibly after the implementation process. The Implementation Manager has direct responsibility for the onboarding process and serving as project lead for any activities that the team or organization is managing. The manager has overall responsibility for the associates, products, processes and technology for their team.
Key Responsibilities:
* Reviews sold plan and project timeline with Sales; Identify any nonstandard provisions or services that may impact cost or company's ability to meet/exceed customer expectations.
* Manages a team of associates that conduct Implementation meetings with our customers and intermediaries to set expectations and to finalize project plan; May negotiate plan design features and administrative services. Holds team of associates accountable to coordinating all case implementation related activities throughout the organization including Sales, Admin, Enrollment Services, Communications, and I.T., etc.
* Conducts regular meetings internally with direct reports to review progress and resolve issues. Monitor progress against project plan.
* Has formal people management responsibilities including workload balancing across the staff and managing their performance
* Has budget responsibilities for team
* Accountable for meeting or exceeding all metrics, including customer satisfaction, and adhering to critical key milestones in the implementation process
* Participate in continuous improvement projects as needed
Essential Business Experience and Technical Skills:
Required:
• High School Diploma or equivalent required; Bachelor's Degree preferred
* 5+ years of business-related experience
• Excellent oral, written and interpersonal communication skills, strong analytical and problem-solving skills.
• Ability to modify and develop procedures and policies to meet reporting needs/requirements.
Preferred:
* Bachelor's Degree
* 8+ years of business-related experience
* 3-5 years of project/people management
* Extensive project Management Skills.
* Advanced business and product knowledge.
* Advanced customer service skills/customer centricity.
* Advanced problem solving & communication.
The expected salary range for this position is $91,000-120,000. This role may also be eligible for annual short-term incentive compensation. All incentives and benefits are subject to the applicable plan terms.
Benefits We Offer
Our U.S. benefits address holistic well-being with programs for physical and mental health, financial wellness, and support for families. We offer a comprehensive health plan that includes medical/prescription drug and vision, dental insurance, and no-cost short- and long-term disability. We also provide company-paid life insurance and legal services, a retirement pension funded entirely by MetLife and 401(k) with employer matching, group discounts on voluntary insurance products including auto and home, pet, critical illness, hospital indemnity, and accident insurance, as well as Employee Assistance Program (EAP) and digital mental health programs, parental leave, volunteer time off, tuition assistance and much more!
About MetLife
Recognized on Fortune magazine's list of the 2025 "World's Most Admired Companies", Fortune World's 25 Best Workplaces™ for 2024, as well as the 2025 Fortune 100 Best Companies to Work For ®, MetLife , through its subsidiaries and affiliates, is one of the world's leading financial services companies; providing insurance, annuities, employee benefits and asset management to individual and institutional customers. With operations in more than 40 markets, we hold leading positions in the United States, Latin America, Asia, Europe, and the Middle East.
Our purpose is simple - to help our colleagues, customers, communities, and the world at large create a more confident future. United by purpose and guided by empathy, we're inspired to transform the next century in financial services. At MetLife, it's #AllTogetherPossible . Join us!
MetLife is an Equal Opportunity Employer. All employment decisions are made without regards to race, color, national origin, religion, creed, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, marital or domestic/civil partnership status, genetic information, citizenship status (although applicants and employees must be legally authorized to work in the United States), uniformed service member or veteran status, or any other characteristic protected by applicable federal, state, or local law ("protected characteristics").
If you need an accommodation due to a disability, please email us at [email protected]. This information will be held in confidence and used only to determine an appropriate accommodation for the application process.
MetLife maintains a drug-free workplace.
$91,000-120,000
#BI-Hybrid
Top Skills
Project Management
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