Sr Implementation Manager

• Executes enrollment strategy for Aflac accounts to drive premium and increase customer satisfaction
• ensures requirements for initial account set-up and re-enrollment activities are met for assigned clients with business units
• responsible for medium to large cases and more complex enrollments for dental, vision, life, disability, and voluntary benefits lines of coverage
• Serves as the implementation single point of contact for new and existing clients adding additional products to their group plan
• accountable for leading clients, brokers, and sales partners through the implementation process and facilitating a timely and accurate implementation
• represents the team for Finalist Presentation meetings
• Serves as a key relationship liaison with the Sales organization and Brokers to address and resolve implementation issues
• develops cross-business connections and continuously strives to provide superior customer service
• Works with sales partners, brokers, and clients to gather enrollment requirements such as enrollment dates, number of employees, benefit participation rules, plans to be offered, type of systems currently used, SLA’s, enrollment type, and key milestone dates
• Analyzes, monitors, and executes change requests for clients throughout the implementation phase
• ensures that defined service level agreements are met
• uses forward thinking to make recommendations to ensure enrollment and service solutions are put in place to meet the account’s needs and expectations
• maintains a database repository of enrollment/service efforts and results
• Analyzes and completes reports as needed related to account activity
• conducts proactive account audits to identify trends and document process improvements for open enrollment and ongoing administrative services
• Partners with the integration team to coordinate the implementation of technology with internal and external customers to facilitate data exchange
• establishes, consults, and implements appropriate technology for initial billing set-up and initial premium changes
• Partners with internal business units to address any client question or issue, whether relating to technology, account enrollment, claims, etc., are responded to and resolved in a consistent and timely fashion
• acts as a liaison requiring expertise at an intermediate technical and administrative level
• handles complicated or unique service issues and ensures that the results meet the business need
• escalates the most complex issues to management
• Stays abreast of industry best practices through competitive intelligence and industry periodicals
• drives the overall customer experience for clients serviced
• Travels to clients as determined by the account service strategy and as needed to ensure the delivery of the distinctive, superior, responsive, and consistent service experience (travel is generally less than 25%)
• Performs other duties as required

• Bachelor's Degree In a related field
• Six+ years of job-related experience
• Two years insurance, healthcare, and/or financial industry experience (internal and/or external)
• Experience with project/timeline management with the ability to manage multiple projects at once
• Knowledgeable in processes related to acquisition, implementation, service and billing of clients
• Strong project management, leadership, problem solving and practice development skills
• Strong personal computer skills with experience in Windows-based software
• Excellent negotiation, presentation, public speaking, written & verbal communication skills
• Excellent customer facing skills and a demonstrated proactive approach to problem-solving
• Ability to deal with ambiguity and change
• Ability to multi-task effectively, paying attention to details within tight timeframes
• Continuously strives to provide superior products and customer service
• Ability to work overtime during peak periods

Experience in a service-related area such as client services, sales support, coordinating activities associated with the processing of group enrollments

• medical, dental, and vision coverage
• prescription drug coverage
• health care flexible spending
• dependent care flexible spending
• Aflac supplemental policies (Accident, Cancer, Critical Illness and Hospital Indemnity offered at no costs to employee)
• 401(k) plans
• annual bonuses
• opportunity to purchase company stock
• 11 paid holidays
• up to 20 days PTO
• state-mandated sick leave (Washington employees accrue 1-hour sick leave for every 40 hours worked)
• other leaves of absence