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Senior Client Implementation Manager in Minneapolis, MN at Voya

Date Posted: 4/21/2019

Job Snapshot

Job Description

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Profile Summary:

The Senior Client Implementation Manager supports the Distribution team by managing implementation activities and providing ongoing service resolution  support for Group Life, Disability and Compass Voluntary group customers.

Profile Description:

  • Actively supports sales team by managing the implementation of new employer groups, addition of new business, and new service offerings.

  • Utilizes expertise in Voya products, services, and internal processes to assist Client Relationship Manager in resolution of customer implementation needs

  • Responsible for complete and accurate implementation of new business and policy amendments

  • Tailors applications and captures client variables within onboarding technology platform

  • Prepares agendas and schedules implementation meetings

  • Builds and manages implementation timelines, tracking key dates and deliverables, including but not limited to technology feeds, contract delivery, claims system readiness and premium administration set up

  • Assumes ultimate responsibility for accuracy of first invoice and premium reconciliation through third invoice and oversees premium variance process

  • Effectively understands internal processes to assist in the resolution of minor administration inquiries

  • Provides a high level of timely and accurate customer service by Investigating & responding to general employer-related customer service inquiries

  • Acts as online services resolution contact. Trains customers on online portal.

  • Prepares client administration manuals with support from Implementation and Client Service Support team

  • Initiates client reporting access and facilitates online user training with support from Implementation and Client Service Support team

  • Coordinates with Client Implementation Manager to support consistent implementation process for customers with multiple product lines


  • Provides training, support, mentorship and guidance to implementation manager and client support teams

  • Identifies and leads opportunities for process improvement, for the benefit of individual customers and the broader customer base, and takes action as appropriate

  • Participates in special projects which support organizational needs, effectively assessing and communicating business impacts

  • Organize and/or facilitate onsite broker/enrollment firm visits

  • Other duties assigned

Knowledge & Experience:

  • 2 years’ experience in the employee benefits /insurance industry experience strongly preferred
  • Strong understanding of key implementation and servicing functions for Group Life and Disability
  • Strong interpersonal and partnership skills
  • Excellent communication skills
  • Strong organizational, planning and time management skills.
  • Strong computer skills
  • Ability to travel



Critical Skills
At Voya, we have identified the following critical skills which are key to success in our culture: 

  • Customer Focused: Passionate drive to delight our customers and offer unique solutions that deliver on their expectations.
  • Critical Thinking: Thoughtful process of analyzing data and problem solving data to reach a well-reasoned solution.
  • Team Mentality: Partnering effectively to drive our culture and execute on our common goals. 
  • Business Acumen: Appreciation and understanding of the financial services industry in order to make sound business decisions. 
  • Learning Agility: Openness to new ways of thinking and acquiring new skills to retain a competitive advantage.

Learn more about Critical Skills.


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