Sup. - Client Implementation

The Supervisor - Client Implementation will be responsible for the have Supervisory Accountability over a designed group of Implementation Specialists supporting the RSL Account Implementation processes specific in their assigned regions.  This includes accountability for the successful new case installation of RSL accounts and IEB (Matrix) services. He/she will drive the process through a combination of direct involvement, partnership with the Account Management team, National Practice Leaders and Sales, and work in collaboration to help influence and collaborate internal partners (field support/service resources.  They will support and oversee the mentorship, training and team guidance support responsibilities for their regional teams.  They will work in conjunction with their regional counterpart on case assignments, process and procedural updates and case load assignments and balance.  The Supervisor – Client Implementation will carry a limited case load of highly complex or high exposer accounts.

Implementation:

• Provide guidance and leadership while acting as a Subject Matter Expert (SME) to ensure successful implementation, enrollment and ongoing support for assigned clients / territories.

• Lead a limited block of highly complex new client installation calls for assigned policyholders/ sales offices (including Accounts-assigned clients).

• Proactively communicate to the policyholder to ensure appropriate setup and understanding of RSL systems, tools and processes, including (but not limited to) billing, contracts and web tools.

• Create and deliver new policyholder administrative kits in an accurate and timely manner.

• Identify, research and coordinate the resolution of client-level issues for new clients.

• Coordinate fulfillment, tracking, billing, and inventory process for all enrollment communication materials.

• Interface with IS and the RSO Service team to develop solutions to broker and client’s specific needs, and to proactively communicate/document potential issues.

• Work with marketing and other business partners to ensure appropriate delivery of products and services.

Process Improvement:

• Report to the Director, Implementation and supports the continued refinement and management of the Account Implementation process, to increase process effectiveness and ensure client satisfaction.

• Work to develop, enhance and manage to specific, reportable implementation metrics in accordance with the goals and requirements of the organization.

• Support the creation and maintenance of all applicable supporting tools on the Company intranet, ensuring easy and ongoing access to the most current materials and tools.

• Influence and/or advocate for cross-functional process improvements and accountability to improve client perceptions.

• Influence cross-functional departments, as necessary, in order to ensure successful implementations and superior client service.

Leadership:

• Supports the performance development of their Regional Team; engages team members in talent management and development opportunities, and builds a positive and respectful work environment.

• Drives the implementation and measurement of “best practices” to continually enhance the team's efficiency and effectiveness.

• Models and drives company values in the departments.

Required Knowledge, Skills, Abilities and/or Related Experience

• Bachelors Degree (BS/BA)

• 5 years of related experience, including client/implementation management, preferably in an employee benefits organization

• Life and Health license desirable

• Experience with and comfort utilizing group benefits claims/eligibility and report systems is desirable.

• Proven success influencing remote staff and cross-functional resources.

• Strong knowledge of group disability, life insurance and other employee benefits (AHIP, LOMA, or CEBS preferred).

• Excellent presentation, influencing and written/verbal communication skills.

• Proficient in Microsoft Office products and ability to master applicable RSL and Matrix systems and processes.

• Proven ability to deal with tight deadlines and excellent analytical and problem solving skills.

Work location may be flexible if approved by the Company.

What We Offer

At Reliance Matrix, we believe that fostering an inclusive culture allows us to realize more of our potential. And we can’t do this without our most important asset—you.

That is why we offer a competitive pay package and a range of benefits to help team members thrive in their financial, physical, and mental wellbeing.  

Our Benefits:

• An annual performance bonus for all team members
• Generous 401(k) company match that is immediately vested
• A choice of three medical plans (that include prescription drug coverage) to suit your unique needs.  For High Deductible Health Plan enrollees, a company contribution to your Health Savings Account
• Multiple options for dental and vision coverage
• Company provided Life & Disability Insurance to ensure financial protection when you need it most
• Family friendly benefits including Paid Parental Leave & Adoption Assistance 
• Hybrid work arrangements for eligible roles
• Tuition Reimbursement and Continuing Professional Education
• Paid Time Off – new hires start with at least 20 days of PTO per year in addition to nine company paid holidays.  As you grow with us, your PTO may increase based on your level within the company and years of service. 
• Volunteer days, community partnerships, and Employee Assistance Program
• Ability to connect with colleagues around the country through our Employee Resource Group program

Our Values:

• Integrity
• Empowerment
• Compassion
• Collaboration
• Fun

EEO Statement

Reliance Matrix is an equal opportunity employer. We adhere to a policy of making employment decisions without regard to race, color, religion, sex, national origin, citizenship, age or disability, or any other classification or characteristic protected by federal or state law or regulation. We assure you that your opportunity for employment depends solely on your qualifications.