Implementation Manager

at  LifeWorks

TELUS Health is empowering every person to live their healthiest life. Guided by our vision, we are leveraging the power of our leading edge technology and focusing on the uniqueness of each individual to create the future of health. As a global-leading health and well-being provider – encompassing physical, mental and financial health – TELUS Health is improving health outcomes for consumers, patients, healthcare professionals, employers and employees.
Join our team and what we’ll accomplish together
The Health and Welfare Implementation Manager will be responsible for overseeing the planning, execution, and evaluation of health and welfare implementations. This role involves close collaboration with the project manager and the service delivery team to ensure successful client implementations in the US and Canada. The Implementation Manager will manage the daily activities of the implementation team and proactively suggest process improvements to enhance implementation efficiency.

What you’ll do

• Lead the successful execution of high-quality implementations and provide ongoing production support for client projects.
• Provide daily guidance to a team of highly skilled implementation consultants and analysts. Ensure organizational effectiveness through continuous performance management, talent assessments, and personnel development.
• Relationship or account management of multiple clients.
• Understand the opportunities and challenges within the benefits administration industry and their impact on the implementation and management of technology.
• Has the ability to troubleshoot basic processing issues and recognizes when to seek assistance for more complex problems
• Understands the scope of services for each client. Creates Change Control Requests when necessary and promptly informs the Service Delivery team of any changes in scope.
• Review project schedules, allocate team resources according to project demands, and assess team activities. Provide a weekly Internal Status Report to track team progress and set clear expectations for deliverables.
• Updates the Technical Design Document to reflect any changes in requirements and manage the implementation team’s delivery of those changes.
• Ensures timely submission of product enhancement requests and issues
• Ensures the receipt of up-to-date documentation during the hand-off from implementation.
• Establish client-specific success criteria to maintain a positive, long-term relationship, identify risks to client satisfaction promptly, and devise strategies to mitigate those risks.
• Seek opportunities for product enhancements that will provide meaningful improvements to the client’s business.
• Understand when it is appropriate to push back on client requests and deliver the message in a manner that preserves the relationship.
• Provide ongoing and timely feedback to the Implementation Director or Client Services Manager regarding any team-related issues.
• Offer coaching and training to Implementation team members as needed.
• Troubleshoot basic code issues and know when and where to seek assistance for more complex problems.

What you bring

• 5+ years of experience in software implementation, with work experience in Benefits/HR/payroll industry
• Minimum of 2 years of people leadership experience
• Solid understanding of:
• The Software Development Life Cycle (SDLC)
• Health & Welfare and/or Insurance Industry
• Parameterized configuration
• Experience with SQL
• Possess excellent written and verbal communication skills, with experience presenting to management.
• Ability to multitask in a challenging, fast paced environment
• Ability to positively influence and persuade others
• Excellent analytical, problem-solving and creative-thinking skills
• Exceptional customer focus and strong professional acumen
• Demonstrated aptitude for technology
• Reliable, consistent, flexible and adaptable
• Experience with Azure DevOps Server considered an asset

A bit about us
We’re a people-focused, customer-first, purpose-driven team who works together every day to innovate and do good. We improve lives through our technology solutions and foster a culture of innovation that empowers team members to solve complex problems and create remarkable human outcomes in a digital world.
TELUS is proud to foster an inclusive culture that embraces diversity. We are committed to fair employment practices and all qualified applicants will receive consideration for employment. We offer accommodation for applicants with disabilities, as required, during the recruitment process.
Disclaimer: In accordance with the TELUS Health Solutions Data Center Security Policy, as a condition of employment, all team members whose job functions require they work at a Data Center and/or have access to detailed knowledge of technology related to client service delivery, are subject to a Personnel Security Screening conducted through the Government of Canada.
The health and safety of our team, customers and communities is paramount to TELUS. Accordingly, we require anyone joining our TELUS Health Care Centres to be fully vaccinated for COVID-19.
Note for Quebec candidates: if knowledge of English is required for this position, it is because the team member will be asked, on a regular basis, to interact in English with external or internal parties or to use English applications or software as part of their tasks.
By applying to this role, you understand and agree that your information will be shared with the TELUS Group of Companies’ Talent Acquisition team(s) and/or any leader(s) who will be part of the selection process

• Lead the successful execution of high-quality implementations and provide ongoing production support for client projects.
• Provide daily guidance to a team of highly skilled implementation consultants and analysts. Ensure organizational effectiveness through continuous performance management, talent assessments, and personnel development.
• Relationship or account management of multiple clients.
• Understand the opportunities and challenges within the benefits administration industry and their impact on the implementation and management of technology.
• Has the ability to troubleshoot basic processing issues and recognizes when to seek assistance for more complex problems
• Understands the scope of services for each client. Creates Change Control Requests when necessary and promptly informs the Service Delivery team of any changes in scope.
• Review project schedules, allocate team resources according to project demands, and assess team activities. Provide a weekly Internal Status Report to track team progress and set clear expectations for deliverables.
• Updates the Technical Design Document to reflect any changes in requirements and manage the implementation team’s delivery of those changes.
• Ensures timely submission of product enhancement requests and issues
• Ensures the receipt of up-to-date documentation during the hand-off from implementation.
• Establish client-specific success criteria to maintain a positive, long-term relationship, identify risks to client satisfaction promptly, and devise strategies to mitigate those risks.
• Seek opportunities for product enhancements that will provide meaningful improvements to the client’s business.
• Understand when it is appropriate to push back on client requests and deliver the message in a manner that preserves the relationship.
• Provide ongoing and timely feedback to the Implementation Director or Client Services Manager regarding any team-related issues.
• Offer coaching and training to Implementation team members as needed.
• Troubleshoot basic code issues and know when and where to seek assistance for more complex problems