Implementation Manager

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.

The Implementation Manager will work closely with the Project Manager and the Service Delivery team to plan and deliver successful client implementations in the US. This role will be responsible for managing day-to-day activities for an implementation team, managing those resources and proactively raising process improvements to gain efficiencies in implementation.

Responsibilities

• Leads the successful delivery of high-quality implementations and on-going production support of client projects.  
• Provide day-to-day direction to a team of highly skilled implementation consultants and analysts.  Ensure a high level of organizational effectiveness through ongoing performance management, talent assessments, and personnel development.
• Experience in relationship or account management of multiple clients.
• Understands opportunities and challenges of the benefits administration industry and how it impacts the implementation and management of technology
• Possesses ability to troubleshoot basic processing problems and understands when assistance is needed for complex problems
• Understands each client’s scope of services.  Identifies Change Control requests when appropriate and informs the Service Delivery team on a timely basis of changes in scope
• Review project schedules, allocate team resources based on project demand, and measure/evaluate activities of the team. Provide a weekly Internal Status to report team progress and set clear expectations on deliverables
• Updates the Technical Design Document for any changes in Requirements and manage the delivery of those changes through the implementation team
• Ensures timely submission of product enhancement requests and issues
• Ensures receipt of up-to-date documentation at hand-off from implementation
• Establishes client specific success criteria for maintaining a positive, long term relationship.  Identifies risks to client satisfaction on a timely basis and devises a strategy for mitigating those risks
• Seeks opportunities for enhancements to the product that will provide meaningful improvements to the client’s business
• Understands the appropriate instances when client push back is required; and delivers the appropriate message in a manner that does not damage the relationship
• Provides ongoing and timely feedback to the Implementation Director or Client Services Manager of any team related issues
• Provides coaching and training to Implementation team members as needed
• Troubleshoots basic code problems and knows when and where to find assistance for complex problems

Requirements                                                                                                                                       

• 5+ years of experience in software implementation, with work experience in Benefits/HR/payroll industry
• Minimum of 2 years of client management experience
• Solid understanding of

• The Software Development Life Cycle
• Health & Welfare and/or Insurance Industry
• Parameterized configuration

• Experience with SQL
• Excellent communication skills both written and verbal, with experience presenting to management.
• Ability to multi-task in a challenging, fast paced environment
• Ability to positively influence and persuade
• Excellent analytical, problem-solving and creative-thinking skills
• Exceptional customer focus and strong professional acumen
• Demonstrated aptitude for technology
• Reliable, consistent, flexible and adaptable

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.

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.