Plan Implementation Manager

The Plan Implementation Specialist serves as the primary point of contact for clients during the implementation of retirement plans, ensuring a seamless onboarding experience from plan setup through transition to ongoing service. This role combines relationship management, project coordination, client consulting, and administrative support to deliver successful implementation outcomes while maintaining high levels of customer satisfaction.

Role Responsibilities

• Relationship Management (30%): Serve as the main contact for clients during plan implementation.
• Build and maintain strong relationships with clients, TPAs, financial representatives, and internal partners.
• Lead meetings, coordinate follow-up actions, and keep stakeholders informed.
• Manage expectations, timelines, and project milestones.
• Proactively identify and escalate issues when needed.
• Project Management (35%): Develop and manage implementation schedules.
• Coordinate all aspects of plan setup, including payroll integration, account configuration, and plan features.
• Ensure tasks are completed accurately and on time.
• Remove roadblocks and keep projects moving forward.
• Maintain accurate documentation and compliance records.
• Utilize internal systems and tools to track progress and project status.
• Client Consulting & Education (20%): Gather plan details and clarify client requirements.
• Educate clients and partners on John Hancock products, services, and processes.
• Provide guidance on plan setup, eligibility, administrative requirements, and available services.
• Recommend solutions and services that support the long-term success of the plan.
• Administrative Responsibilities (15%): Review implementation documentation and client information.
• Coordinate onboarding communications and schedules.
• Organize project records and maintain accurate updates.
• Prepare meeting materials, timelines, and implementation documentation.
• Support a smooth handoff to ongoing service teams after implementation is complete.

Required Qualifications

• At least 2 years of relevant experience in customer service or project management
• Strong relationship-building and client service skills.
• Excellent communication and presentation abilities.
• Proven project management and organizational skills.
• Ability to influence, negotiate, and collaborate across multiple teams.
• Strong attention to detail and ability to manage multiple priorities.
• Proactive problem-solving mindset.

Preferred Qualifications

• Knowledge of retirement plans, financial services, payroll processes, or implementation/project management is an asset.
• Having prior experience in B2B programs or as a subject matter expert is an advantage

When you join our team:

• We’ll empower you to learn and grow the career you want.
• We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.
• As part of our global team, we’ll support you in shaping the future you want to see.