Sr. Implementation Consultant
VALIC specializes in retirement savings and investment products and services, including individual variable and fixed annuities, group retirement products, mutual funds, financial planning and investment advisory services and guaranteed investment contracts.
For more than half a century, VALIC has served as a leading plan provider for K-12 schools and school districts, as well as for higher education and healthcare institutions. VALIC is ranked as the number one provider of defined contribution plan services in the United States to public education employees in the K-12 market and number three for employees of higher education and not-for-profit healthcare.
This position will serve as the primary point of contact and liaison for VALIC during implementation activities. It will provide responsive and pro-active customer service at the group level and to their aligned regions. In this role, you will be a primary resource for subject matter expertise on retirement plans and the implementation processes.
a. Consults internal/external customers on timing of deliverable dates based segment model and region
b. Primary group/internal liaison for the implementation process and/or escalated customer issues and/ or events per segment model
c. Analyzes and effectively communicates broader operations aspects to help influence decisions across departments for services being implemented
2. Project Management
a. Develops and manages project plans for incoming business within assigned region
b. Develops and executes plans to improve customer satisfaction and overall quality of deliveries
c. Identifies out of scope services and escalates as needed to ensure all services are included in pricing
3. Operations Management:
a. Models and coaches others on Customer Service Excellence within Implementation
b. Develops key strategies for retention and future business wins through the interactions with Implementations Services
c. Identifies gaps and facilitates training needs within the team
4. Process Management
a. Reviews final agreements for system setup based on segment model and performs final quality review of client deliverables
b. Reviews and participates on RFP process for new business to identify potential solutions based on Implementations Service model and scope
c. Develops knowledge/content management strategy with accountability for maintenance of Implementation Tools and Reference Database
This role requires strong independent judgment and discretion to effectively interpret and communicate the laws and regulations regarding the operation of retirement plans. You will need to use strong consulting skills to influence decisions that will impact the implementation process and be able to research problems and gather information from numerous sources (Operations, Law, Systems, Regions, Client).
1. Bachelor’s degree in related field and five years related work experience
2. Extensive client management and advanced application of retirement plan recordkeeping systems.
3. Successful completion of relevant professional designation preferred (i.e. CEBS, ASPA, etc.)
4. Solid knowledge of pension plan types and a knowledge of defined contribution plan daily valuation recordkeeping systems
5. Excellent communication skills, including verbal, written, interpersonal and presentation skills
6. Demonstrated proficiency with computer software
7. Ability to analyze data, determine root cause, and provide and/or develop an appropriate solution for resolution
8. Ability to travel on occasion
The ideal Senior Implementation Consultant will be self-driven, results-oriented with a positive outlook and a clear focus on providing a high quality of customer service, leading to sustainable customer relationships. They will be flexible, adaptive and comfortable with process evaluations and decision-making in a dynamic implementation environment.
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