Director of Implementation

Dir Operations - OE06BE

We're determined to make a difference and are proud to be an insurance company that goes well beyond coverages and policies. Working here means having every opportunity to achieve your goals - and to help others accomplish theirs, too. Join our team as we help shape the future.

Implementation is a strategic differentiator and the second point of sale for customers choosing to move their business to The Hartford. The Director of Implementation will play a critical to delivering a seamless, consultative, and technology-enabled onboarding experience. We are seeking customer centric, talent minded and forward-thinking leader for our Reginal and National Accounts Implementation team, overseeing Senior Implementation Consultants and Implementation Managers. This role will drive innovation, operational excellence, and cross-functional collaboration to ensure our clients receive best-in-class service during the implementation of their benefit programs.

Location: Strong preference for a hybrid arrangement based in Hartford, CT. However, we are open to considering remote work for candidates with exceptional talent and experience.
Department: EB Operations
Reports to: AVP Customer Activation

Key Responsibilities

• Coach and Develop Team focused on multi-line implementations, creating a customer centric, high-performing team culture.
• Drive adoption of AI, project management tools, HR technology, and product expertise to enhance implementation outcomes.
• Foster proactive, consultative engagement across Sales, Relationship Management, Brokers, and Clients.
• Champion performance management and a pay-for-performance culture.
• Develop and execute talent strategies, including succession planning and bench-strength development.
• Promote a coaching and mentoring culture that supports employee growth and trust.
• Ensure transparent communication that drives engagement and alignment with business goals.
• Design and implement retention strategies to mitigate attrition and improve employee satisfaction.
• Own service level performance and unit cost metrics, leveraging capacity and efficiency opportunities.
• Ensure compliance with THIP policies, SOX processes, and audit requirements.
• Use interaction data to identify improvement opportunities across product, marketing, and distribution.
• Lead process improvement initiatives and act as a business sponsor for strategic projects.
• Develop business cases and cost-benefit analyses for key initiatives.

• Proven leadership experience in implementation or client services within a complex, multi-line environment.
• Deep understanding of HR technology platforms, including integration and data exchange strategies.
• Strong background in operational excellence, performance metrics, and strategic planning.
• Experience managing cross-functional teams and driving enterprise-wide initiatives.
• Demonstrated ability to lead through change and foster innovation.
• Exceptional communication, coaching, and stakeholder engagement skills.

• Familiarity with platforms like Workday, BenAdmin, and other HCM systems.
• Experience with AI-enabled tools and automation in service delivery.
• Background in benefits administration, leave management, and multi-line insurance products.