[Hiring] Client Relationship Specialist - Implementation @Equitable

Role Description

We are seeking a Client Relationship Specialist – Implementation to join our Group Benefits team. As a key member of our Head Office Group Benefits team, you will play a critical role in delivering a best-in-class onboarding experience and serving as the face of Equitable during the implementation phase.

• Serve as the primary point of contact for Advisors and new clients throughout the onboarding and implementation process.
• Ingest client Group Benefits requirements and translate them into Equitable’s internal systems and processes for accurate plan installation.
• Guide clients through plan setup, ensuring all documentation, enrollment data, and requirements are complete, accurate, and delivered within established timelines.
• Manage the end-to-end implementation lifecycle, from initial sale through to successful plan installation and transition at go-live.
• Develop and manage implementation timelines, track milestones, and proactively identify and mitigate risks or delays.
• Coordinate with internal teams (Underwriting, Group Benefits Administration, Claims, IT, and other operational partners) to ensure all components are aligned for successful installation.
• Perform risk assessment and analysis related to plan design, setup requirements, and implementation exceptions.
• Make case-specific decisions on administrative and implementation exceptions within established guidelines.
• Support and manage complex or non-standard group implementations, adapting approaches to meet unique client requirements.
• Participate in finalist presentations with prospective clients, providing expertise on implementation timelines, onboarding requirements, and the end-to-end implementation process to support a successful transition to our Group Benefits plans.
• Collaborate with Advisors, Group Account Executives (GAEs), and internal stakeholders to resolve implementation issues and ensure a coordinated onboarding experience.
• Ensure all documentation meets high standards of accuracy, completeness, and compliance to support efficient installation.
• Contribute to the development, standardization, and improvement of implementation processes, documentation, and checklists.
• Meet established implementation performance metrics, including turnaround times, quality standards, and reporting requirements.

Qualifications

• 3–5+ years of Group Benefits experience, including strong experience in implementation and onboarding.
• Solid understanding of Group Benefits products, plan design, and installation processes.
• Demonstrated ability to analyze complex requirements, assess risk, and make sound decisions within defined guidelines.
• Strong understanding of how Underwriting, Claims, Administration, and other group functions contribute to implementation outcomes.
• Excellent organizational, time management, and problem-solving skills with the ability to manage multiple implementations in a fast-paced environment.
• High level of accuracy and attention to detail, particularly in documentation and data management.
• Exceptional communication skills (verbal and written), with the ability to clearly guide clients and advisors through implementation processes.
• Strong presentation and training skills, with the ability to deliver effective onboarding sessions.
• Ability to adapt to complex or non-standard implementations and shifting priorities.
• Proficiency in Microsoft Office (Excel, Word, PowerPoint, Outlook) and ability to quickly learn new systems.
• Knowledge of provincial health plans and relevant federal/provincial legislation is an asset.
• Certified Employee Benefit Specialist (CEBS/GBA) designation is an asset.
• Bilingual (English/French) is an asset.

Benefits

• Career Growth: Regular learning sessions and development opportunities.
• Total Rewards: Incentive pay, annual salary reviews, employer-paid benefits and pension matching.
• Time Away: Competitive vacation plus one paid volunteer day each year.
• Flexibility: Healthy work-life balance with employee wellness always top of mind, complemented by a “dress for your day” approach.