Director of Implementation
BCS Financial Corporation, Oakbrook Terrace, IL, United States
Salary Range: $125,000.00 To $185,000.00 Annually
Position Overview
A brief summary of the position and how it will provide results that contribute to the value of BCS. Provide initial thoughts on what success would look like for the person in this role. What are the expected goals and/or outputs?
The Implementations Director is responsible for providing strategic and operational leadership for end-to-end client onboarding and implementation activities across BCS Financial Corporation’s Supplemental Health Solutions (SHS) and Large Claims Solutions (LCS) product lines. This role ensures scalable, timely, and high-quality implementation delivery that supports business growth, accelerates revenue recognition, and enhances client and partner experience.
The Implementations Director owns implementation governance, cross-functional coordination, timeline management, and operational readiness, while leading and developing the implementation team. This is a people-leader role responsible for ensuring implementation capacity, reducing operational risk, and enabling speed-to-market as implementation volume increases.
This position will report to the Director, Customer Operations.
List the duties and responsibilities the incumbent would be spending at least 15 – 20% of their time doing in this position.
- Own end-to-end client onboarding and implementation delivery from handoff through go-live
- Ensure clear implementation plans, timelines, milestones, and accountability across internal and external stakeholders
- Drive consistent, high-quality client experience during onboarding and early lifecycle stages
Cross-Functional Coordination
- Partner closely with Sales/Account Management, Product, IT, Compliance, Licensing, Finance, and Service teams to ensure implementation readiness
- Coordinate dependencies across eligibility, enrollment, billing, claims, licensing, and service operations
- Serve as the primary escalation point for complex or at-risk implementations
Operational Readiness & Risk Management
- Reduce dependency risk and single-threaded knowledge through documentation, cross-training, and controls
- Identify and mitigate implementation risks related to capacity, timelines, compliance, and partner readiness
- Reduce rework, post-implementation defects, and downstream service escalations
- Lead and develop Implementation Specialists and related onboarding roles (including Agent Licensing)
- Set clear performance expectations, goals, and development plans
- Build a high-performing, scalable team capable of supporting current and future implementation demands
Process Improvement & Scale Enablement
- Drive continuous improvement initiatives to improve speed-to-market, efficiency, and quality
- Partner on automation and tooling enhancements that support implementation scale
- Establish and monitor key implementation metrics (throughput, cycle time, defects, client satisfaction)
Requirements
List education, experience, competencies, travel and/or physical requirements required vs. preferred
Education and Certifications
- Bachelor’s degree or commensurate experience required
- PMI or Lean Six Sigma Certification strongly preferred
Experience
- 10+ years of progressive experience in insurance operations, implementations, onboarding, or related fields
- Demonstrated experience leading client-facing operational teams
- Experience supporting insurance products, including Supplemental Health and Life solutions(SHS) and Large Claims solutions (LCS)
- Proven ability to scale operations in a growth environment
- Strong background in cross-functional delivery, timeline management, and operational governance