Strong understanding of both legacy and new systems
Excellent communication skills
Proven problem-solving ability
Empathetic approach to user needs and concerns
Ability to adapt to rapid changes in processes
Responsibilities
Act as the liaison between project and end-user teams
Translate technical information into actionable insights
Provide feedback during testing phases to improve usability
Collect data for process requirement analysis
Advocate for new processes and encourage team adoption
Conduct training sessions and troubleshoot in real-time
Make timely decisions to maintain project momentum
Lead strategic initiatives to enhance client experiences
Benefits
Opportunities for professional development and training
Supportive team environment fostering collaboration
Involvement in impactful projects during transition phases
Exposure to both strategic and operational leadership opportunities
Ability to influence process improvements on a national scale
Full Job Description
The Employee Benefits Enterprise Lead is an experienced operator, trusted by peers and influential in the adoption of new systems and ways of working. This individual serves as the connective tissue between the transition project team and front-line colleagues, translating strategy into practical execution. The Enterprise Lead is fully dedicated from Project Kick Off through BAU transition.
Core responsibilities
Bridge Between Teams
Acts as the liaison between the transition project team and end-users
Communicates process changes clearly and translates technical jargon into practical steps
Subject Matter Expertise
Deep understanding of legacy processes to support optimization to new workflows
Provides feedback during testing and pilots to ensure usability and desired outcomes
Obtains data to provide analysis for process requirements
Change Champion
Advocates for the benefits of the new process
Encourages adoption and proactively addresses resistance among peers
Training & Support
Conducts hands-on training sessions
Offers real-time troubleshooting during go-live
Business Decision
Analyzes options and evaluates outcomes
Makes decisions timely to maintain momentum and progress
Communicates decisions clearly to impacted business partners
Strategic & Operational Leadership
Defines and drives strategic initiatives to enhance the overall client experience
Evaluates and expands outsourcing opportunities to improve operational efficiency
Establishes and leads a process design committee to govern, standardize, and provide national oversight for process changes
Develops and implements professional standards for the EBG team to deliver a high-touch, white-glove client experience
Partners with the data team to design datasets and dashboards supporting quality assurance, governance, and professional standards initiatives
Key skills
Process Knowledge - Knows both legacy and new systems thoroughly
Communication - Skilled at explaining complex changes in simple terms
Problem-Solving - Quickly identifies issues and escalates critical ones
Empathy - Understands user concerns and builds trust
Adaptability - Comfortable with ambiguity and rapid change
