• Use the Microsoft Dynamics system and other CMS products to deliver website changes and updates for public sector clients • Manage relationships between teams, partners, and customers • Work with project teams and key stakeholders to develop and deliver web content solutions within project timeframes and objectives • Under take the management of web content and systems • Work closely with IT to understand technical constraints in journeys and help adjust the journey appropriately • Drafting new/amended products or services as needed • Work closely with the Digital Implementation Manager, wider engagement team and the pensions business to use insightful reporting • Collaborate with research leads to conduct website usability testing to review site performance • Assisting in key digital initiatives • Raising awareness and assisting in driving online traffic, visitor conversion and brand awareness • Analysing, monitoring and reporting of client website • Extracting and manipulating data for use in segmented campaigns • Optimising key pages within the site for SEO • Assist the delivery of the web content plan • Responsible for the delivery of some monthly client reporting

• Create and configure new and existing client websites (using third party software), following established SOPs and best practices. • Assist less senior teammates with development low to moderate complexity sites. • Proficient at root cause analysis and serves as subject matter resource in client meetings, as needed. • Primarily responsible with final testing and auditing of own and less senior teammates’ work to ensure proper functioning, with oversight. • Accountable for individual quality assurance on low to moderate complexity builds. • Maintains working knowledge of health and benefits products, services and tools in order to appropriately configure and test software tools • Primarily responsible for providing training and mentorship of less senior teammates. • Works on moderate complexity (or greater) client projects. • Participation in client meetings as needed. • Provide direct and indirect (through teammate development) daily support to assigned clients and/or clients as directed. • Developing root cause analysis skills to provide direct daily support to assigned clients as directed. • Anticipates and responds to client support questions as assigned and works directly with clients. • Assist with education of clients’ HR administrators on benefits programs, legislation, and regulatory requirements, with respect to assigned software, with very limited oversight. • Assist with training clients’ HR administrators on assigned software, with very limited oversight. • Promote teamwork, support, knowledge sharing and a positive attitude in the department and office. • Promote a commitment to achieve or exceed internal and external performance standards both individually and through teammates. • Strong ability to interpret and follow SOPs and assist with providing guidance on the development of SOPs, and provide SOP process improvement considerations for primary platform. • Participate in training opportunities to remain current on industry information, new product development, legislation, coverages, and technology. • Follow department guidelines, policies and procedures, including professional development and continuing education required for valid licensing. • Assist with the documentation of renewal, sales, and insurance operations compliance documents into the sales management database. • Pursues a course of personal and professional development.

• Lead the end-to-end implementation of newly sold services for enterprise partners • Project manage the implementation of THB services for insurance carriers • Document requirements, prepare and execute against task lists • Provide routine status updates, and take personal accountability to drive towards committed dates • Report implementation progress to the Director of Implementation • Advance and evolve implementation team efficiencies, artifacts, and processes

• Manage multiple software implementation projects simultaneously • Manage the project team including coordinating and allocating resources as needed • Creating, maintaining and distributing project documents including the project plan, schedules and deliverables • Provide feedback to the Director of Business Operations and other leaders • Develop and document procedures resulting in repeatable project management processes • Communicate directly to the client to set expectations, review project timeline and project milestones • Resolve project issues and/or delays to reduce the impact on the client • Conduct end-user training on software features, functionality, work flow, best practices and optimization