Service Delivery Manager

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🕒 4 days ago

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bswift

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🏥 Healthcare

💼 Consulting

🛡️ Insurance

💰 $51M Private Equity Round on 2014-04

Healthcare • Consulting • Insurance

bswift is a leading provider of benefits administration solutions, offering a comprehensive suite of technology and services to help employers and their employees maximize their health and welfare benefits. By leveraging the latest technology and personalized engagement strategies, bswift enhances healthcare outcomes and employee satisfaction. The company is recognized for its innovative use of AI to facilitate seamless benefits enrollment and improve customer service. Recently, bswift has expanded its capabilities through strategic acquisitions, further solidifying its position as a trusted partner for companies seeking to improve their employee benefits programs.

📋 Description

• The Service Delivery Manager is directly responsible for helping bswift meet and exceed client expectations by supporting consumers on our best‑in‑class software and services. • This role partners closely with internal teams and clients to implement, maintain, and optimize client benefit administration sites while ensuring high‑quality service delivery, timely issue resolution, and continuous process improvement. • Manage and provide technical guidance through the implementation of new client websites. • Continually update client sites as requirements change, including benefit class matrices, requirements documents, rates, permissions, field options, site text, and open items from implementation question logs. • Test client sites for quality assurance and track, monitor, and drive resolution of identified issues. • Partner with bswift teams (product management, development, call center) to meet client deliverables. • Create, manage, and obtain client sign‑off on Benefits Class Matrices, Requirements, Rates, Permissions, and Implementation Question Logs. • Configure systems for annual benefit program changes and client acquisitions. • Execute non‑automated service delivery processes as required. • Research and resolve client inquiries related to system and process issues. • Train clients on system features and services through presentations and demonstrations. • Test new and existing system functionality to ensure accurate client system configuration. • Conduct technical and product demonstrations for new or changing plans, site text updates, and release functionality changes. • Respond to client questions and concerns regarding bswift products with prompt, research‑based solutions. • Triage client tickets and questions within 24 hours, maintaining ownership from initial contact through resolution. • Provide clear, professional, and proactive communication to clients throughout the issue resolution process. • Drive continuous process improvements by maintaining a deep understanding of internal systems and workflows. • Lead and create agendas for client meetings, as needed. • Coach and mentor team members, sharing best practices, new ideas, and customer insights throughout all phases of the product life cycle. • Manage workflows for carrier and payroll feed setup and maintenance. • Support sales and marketing activities as required. • Lead special projects as assigned. • Develop and implement fulfillment procedures.

🎯 Requirements

• Bachelor’s Degree or an equivalent combination of education and experience. • 5+ years of direct client‑facing experience and/or associate or analyst experience. • 2+ years of project management experience. • Experience working within benefits administration, including knowledge of benefit plans, eligibility rules, enrollment processes, and client benefit programs. • Hands‑on experience configuring a benefits administration platform, including plan setup, eligibility rules, rates, permissions, and overall site configuration. • Solid technical background with the ability to understand and configure complex systems. • Proficiency in Microsoft Excel, including VLOOKUPs, Pivot Tables, and basic functionality. • Strong written and verbal communication skills, with the ability to effectively engage technical and non‑technical audiences. • Exceptional analytical and problem‑solving skills with the ability to use data strategically. • Demonstrated ability to work in a fast‑paced, ambiguous environment while maintaining high‑quality outcomes. • High level of productivity, reliability, and attention to detail. • Passion for teamwork, client service, and achieving business results through problem‑solving.

🏖️ Benefits

• Comprehensive Health Benefits: Health, dental, and vision plans to support your wellness. • Competitive Compensation: A package recognizing your skills and contributions, including performance-based incentives. • Flexible Work Environment: Remote-first, office-friendly options. • Retirement Savings Plans: Employer-sponsored programs for financial security. • Professional Development: Career growth opportunities through training and resources. • Supportive Culture: Collaboration, open communication, and creative problem-solving. • Employee Wellbeing Initiatives: Mental health, financial planning, and wellness resources.