Senior Service Delivery Manager, Client Liaison

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bswift

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

👥 HR Tech

🏢 Enterprise

💰 $51M Private Equity Round on 2014-04

HR Tech • Enterprise • AI

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

• Serve as the primary escalation point for complex employee benefit inquiries within a benefits administration and client services environment. • Work directly within client-specific benefits administration systems and tools, including enrollment platforms, case management systems, ticketing tools, Slack, and email. • Support Annual Enrollment and other key benefits events, including hands-on issue resolution and executive-level support when required. • Act as an extension of the client’s benefits team, maintaining a strong day-to-day presence across internal delivery teams and client stakeholders. • Present quarterly Service Level Agreement (SLA) and service performance metrics to client leadership. • Partner with internal subject matter experts (configuration, eligibility, compliance, HSA/FSA, and vendors) to resolve system, data, and process-related benefits issues. • Build and manage effective working relationships with client contacts across benefits, compliance, HR, finance, HSA/FSA, and vendor-aligned roles. • Demonstrate professionalism, confidence, and sound judgment when communicating with senior leaders and executive stakeholders. • Proactively anticipate client needs, follow through on escalated items, and ensure accurate, timely resolution of benefit-related issues.

🎯 Requirements

• Proven experience in benefits administration with direct responsibility for supporting employee benefit inquiries. • Client services experience within a benefits administration environment (not general client support). • Hands-on experience working within client-specific benefits systems and tools, including enrollment platforms, case management systems, and related workflows. • Strong understanding of employee benefits programs, enrollment processes, and issue resolution best practices. • Excellent verbal and written communication skills, with the ability to communicate clearly with both employees and client stakeholders. • High degree of professionalism and polish, particularly when supporting executive-level contacts. • Ability to work independently, manage multiple priorities, and navigate ambiguity in a fast-paced client environment. • Strong relationship-building skills with internal partners and external clients. • Demonstrated ability to anticipate issues, escalate appropriately, and follow through to resolution. • Experience supporting clients on bswift or a similar benefits administration platform.

🏖️ Benefits

• Comprehensive Health Benefits: Access to health, dental, and vision plans to support your wellness and that of your family. • Competitive Compensation: A compensation package that recognizes your skills, experience, and contributions, including performance-based incentives for most roles. • Remote first, Office friendly environment! No time to commute? No problem! • Retirement Savings Plans: Options to help you plan for a secure financial future with employer-sponsored retirement savings programs. • Professional Development: Opportunities for career growth, including training and access to resources to support your career progression. • Supportive Culture: A work environment that encourages collaboration, open communication, and creative problem-solving, where your voice and ideas are valued. • Employee Wellbeing Initiatives: Programs focused on mental health, financial planning, and wellness resources to help you thrive inside and outside of work.