Senior Manager, Service Delivery

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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

• The Senior Service Delivery Consultant is a senior-level individual contributor responsible for delivering high-quality client implementations and ongoing service excellence. • This role serves as a strategic and operational partner to clients, owns complex configuration and service delivery work, and drives continuous improvement across processes, systems, and client outcomes without direct people management responsibilities. • Demonstrate a high standard of accountability, service excellence, and professionalism in all client and internal interactions. • Develop and maintain strong strategic and operational relationships with assigned clients. • Serve as a primary point of contact for complex client needs, ensuring timely issue resolution and exceptional customer service. • Lead recurring client meetings to drive alignment, progress, and satisfaction. • Proactively consult clients on best practices and recommend system and process improvements throughout the year and during open enrollment. • Lead quarterly stewardship meetings and other recurring client engagements. • Partner with clients to gather, document, and obtain sign-off on Benefits Class Matrices, requirements documentation, rates, permissions, field options, site text, and implementation logs. • Configure the benefits administration system to support new implementations, annual benefit program changes, acquisitions, and enhancements. • Execute and oversee system testing to ensure accurate configuration and readiness for production. • Ensure execution of non-automated service delivery processes in alignment with contractual scope and client requirements. • Research, troubleshoot, and resolve complex system and process-related client inquiries. • Coordinate cross-functionally with Product Management, Development, Call Center, and internal service teams to meet client deliverables. • Partner with Product and Development teams to identify, recommend, and support system enhancements based on client needs and feedback. • Drive operational efficiency and quality through process improvement initiatives and adherence to standard operating procedures. • Contribute to sales, renewal, and strategic initiatives, including client presentations and growth opportunities. • Consult clients on additional bswift products and services to expand value and deepen partnerships. • Lead or support special projects as assigned. • Act as a subject matter expert within the Client Services organization. • Provide informal guidance, peer support, and knowledge sharing to less experienced team members. • Contribute to documentation, training materials, and best practices to strengthen overall service delivery quality.

🎯 Requirements

• Bachelor’s degree or an equivalent combination of education and experience. • 6+ years of experience in benefits administration and direct client service. • Proven experience working within a benefits administration platform, HRIS, or benefits/technology-enabled services environment. • 3+ years of project management experience supporting complex client initiatives. • Strong technical aptitude with the ability to independently manage complex system configurations. • Advanced Microsoft Excel skills, including VLOOKUPs, Pivot Tables, and core formulas. • Excellent written and verbal communication skills, with the ability to engage technical and non-technical stakeholders. • Strong project management and stakeholder management skills, with the ability to influence without authority. • Strong analytical and strategic thinking skills with the ability to leverage data for decision-making. • Demonstrated ability to make sound decisions in a fast-paced, ambiguous environment. • High level of organization, accountability, accuracy, and attention to detail. • Strong commitment to client service, teamwork, and delivering measurable business outcomes. • Ability to manage multiple priorities and adapt in a dynamic environment.

🏖️ 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.