[Hiring] Senior Service Delivery Manager - Client Liaison @bswift

Role Description

The Client Liaison is a senior, client-facing role that serves as a high‑touch escalation point for employee benefit issues within a benefits administration environment. This individual is deeply embedded in the client’s benefits operations and partners closely with internal delivery teams and client stakeholders to ensure accurate, timely resolution of complex benefit inquiries.

This role requires direct experience in benefits administration, including hands-on work within client-specific benefits platforms, enrollment systems, case management tools, and vendor ecosystems. The Client Liaison plays a critical role during key benefits events such as Annual Enrollment, while building trusted relationships with client contacts and internal subject matter experts.

Responsibilities

• 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.

Qualifications

• 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.

Nice to Have

• Experience supporting clients on bswift or a similar benefits administration platform.
• Prior experience supporting large or complex benefits clients in a highly matrixed environment.
• Familiarity with benefits enrollment, eligibility, compliance, and vendor coordination processes.

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!
• 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.
• Make an Impact: At bswift, your work directly contributes to transforming how organizations approach benefits administration and client engagement.