[Hiring] Discovery Implementation Manager @bswift

Role Description

The Discovery Implementation Manager (IM) is directly responsible for helping bswift meet and exceed client expectations by supporting consumers on our best-in-class HR software and services. The Discovery Implementation Manager (IM) is accountable for the client onboarding experience through gathering requirements, consulting on best practices, and identifying and collaborating to accommodate unique requests for direct market clients during the implementation.

The Discovery Implementation Manager is responsible for the quality and satisfaction of a new client onboarding from the date of hire until the requirements have been finalized and client care is transitioned.

• Lead and project manage the discovery process of Health and Welfare new client implementations to achieve individual, team, & company goals.
• Lead the team and client to define and document requirements by reviewing source documents (Legal Plan Documents, Summary Plan Descriptions, Human Resource Materials), identifying relevant plan administration information from those documents and inputting information into the requirements format including, but not limited to:
  • Benefits Class Matrix, Plan Requirements Template, Rates, Permissions, Field Options, Site Text, Import files of Demographic and Benefit Data, and Export of vendor and payroll files as required.
  • Proactively consult clients on best practices and be a subject matter expert on necessary system and process changes to achieve client goals.
  • Research and recommend system enhancement based upon client needs (assist in the development of enhancement specifications with bswift Product Managers and Developers).
• Lead Key meetings including Implementation kick-off meetings, requirements gathering and review, and other meetings during the implementation process with clients.
• Proactively identifying and mitigating project and staffing risks and escalating where appropriate.
• Manage timelines with other bswift implementation staff and clients.
• Work closely with other teams within the organization to ensure that all services within scope have related requirements collected and finalized.
• Manage client expectations, anticipating possible issues and communicating turnaround times. Escalating changes to scope or services as they arise.
• Keeping up to date with industry trends and developments and making recommendations for changes to the company’s client service approach as needed.
• Develop and implement strategies to improve client/broker satisfaction.
• Assist in sales and marketing efforts as needed.
• Act as a coach and mentor for others.

Qualifications

• Bachelor's degree in business administration or related field.
• 5+ years of client relationship, consulting, and implementation experience.
• Must have current or previous experience with benefits / implementation processes and methods.
• Excellent communication skills, both written and verbal with internal, external, technical, and non-technical team members.
• Proven track record of developing and maintaining strong relationships with clients and brokers.
• Strong customer service orientation.
• High level of productivity, reliability, responsibility, attendance, dependability, organization and accuracy/thoroughness.
• Ability to work independently as well as part of a team.
• Ability to operate and make timely decisions in an ambiguous, fast-paced atmosphere.
• Must be able to quickly sort through complex subject material.
• Strong problem-solving skills.
• Ability to take initiative to meet challenges with resourcefulness and new innovative approaches while maintaining a high level of quality.
• Advanced proficiency in MS Excel (VLOOKUPs, Pivot tables, providing data summaries) and working knowledge of other MS Office products.
• Willingness to travel as needed.

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.