[Hiring] Senior Service Delivery Manager @bswift

Role Description

The role of Senior Service Delivery Manager at bswift involves managing client relationships to ensure delivery quality and timeliness while reflecting the company's core values.

• Consistently reflect core values: pursue excellence, embrace accountability, deliver superior service, and be a great place to work.
• Directly manage assigned client relationship(s); ensure delivery quality and timeliness.
• Develop and maintain strong relationships at a strategic and operational level with assigned clients.
• Partner with a team of operations managers and associates to coordinate with other bswift resources to meet client deliverables, including:
  • Creating Benefits Class Matrix, Requirements, Rates, Permissions, Field Options, Site Text, and Implementation Questions Log with client (including client sign-off).
  • Configuring system as needed for annual benefit program changes/acquisitions.
  • Executing on non-automated service delivery processes to satisfy scope requirements.
  • Researching and resolving client inquiries regarding system and process issues.
  • Training clients on new and existing system features and services (prepare and conduct technical/product presentations and demos as required).
  • Testing new and existing system functionality to ensure accuracy of client system configuration.
• Provide day-to-day guidance to the service delivery team.
• Proactively consult clients on best practices and necessary system and process changes to achieve client goals throughout the year and during annual open enrollment.
• Schedule, prepare for, and lead quarterly and/or annual stewardship meetings with clients and lead other regularly scheduled meetings as necessary.
• Schedule and lead regular client status meetings for assigned clients to ensure excellent customer service.
• Research and recommend system enhancements based upon client needs.
• Consult clients on additional bswift products and services to provide additional value to the client relationship.
• Create and coordinate requirements for gathering and processing one-time projects as needed (Vendor or Internal).
• Advocate client needs throughout all phases of the product life cycle (plan, design, integrate, install, manage).
• Drive efficiency and quality through standard operating procedures.
• Coordinate and secure renewal of client agreements as necessary.
• Responsible for special projects as assigned.
• Assist in sales and marketing efforts as needed.

Qualifications

• 8+ years of direct client and/or associate/analyst experience preferred.
• 4+ years of project management experience.
• Solid technical background.
• Must be proficient in Excel (VLOOKUP, Pivot Tables, Basic Functionality).
• Strong written and verbal communication skills with the ability to communicate effectively with both technical and non-technical personnel.
• Ability to operate and make timely decisions in an ambiguous, fast-paced atmosphere.
• A leadership style that reflects and reinforces bswift’s core values.
• Project management skills and the ability to interact with all levels of a client’s organization.
• Must be able to quickly sort through complex subject material.
• Strong analytical skill set and ability to effectively use data for strategy.
• High level of productivity, reliability, responsibility, attendance, dependability, organization, and accuracy/thoroughness.
• Ability to assist and equip others to efficiently solve complex problems.
• Passion for teamwork, client service, and reaching business results through problem-solving.
• Strong organizational skills, including multi-tasking and working in a changing environment.

Education

• Bachelor’s degree from a four-year college or university, or equivalent combination of education and experience.

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.
• Employee Wellbeing Initiatives: Programs focused on mental health, financial planning, and wellness resources.
• Make an Impact: Your work directly contributes to transforming how organizations approach benefits administration and client engagement.