Director, Service Delivery

Summary

Join bswift as a Client Services Director, Service Delivery and directly work with clients to understand their goals and find solutions. Manage a book of business generating $5,000,000 to $8,000,000+ in ARR. Lead a team to support client needs and foster strong relationships. Ensure quality and timely service delivery, manage project plans, and conduct regular client meetings. Maintain contractual compliance, manage financials, and forecast staffing levels. Provide guidance to the service delivery team, assist in product strategy rollouts, and drive efficiency through process improvements. Collaborate with internal teams and contribute to sales and marketing efforts. Reflect bswift's core values in all interactions.

Requirements

• 12+ years of client relationship and/or benefit implementation experience
• Significant health & welfare client relationship management experience to help consult clients and work through new benefit strategies
• Detailed knowledge of employee benefits and related technology solutions
• A leadership style that reflects and reinforces bswift core values; Pursue Excellence, Embrace Accountability, Deliver Superior Service, & Be A Great Place To Work
• Strong people management skills; and ability to interact with all levels of a clients organization
• Strong customer service orientation to maintain high NPS score for book of business
• Excellent verbal and written communication skills to be able to communicate with all levels of an organization from C suite to benefits manager
• Ability to assist and equip others to efficiently solve complex problems
• Strong organizational skills are required including multi-tasking and working in a changing environment
• Willingness to travel as needed (up to 10%)
• A Bachelor’s Degree from a four-Year College or university; or equivalent combination of education and experience

Responsibilities

• Own a book of business of clients representing $5,000,000 to $8,000,000+ in annualized recurring revenue (ARR)
• Keeping up with bswift product and service information and updates
• Directly manage client relationship(s); ensure delivery quality and timeliness
• Own project plans, governance & stewardships for our clients
• Organize regular client meetings to ensure excellent customer service
• Responsible for contractual compliance and managing financials
• Hire and equip great people that reflect our core values; Pursue Excellence, Embrace Accountability, Deliver Superior Service, & Be A Great Place To Work
• Forecast and manage staffing levels and associated expenses
• People management, career development coaching
• Provide day to day guidance to the service delivery team
• Assist in product strategy rollout of new technology and services to our clients
• Drive efficiency through standard operating procedures (creation, refinements, and adherence) and through automation and challenging the status quo
• Coordinate business strategy with bswift's leadership team: call center, COBRA/FSA, billing team, Product Management, additional COE Sharded Operations groups, and IT team as needed
• Assist in sales and marketing efforts as needed
• Consistently reflect our core values of higher standards, greater accountability, and more fun to bswift associates, clients, and partners

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
• Make an Impact : At bswift, your work directly contributes to transforming how organizations approach benefits administration and client engagement. Join us to be part of an organization that is making a meaningful difference in the lives of our clients and their employees