Senior Manager, Service Delivery

Summary

Join bswift, a leading benefits administration company, and contribute to our mission of becoming the preeminent benefits administrator. As a Client Service Manager, you will manage client relationships, ensuring timely and high-quality service delivery. You will collaborate with internal teams and clients to configure systems, resolve issues, and provide training. This role requires strong communication, analytical, and project management skills, along with a passion for client service and problem-solving. The position offers a competitive salary, annual bonus, and a comprehensive benefits package. bswift fosters a fun, flexible, and creative work environment with opportunities for professional growth.

Requirements

• 8+ Years of direct client and/or associate/analyst experience preferred
• 4+ years of project management
• Solid technical background
• Must be proficient in Excel (VLOOKUP, Pivot Tables, Basic Functionality)
• Good written/verbal communication skills and the ability to communicate with both technical and non-technical personnel; ability to listen, clarify and respond well to questions
• Ability to operate and make timely decisions in an ambiguous, fast-paced atmosphere
• A leadership style that reflects and reinforces bswift core values; Higher Standards, Greater Accountability, More Fun
• Project management skills; and ability to interact with all levels of a clients 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
• Must possess a passion for teamwork, client service and reaching business results through problem solving
• Strong organizational skills are required including multi-tasking and working in a changing environment
• A Bachelor’s degree from a four-year college or university; or equivalent combination of education and experience
• Willingness to travel as needed (up to 10%)

Responsibilities

• Consistently reflect our core values of: pursue excellence, embrace accountability, deliver superior service, and be a great place to work to bswift associates, clients, and partners
• Directly manage your 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 (product management, development, call center) to meet client deliverables
• 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 their assigned clients to ensure excellent customer service
• Research and recommend system enhancement based upon client needs (assist in the development of enhancement specifications with bswift Product Managers and Developers)
• Consult clients on additional bswift products and services to provide additional value to 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 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

Benefits

• Annual corporate bonus of 15%
• A generous compensation and benefits package
• Flexible work environment