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bswift · 3 weeks ago

Senior Service Delivery Manager

United States

Full-time

Remote

Senior Level, Lead/Staff

$90K/yr - $120K/yr

8+ years exp

bswift is a company that has been transforming benefits administration since 1996, aiming to make it simpler, smarter, and more human. The Senior Service Delivery Manager will manage client relationships, ensuring delivery quality and timeliness while developing strategic partnerships and advocating for client needs throughout the product lifecycle.

Health CareInformation TechnologySoftware

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; including, but not limited to:

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 enhancements 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 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

Qualification

Client relationship managementTechnical expertiseProject managementExcel proficiencyAnalytical skillsCommunication skillsLeadership skillsOrganizational skillsTeamwork

Required

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 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's core values: Pursue Excellence, Embrace Accountability, Deliver Superior Service, & Be a Great Place to Work

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

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! 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.