Senior Service Delivery Manager

About the role

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. Key responsibilities include developing strategic and operational relationships with clients, coordinating with internal resources to meet deliverables, leading meetings and consultations, and ensuring system configuration accuracy. The role also emphasizes proactive consulting on best practices, enhancing client value through additional services, and advocating for client needs throughout the product lifecycle. Strong organizational, communication, and leadership skills are essential, along with technical expertise and the ability to work in a dynamic environment.

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.

Requirements

• 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 quick

Benefits

Additional Information

Want to be a bswifter? At bswift we've been transforming benefits administration since 1996, making it simpler, smarter, and more human. Our state-of-the-art, cloud-based technology and services empower employees to understand, manage, and love their benefits. From downtown Chicago, and remotely across the country, we serve thousands of companies and millions of people nationwide, reducing administrative burdens and freeing HR teams to focus on creating thriving, people-first workplaces. We're looking for motivated and goal-driven individuals who share our passion for delivering excellence and creating solutions that make a difference. The reward is a fun, flexible and creative environment with ample opportunity for professional and personal growth. If you love the bswift values of pursue excellence, embrace accountability, deliver superior service, and be a great place to work, we want to hear from you!

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