Senior Manager, Service Delivery

Job description

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!

Summary:

The role of Sr. Manager, Service Delivery 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:

  1. Creating Benefits Class Matrix, Requirements, Rates, Permissions, Field Options, Site Text, and Implementation Questions Log with client (including client sign-off).
  2. Configuring system as needed for annual benefit program changes/acquisitions.
  3. Executing on non-automated service delivery processes to satisfy scope requirements.
  4. Researching and resolving client inquiries regarding system and process issues.
  5. Training clients on new and existing system features and services (prepare and conduct technical/product presentations and demos as required).
  6. 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.

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 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.

Education:

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

Why Join bswift?

At bswift, we empower our employees to make a meaningful impact, innovate, and grow. Joining our team means stepping into a collaborative and dynamic environment that values creativity, initiative, and a passion for client success. We are dedicated to fostering an inclusive workplace that celebrates diversity and values each team member’s unique contributions.

Benefits of Working at bswift:

• 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.

Specific benefit offerings vary by position and may be subject to change.

Standard working hours are 8am-5pm Central Time, unless otherwise stated in the Job Description.

In the spirit of pay transparency, we are excited to share the base salary range for this position is $90,000-$120,000 exclusive of fringe benefits or potential bonuses. This position is also eligible for an annual corporate bonus of 15%. If you are hired at bswift, your final base salary compensation will be determined based on factors such as geographic location, skills, education, and/or experience. In addition to those factors – we believe in the importance of pay equity and consider internal equity of our current team members as a part of any final offer. Please keep in mind that the range mentioned above is the full base salary range for the role. Hiring at the maximum of the range would not be typical in order to allow for future & continued salary growth. We also offer a generous compensation and benefits package!

At bswift, our mission is clear: Become the preeminent benefits administrator through exceptional people, innovative technology, and delighted customers. And our values are at the heart of everything we do to accomplish that mission. We Pursue Excellence, Embrace Accountability, Deliver Superior Service, and strive to Be A Great Place To Work . We take pride in having an engaged, collaborative team that goes the extra mile to get the job done right.

bswift has been regularly named one of Chicago’s Best and Brightest Companies to Work For®, as well as one of the Nation’s Best and Brightest Companies to Work For® year after year. We offer a fun, flexible, and creative environment where you can grow both professionally and personally.

If you have what it takes to join our award-winning culture, we’d love to hear from you!