bswift

Senior Manager, Service Delivery

bswift

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇺🇸 United States

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Salary

💰 $90,000 - $120,000 per year

Job Level

Senior

About the role

  • Manage assigned client relationships to ensure delivery quality and timeliness.
  • Develop and maintain strong relationships at a strategic and operational level with assigned clients.
  • Partner with operations managers and associates and coordinate with product management, development, and call center to meet client deliverables.
  • Create Benefits Class Matrix, Requirements, Rates, Permissions, Field Options, Site Text, and Implementation Questions Log with client (including client sign-off).
  • Configure system as needed for annual benefit program changes and acquisitions.
  • Execute non-automated service delivery processes to satisfy scope requirements.
  • Research and resolve client inquiries regarding system and process issues.
  • Train clients on new and existing system features and services; prepare and conduct technical/product presentations and demos as required.
  • Test 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, especially during annual open enrollment.
  • Schedule, prepare for, and lead quarterly and/or annual stewardship meetings and regular client status meetings.
  • Research and recommend system enhancements and assist in development of enhancement specifications with Product Managers and Developers.
  • Consult clients on additional bswift products and services to provide additional value.
  • Create and coordinate requirements for one-time projects (vendor or internal).
  • Advocate client needs throughout all phases of the product life cycle.
  • Drive efficiency and quality through standard operating procedures; coordinate and secure renewal of client agreements as necessary.
  • Responsible for special projects and assist in sales and marketing efforts as needed.

Requirements

  • 8+ years of direct client and/or associate/analyst experience preferred.
  • bswift configuration experience is required for this role.
  • 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 operate and make timely decisions in an ambiguous, fast-paced atmosphere.
  • Leadership style that reflects and reinforces bswift’s core values.
  • 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.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
bswift configurationExcelVLOOKUPPivot Tablesproject managementdata analysissystem testingservice delivery processesclient relationship managementtechnical presentations
Soft skills
communication skillsleadershipproblem-solvingorganizational skillsteamworkanalytical skillsdecision-makingclient serviceadaptabilityreliability
Certifications
Bachelor’s degree