Helping companies be ready for all their benefits needs, today and tomorrow.
Service Delivery Manager
Location
United States
Posted
33 days ago
Salary
0
Seniority
Senior
Job Description
Service Delivery Manager
bswift
• Manage and provide technical guidance through the implementation of new client websites. • Continually update client sites as requirements change, including benefit class matrices, requirements documents, rates, permissions, field options, site text, and open items from implementation question logs. • Test client sites for quality assurance and track, monitor, and drive resolution of identified issues. • Partner with bswift teams (product management, development, call center) to meet client deliverables. • Create, manage, and obtain client sign‑off on Benefits Class Matrices, Requirements, Rates, Permissions, and Implementation Question Logs. • Configure systems for annual benefit program changes and client acquisitions. • Execute non‑automated service delivery processes as required. • Research and resolve client inquiries related to system and process issues. • Train clients on system features and services through presentations and demonstrations. • Test new and existing system functionality to ensure accurate client system configuration. • Conduct technical and product demonstrations for new or changing plans, site text updates, and release functionality changes. • Respond to client questions and concerns regarding bswift products with prompt, research‑based solutions. • Triage client tickets and questions within 24 hours, maintaining ownership from initial contact through resolution. • Provide clear, professional, and proactive communication to clients throughout the issue resolution process. • Drive continuous process improvements by maintaining a deep understanding of internal systems and workflows. • Lead and create agendas for client meetings, as needed. • Coach and mentor team members, sharing best practices, new ideas, and customer insights throughout all phases of the product life cycle. • Manage workflows for carrier and payroll feed setup and maintenance. • Support sales and marketing activities as required. • Lead special projects as assigned. • Develop and implement fulfillment procedures.
Job Requirements
- Bachelor’s Degree or an equivalent combination of education and experience.
- 5+ years of direct client‑facing experience and/or associate or analyst experience.
- 2+ years of project management experience.
- Experience working within benefits administration, including knowledge of benefit plans, eligibility rules, enrollment processes, and client benefit programs.
- Hands‑on experience configuring a benefits administration platform, including plan setup, eligibility rules, rates, permissions, and overall site configuration.
- Hands-on experience configuring the bswift platform.
- Solid technical background with the ability to understand and configure complex systems.
- Proficiency in Microsoft Excel, including VLOOKUPs, Pivot Tables, and basic functionality.
- Strong written and verbal communication skills, with the ability to effectively engage technical and non‑technical audiences.
- Exceptional analytical and problem‑solving skills with the ability to use data strategically.
- Demonstrated ability to work in a fast‑paced, ambiguous environment while maintaining high‑quality outcomes.
- High level of productivity, reliability, and attention to detail.
- Passion for teamwork, client service, and achieving business results through problem‑solving.
Benefits
- Comprehensive Health Benefits: Health, dental, and vision plans to support your wellness.
- Competitive Compensation: A package recognizing your skills and contributions, including performance-based incentives.
- Flexible Work Environment: Remote-first, office-friendly options.
- Retirement Savings Plans: Employer-sponsored programs for financial security.
- Professional Development: Career growth opportunities through training and resources.
- Supportive Culture: Collaboration, open communication, and creative problem-solving.
- Employee Wellbeing Initiatives: Mental health, financial planning, and wellness resources.
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