Senior Service Delivery Manager- Large Market

bswift is a leading benefits administration company that specializes in providing tailored solutions for our clients. We are seeking an experienced, client-focused professional to join our organization as a Senior Service Delivery Consultant, responsible for delivering high-quality client implementations and ongoing service excellence.

Responsibilities:

• Demonstrate a high standard of accountability, service excellence, and professionalism in all client and internal interactions
• Develop and maintain strong strategic and operational relationships with assigned clients
• Serve as a primary point of contact for complex client needs, ensuring timely issue resolution and exceptional customer service
• Lead recurring client meetings to drive alignment, progress, and satisfaction
• Proactively consult clients on best practices and recommend system and process improvements throughout the year and during open enrollment
• Lead quarterly stewardship meetings and other recurring client engagements
• Partner with clients to gather, document, and obtain sign-off on Benefits Class Matrices, requirements documentation, rates, permissions, field options, site text, and implementation logs
• Configure the benefits administration system to support new implementations, annual benefit program changes, acquisitions, and enhancements
• Execute and oversee system testing to ensure accurate configuration and readiness for production
• Ensure execution of non-automated service delivery processes in alignment with contractual scope and client requirements
• Research, troubleshoot, and resolve complex system and process-related client inquiries
• Coordinate cross-functionally with Product Management, Development, Call Center, and internal service teams to meet client deliverables
• Partner with Product and Development teams to identify, recommend, and support system enhancements based on client needs and feedback
• Drive operational efficiency and quality through process improvement initiatives and adherence to standard operating procedures
• Contribute to sales, renewal, and strategic initiatives, including client presentations and growth opportunities
• Consult clients on additional bswift products and services to expand value and deepen partnerships
• Lead or support special projects as assigned
• Act as a subject matter expert within the Client Services organization
• Provide informal guidance, peer support, and knowledge sharing to less experienced team members
• Contribute to documentation, training materials, and best practices to strengthen overall service delivery quality

Requirements:

• Bachelor's degree or an equivalent combination of education and experience
• 6+ years of experience in benefits administration and direct client service
• Proven experience working within a benefits administration platform, HRIS, or benefits/technology-enabled services environment
• 3+ years of project management experience supporting complex client initiatives
• Strong technical aptitude with the ability to independently manage complex system configurations
• Advanced Microsoft Excel skills, including VLOOKUPs, Pivot Tables, and core formulas
• Excellent written and verbal communication skills, with the ability to engage technical and non-technical stakeholders
• Strong project management and stakeholder management skills, with the ability to influence without authority
• Strong analytical and strategic thinking skills with the ability to leverage data for decision-making
• Demonstrated ability to make sound decisions in a fast-paced, ambiguous environment
• High level of organization, accountability, accuracy, and attention to detail
• Strong commitment to client service, teamwork, and delivering measurable business outcomes
• Ability to manage multiple priorities and adapt in a dynamic environment