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Senior Manager, Service Delivery



Posted on Monday, June 3, 2024

We’re looking for motivated and goal-driven team members who can do what it takes to make a company great. 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!

Job Description:
• The primary objective of the Client Services Senior Manager, Service Delivery position is to serve as leader to ensure the highest level of quality in our delivery of new client implementations and on ongoing services.

• Consistently reflect our core values of higher standards, greater accountability, and more fun to bswift associates, clients, and partners
• Develop and maintain strong relationships at a strategic and operational level with assigned clients
• Leading 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:
o Creating Benefits Class Matrix, Requirements, Rates, Permissions, Field Options, Site Text and Implementation Questions Log with client (including client sign-off)
o Configuring system as needed for annual benefit program changes/acquisitions
o Executing on non-automated service delivery processes to satisfy scope requirements
o Researching and resolving client inquiries regarding system and process issues
o Training clients on new and existing system features and services (prepare and conduct technical/product presentations and demos as required)
o Testing new and existing system functionality to ensure accuracy of client system configuration
• Provide day to day guidance to the service delivery team
• Lead ongoing client meetings to ensure excellent customer service
• Proactively consult clients on best practices and necessary system and process changes to achieve client goals throughout the year and during annual open enrollment
• Participate in quarterly stewardship meetings with clients and lead other regularly scheduled meetings as necessary
• Research and recommend system enhancement 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 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 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

• 8+ Years of direct client and/or associate/analyst experience preferred
• 4+ years of project management
• Solid Technical background
• Must be proficient in Excel (VLOOKUP, Pivot Tables, Basic Functionality)
• Good written/verbal communication skills and the ability to communicate 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 core values; Higher Standards, Greater Accountability, More Fun
• Project management skills; and ability to interact with all levels of a clients 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
• Must possess a passion for teamwork, client service and reaching business results through problem solving
• Strong organizational skills are required including multi-tasking and working in a changing environment
• A Bachelor’s Degree from a four-Year College or university; or equivalent combination of education and experience.
• Willingness to travel as needed (up to 10%)

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!

Standard working hours are 9am-5pm Central Time, unless otherwise stated in the Job Description.

At bswift, our values are Pursue Excellence, Embrace Accountability, Deliver Superior Service, and Be A Great Place To Work. We pride ourselves on having an engaged, friendly and smart team that goes the extra mile to get the job done right. The reward is a fun, flexible and creative environment with ample opportunity for professional and personal growth.

bswift was named one of Chicago’s Best and Brightest Companies to Work For® in 2014, 2015, 2016, 2017, 2018, 2019, 2020 and 2021, as well as one of the Nation’s Best and Brightest Companies to Work For® in 2014, 2015, 2016, 2017, 2018, 2019, and 2020.

We are an equal opportunity and affirmative action employer. All qualified applicants will receive consideration for employment regardless of personal characteristics or status. We take affirmative action to recruit, select and develop women, people of color, veterans and individuals with disabilities.

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