Discovery Implementation Lead

ABOUT US:
bswift is a leading benefits administration company that specializes in providing tailored solutions for our clients. Our mission is to simplify the complex world of employee benefits and deliver exceptional service to our clients.

WHAT YOU’LL DO:
The Discovery Implementation Lead (IL) is responsible for helping bswift meet and exceed client expectations by supporting consumers on our best in class HR software and services. Working closely with the Discovery Implementation leader, this role owns the client onboarding experience—gathering requirements, consulting on best practices, coordinating specialized needs, and ensuring high quality delivery from hire through finalized requirements and transition to client care.

WHAT YOU WILL BE RESPONSIBLE FOR (Essential Functions):
Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

• Own multiple areas of discovery during implementation, including but not limited to:
  • Evive requirements templates
  • Benefits Class Matrix
  • Plan Requirements
  • Enrollment rules
  • Digital Experience
  • Inbound files
  • Outbound files
  • Coordination with internal COEs and other implementation teams
• Proactively consult clients on best practices and serve as a subject matter expert on system and process changes.
• Research and recommend system enhancements based on client needs; assist Product Managers and Developers in developing enhancement specifications.
• Collaborate with internal teams to ensure all scoped services have requirements gathered and finalized.
• Manage client expectations by anticipating issues and establishing realistic timelines.
• Research, resolve, and respond to client inquiries related to system or process gaps.
• Continuously refine and improve the discovery process for efficiency.
• Identify project risks and escalate appropriately.
• Develop and implement strategies to improve client and broker satisfaction.
• Stay current with industry trends and recommend improvements to the company’s client service approach.
• Mentor and coach Implementation Analysts on deliverables.

WHAT YOU NEED TO SUCCEED (Required Education and Experience):

• Bachelor’s degree in business administration or related field
• 3+ years of client relationship, consulting, or implementation experience
• Experience with benefits and implementation processes/methods
• Excellent written and verbal communication skills
• Proven success developing strong client and broker relationships
• Strong customer service orientation
• High productivity, reliability, organization, and thoroughness
• Ability to work independently and as part of a team
• Ability to make timely decisions in a fast paced, ambiguous environment
• Strong analytical skills and ability to use data strategically
• Advanced MS Excel skills (VLOOKUPs, pivot tables, data summaries)
• Proficiency in additional MS Office applications
• Willingness to travel as needed

NICE TO HAVE (Preferred Education and Experience):

• Experience in HR technology, benefits administration software, or related SaaS environments
• Experience mentoring or training junior team members
• Background in process improvement or workflow optimization

OTHER DUTIES:
This job description is not designed to cover or contain a comprehensive listing of all activities, duties, or responsibilities required of the employee. Duties, responsibilities, and activities may change at any time with or without notice.