Service Delivery Manager

WHAT YOU’LL DO:

The Service Delivery Manager is directly responsible for helping bswift meet and exceed client expectations by supporting consumers on our best-in-class software and services. This role partners closely with internal teams and clients to implement, maintain, and optimize client benefit administration sites while ensuring high-quality service delivery, timely issue resolution, and continuous process improvement.

WHAT YOU WILL BE RESPONSIBLE FOR (Essential Functions):

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

Client Site Implementation and Maintenance

• 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.

Client Collaboration and Deliverables

• 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.

System Testing and Functionality

• 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.

Client Issue Resolution and Communication

• 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.

Process Improvement and Team Collaboration

• 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.

Additional Responsibilities

• 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.

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

• 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.
• 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.

NICE TO HAVE (Preferred Education and Experience):

• Experience supporting HR technology or SaaS-based benefits administration platforms.
• Experience working in a professional services or client implementation environment.

OTHER DUTIES

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.