Senior Service Delivery Manager, Client Liaison

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the primary point of escalation for complex inquiries related to employee benefits within a benefits administration and client services framework.

• Engage directly with client-specific benefits administration systems and tools, including enrollment platforms, case management systems, ticketing tools, Slack, and email.

• Provide support during Annual Enrollment and other significant benefits events, which includes hands-on issue resolution and support for executives when necessary.

• Function as an extension of the client’s benefits team, ensuring a robust daily presence among internal delivery teams and client stakeholders.

• Present quarterly Service Level Agreement (SLA) and service performance metrics to client leadership.

• Collaborate with internal subject matter experts (configuration, eligibility, compliance, HSA/FSA, and vendors) to address system, data, and process-related benefits challenges.

• Cultivate and maintain effective working relationships with client contacts across benefits, compliance, HR, finance, HSA/FSA, and vendor-aligned roles.

• Exhibit professionalism, confidence, and sound judgment when interacting with senior leaders and executive stakeholders.

• Anticipate client needs proactively, follow up on escalated items, and ensure prompt and accurate resolution of benefit-related issues.

⛳️ Requirements

• Demonstrated experience in benefits administration with direct responsibility for managing employee benefit inquiries.

• Experience in client services within a benefits administration context (not general client support).

• Practical experience using client-specific benefits systems and tools, including enrollment platforms, case management systems, and associated workflows.

• Strong knowledge of employee benefits programs, enrollment procedures, and best practices for issue resolution.

• Exceptional verbal and written communication skills, with the ability to convey information clearly to both employees and client stakeholders.

• High level of professionalism and polish, especially when engaging with executive-level contacts.

• Capability to work independently, manage multiple priorities, and navigate uncertainties in a fast-paced client environment.

• Strong relationship-building abilities with both internal partners and external clients.

• Proven track record of anticipating issues, escalating as necessary, and ensuring follow-through to resolution.

• Experience supporting clients on bswift or a comparable benefits administration platform.

🏝️ Benefits

• Comprehensive Health Benefits: Access to health, dental, and vision plans to support your wellness and that of your family.

• Competitive Compensation: A compensation package that recognizes your skills, experience, and contributions, including performance-based incentives for most roles.

• Remote first, Office friendly environment! No time to commute? No problem!

• Retirement Savings Plans: Options to help you plan for a secure financial future with employer-sponsored retirement savings programs.

• Professional Development: Opportunities for career growth, including training and access to resources to support your career progression.

• Supportive Culture: A work environment that encourages collaboration, open communication, and creative problem-solving, where your voice and ideas are valued.

• Employee Wellbeing Initiatives: Programs focused on mental health, financial planning, and wellness resources to help you thrive inside and outside of work.