Senior Service Delivery Manager – Large Market

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

📋 Description

• The Senior Service Delivery Consultant is a senior-level individual contributor tasked with delivering high-quality client implementations and ongoing service excellence.

• This position acts as both a strategic and operational partner to clients, managing complex configuration and service delivery tasks, while fostering continuous improvement across processes, systems, and client outcomes without direct management responsibilities.

• Exhibit a high standard of accountability, service excellence, and professionalism in all interactions with clients and internal teams.

• Establish and nurture strong strategic and operational relationships with designated clients.

• Serve as the primary contact for complex client requirements, ensuring timely resolution of issues and outstanding customer service.

• Facilitate recurring client meetings to ensure alignment, track progress, and enhance satisfaction.

• Proactively advise clients on best practices and suggest improvements in systems and processes throughout the year and during open enrollment periods.

• Conduct quarterly stewardship meetings and other scheduled client engagements.

• Collaborate with clients to collect, document, and secure approval on Benefits Class Matrices, requirements documentation, rates, permissions, field options, site text, and implementation logs.

• Configure the benefits administration system to accommodate new implementations, annual benefit program updates, acquisitions, and enhancements.

• Execute and oversee system testing to guarantee accurate configuration and readiness for production.

• Ensure that non-automated service delivery processes are executed in accordance with contractual scope and client requirements.

• Research, troubleshoot, and resolve intricate system and process-related client inquiries.

• Coordinate across departments with Product Management, Development, Call Center, and internal service teams to fulfill client deliverables.

• Partner with Product and Development teams to identify, recommend, and facilitate system enhancements based on client feedback and needs.

• Promote 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.

• Advise clients on additional bswift products and services to enhance value and strengthen partnerships.

• Lead or assist with special projects as assigned.

• Serve as a subject matter expert within the Client Services organization.

• Provide informal mentorship, peer support, and knowledge sharing to less experienced team members.

• Contribute to the creation of documentation, training materials, and best practices to improve overall service delivery quality.

⛳️ Requirements

• Bachelor’s degree or an equivalent combination of education and experience.

• 6+ years of experience in benefits administration along with direct client service.

• Proven experience working with a benefits administration platform, HRIS, or benefits/technology-enabled services environment.

• 3+ years of project management experience supporting complex client initiatives.

• Strong technical skills with the ability to independently manage complex system configurations.

• Advanced Microsoft Excel skills, including VLOOKUPs, Pivot Tables, and essential formulas.

• Excellent written and verbal communication abilities, capable of engaging both technical and non-technical stakeholders.

• Strong project management and stakeholder management skills with the ability to influence without formal authority.

• Excellent analytical and strategic thinking skills, adept at leveraging data for decision-making.

• Proven ability to make sound decisions in a fast-paced, ambiguous environment.

• High level of organization, accountability, accuracy, and attention to detail.

• Strong dedication to client service, teamwork, and delivering measurable business outcomes.

• Ability to manage multiple priorities and adapt in a dynamic environment.

• Willingness to travel up to 10%, as required.

🏝️ 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.