Discovery Implementation Manager - bswift

Position Summary

The Discovery Implementation Manager (IM) is directly responsible for helping bswift meet and exceed client expectations by supporting consumers on our best-in-class HR software and services. The IM is accountable for the client onboarding experience through gathering requirements, consulting on best practices, identifying and collaborating to accommodate unique requests for direct market clients during the implementation.

The Discovery Implementation Manager is responsible for the quality and satisfaction of a new client onboarding from the date of hire until the requirements have been finalized and client care is transitioned.

Fundamental Components

• Lead and project manage the discovery process of Health and Welfare new client implementations to achieve individual, team, & company goals.
• Define and document requirements by reviewing source documents (Legal Plan Documents, Summary Plan Descriptions, Human Resource Materials), identifying relevant plan administration information, and inputting information into the requirements format (Benefits Class Matrix, Plan Requirements Template, Rates, Permissions, Field Options, Site Text, Import files of Demographic and Benefit Data, and Export of vendor and payroll files).
• Proactively consult clients on best practices and serve as a subject matter expert on necessary system and process changes to achieve client goals.
• Research and recommend system enhancements based upon client needs and assist in the development of enhancement specifications with bswift Product Managers and Developers.
• Lead key meetings including implementation kick-off meetings, requirements gathering and review, and other client meetings during the implementation process.
• Proactively identify and mitigate project and staffing risks, escalating where appropriate.
• Manage timelines with other bswift implementation staff and clients.
• Work closely with other internal teams to ensure all services within scope have related requirements collected and finalized.
• Manage client expectations, anticipate possible issues, communicate turnaround times, and escalate changes to scope or services as they arise.
• Keep up to date with industry trends and developments to make recommendations for changes to the company's client service approach.
• Develop and implement strategies to improve client and broker satisfaction.
• Assist in sales and marketing efforts as needed.
• Act as a coach and mentor for team members.

Background / Experience

• Bachelor's degree in business administration or a related field.
• 5+ years of client relationship, consulting, and implementation experience.
• Current or previous experience with benefits and implementation processes/methods.
• Excellent written and verbal communication skills with internal, external, technical, and non-technical team members.
• Proven track record of developing and maintaining strong relationships with clients and brokers.
• Strong customer service orientation.
• High level of productivity, reliability, responsibility, attendance, dependability, organization, and accuracy/thoroughness.
• Ability to work independently as well as part of a team.
• Ability to operate and make timely decisions in an ambiguous, fast-paced atmosphere.
• Ability to quickly sort through complex subject material and strong problem-solving skills.
• Initiative to meet challenges with resourcefulness and innovative approaches while maintaining high quality.
• Advanced proficiency in MS Excel (VLOOKUPs, Pivot tables, data summaries) and working knowledge of other MS Office products.
• Willingness to travel as needed.

Why Join bswift?

At bswift, we empower our employees to make a meaningful impact, innovate, and grow. Joining our team means stepping into a collaborative and dynamic environment that values creativity, initiative, and a passion for client success. We are dedicated to fostering an inclusive workplace that celebrates diversity and values each team member's unique contributions.

Standard working hours are 8:00 AM - 5:00 PM Central Time, unless otherwise stated.