Senior Service Delivery Manager - bswift

About Us

At bswift, we’ve been transforming benefits administration since 1996, making it simpler, smarter, and more human. Our cloud-based technology and services empower employees to understand, manage, and love their benefits. From downtown Chicago and remotely across the country, we serve thousands of companies and millions of people nationwide, reducing administrative burdens and freeing HR teams to focus on creating thriving workplaces.

Our culture is grounded in our core values: Pursue Excellence, Embrace Accountability, Deliver Superior Service, and Be a Great Place to Work.

Role Overview

The Senior Service Delivery Consultant (Senior Service Delivery Manager) is a senior-level individual contributor responsible for delivering high-quality client implementations and ongoing service excellence. In this role, you will serve as a strategic and operational partner to clients, own complex configuration and service delivery work, and drive continuous improvement across processes, systems, and client outcomes without direct people management responsibilities.

Key Responsibilities

Client Partnership & Service Delivery

• Demonstrate a high standard of accountability, service excellence, and professionalism in all client and internal interactions.
• Develop and maintain strong strategic and operational relationships with assigned clients.
• Serve as the primary point of contact for complex client needs, ensuring timely issue resolution and high customer satisfaction.
• Lead recurring client meetings to drive alignment, progress, and satisfaction.
• Proactively consult clients on best practices and recommend system and process improvements year-round and during open enrollment.
• Lead quarterly stewardship meetings and recurring client engagements.

Implementation & Configuration Ownership

• Partner with clients to gather, document, and obtain sign-off on Benefits Class Matrices, requirements documentation, rates, permissions, field options, site text, and implementation logs.
• Configure the benefits administration system to support new implementations, annual benefit program changes, acquisitions, and enhancements.
• Execute and oversee system testing to ensure accurate configuration and readiness for production.
• Ensure execution of non-automated service delivery processes in alignment with contractual scope and client requirements.
• Research, troubleshoot, and resolve complex system and process-related client inquiries.

Cross-Functional Collaboration & Continuous Improvement

• Coordinate cross-functionally with Product Management, Development, Call Center, and internal service teams to meet client deliverables.
• Partner with Product and Development teams to identify, recommend, and support system enhancements based on client feedback.
• Drive operational efficiency and quality through process improvement initiatives and adherence to standard operating procedures.
• Support sales, renewal, and strategic initiatives, including client presentations and growth opportunities.
• Consult clients on additional bswift products and services to expand partnership value.
• Lead or support special projects as assigned.

Knowledge Sharing & Subject Matter Expertise

• Act as a subject matter expert within the Client Services organization.
• Provide informal guidance, peer support, and knowledge sharing to colleagues.
• Contribute to documentation, training materials, and best practices.

Qualifications

• Bachelor’s degree or an equivalent combination of education and experience.
• 6+ years of experience in benefits administration and direct client service.
• Proven experience working within a benefits administration platform, HRIS, or benefits/technology-enabled services environment.
• 3+ years of project management experience supporting complex client initiatives.
• Advanced Microsoft Excel skills, including VLOOKUPs, Pivot Tables, and core formulas.
• Strong technical aptitude with the ability to independently manage complex system configurations.
• Excellent written and verbal communication skills with the ability to engage both technical and non-technical stakeholders.
• Strong project management and stakeholder management skills with the ability to influence without direct authority.
• Strong analytical and strategic thinking skills to leverage data for decision-making.
• Demonstrated ability to make sound decisions in a fast-paced environment with high organization and attention to detail.
• Willingness to travel up to 10% as needed.

Schedule & Compensation

• Standard Hours: 8:00 AM – 5:00 PM Central Time.
• Base Salary: $90,000 – $120,000 annually (dependent on factors including experience, skills, and geographic location).
• Bonus: Eligible for an annual corporate bonus of 15%.