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bswift · 14 hours ago

Director, Service Delivery Template

United States

Full-time

Remote

Director/Executive

$140K/yr - $155K/yr

12+ years exp

bswift is a company that has been transforming benefits administration since 1996, focusing on simplifying and enhancing the employee experience. The Client Services Director, Service Delivery will work directly with clients to understand their goals, manage client relationships, and lead a team to ensure the delivery of high-quality service and support.

Health CareInformation TechnologySoftware

Responsibilities

Own a book of business of clients representing $5,000,000 to $8,000,000+ in annualized recurring revenue (ARR). Keeping up with bswift product and service information and updates

Directly manage client relationship(s); ensure delivery quality and timeliness

Own project plans, governance & stewardships for our clients

Organize regular client meetings to ensure excellent customer service

Responsible for contractual compliance and managing financials

Hire and equip great people that reflect our core values; Pursue Excellence, Embrace Accountability, Deliver Superior Service, & Be A Great Place To Work

Forecast and manage staffing levels and associated expenses

People management, career development coaching

Provide day to day guidance to the service delivery team

Assist in product strategy rollout of new technology and services to our clients

Drive efficiency through standard operating procedures (creation, refinements, and adherence) and through automation and challenging the status quo

Coordinate business strategy with bswift's leadership team: call center, COBRA/FSA, billing team, Product Management, additional COE Sharded Operations groups, and IT team as needed

Assist in sales and marketing efforts as needed

Consistently reflect our core values of higher standards, greater accountability, and more fun to bswift associates, clients, and partners

Qualification

Client relationship managementEmployee benefits knowledgePeople management skillsProject managementCommunication skillsCustomer service orientationProblem-solving abilityOrganizational skills

Required

12+ years of client relationship and/or benefit implementation experience

Significant health & welfare client relationship management experience to help consult clients and work through new benefit strategies

Detailed knowledge of employee benefits and related technology solutions

A leadership style that reflects and reinforces bswift core values; Pursue Excellence, Embrace Accountability, Deliver Superior Service, & Be A Great Place To Work

Strong people management skills; and ability to interact with all levels of a clients organization

Strong customer service orientation to maintain high NPS score for book of business

Excellent verbal and written communication skills to be able to communicate with all levels of an organization from C suite to benefits manager

Ability to assist and equip others to efficiently solve complex problems

Strong organizational skills are required including multi-tasking and working in a changing environment

Willingness to travel as needed (up to 10%)

A Bachelor's Degree from a four-Year College or university; or equivalent combination of education and experience

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.