Director, Service Delivery

Want to be a bswifter? 

At bswift we’ve been transforming benefits administration since 1996, making it simpler, smarter, and more human. Our state-of-the-art, 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, people-first workplaces. 

 We’re looking for motivated and goal-driven individuals who share our passion for delivering excellence and creating solutions that make a difference. The reward is a fun, flexible and creative environment with ample opportunity for professional and personal growth. If you love the bswift values of pursue excellence, embrace accountability, deliver superior service, and be a great place to work, we want to hear from you! 

Job Description:  

The primary objective of the Client Services Director, Service Delivery position is to work directly with clients to learn their goals and establish how the bswift can meet them.  This role will also own a book of business of clients representing approximately $5,000,000 to $8,000,000+ in annualized recurring revenue (ARR). And lead a team of bswifters to support their clients needs and create/keep raving fans of bswift!     

 

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; Higher Standards, Greater Accountability, & More Fun 

• 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 

Qualifications 

• 12+ years of client relationship and/or benefit implementation experience 
• Proven experience leading and owning Client Renewals

• 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 
• Proven experience as a people leader and managing teams 

• 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