VP, Service Delivery
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Job Description
Vice President, Service Delivery responsible for client retention and satisfaction in a benefits administration company. Leading team development and operational excellence for client portfolios.
Responsibilities:
- Lead and manage the overall health of a portfolio of clients to deliver outstanding retention, satisfaction, and long-term partnerships
- Hire, develop, and retain high-performing team members who reflect and reinforce bswift’s core values
- Set clear expectations and lead the team to achieve individual, team, and company goals
- Forecast and manage staffing levels and associated expenses to ensure operational efficiency
- Continuously evaluate and refine operational practices to improve service delivery and scalability
- Lead governance for overall client relationships while ensuring expectations are consistently met or exceeded
- Build and maintain strong executive-level client relationships through ongoing governance and direct engagement across the full client portfolio
- Coordinate cross-functionally with bswift call center, COBRA/FSA, and billing teams to ensure seamless client service
- Directly manage one or more key client relationships while maintaining governance oversight across all assigned clients
- Actively participate as a member of the Sales & Service Leadership Team
- Support product development and quality assurance initiatives as needed
- Assist with sales and marketing efforts, including client retention and growth initiatives, as required
Requirements:
- 10+ years of experience managing client relationships within the benefits administration industry
- 10+ years of experience consulting with clients and developing employee benefit strategies
- Deep knowledge of employee benefits and related technology solutions
- Significant experience managing health & welfare client relationships
- Strong people leadership and team development skills
- Demonstrated ability to coach and equip others to solve complex problems efficiently
- Strong customer service orientation with a focus on delivering exceptional client experiences
- Excellent verbal and written communication skills
- Willingness to work nights and weekends when necessary
- Willingness to travel up to 20% of the work week, including weekends when required
- Bachelor’s degree (B.A. or B.S.) 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.
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