Gallagher Benefit Services is a trusted partner helping organizations with their people decisions, aiming to create better workplaces. The Client Operations Manager will oversee the bswift system setup and management, ensuring client satisfaction through effective implementation and ongoing support of benefit programs.
Manage 10-12 clients‘ annual renewals and site updates on the bswift platform
Demonstrate understanding of employee benefits and bswift configuration rules including cost calculations, eligibility classes, and site structure
Maintain comprehensive knowledge of insurance plan rules for all plans including but not limited to health, life, disability, and voluntary benefits
Obtain and maintain the bswift Implementation and Ongoing User Certification
Manage and provide technical guidance through the implementation of new client websites
Understand, implement, and configure contents, pricing and information included in the Statement of Work for each client
Provide technical guidance through the implementation of new client websites and ongoing support of sites at renewal
Develop and maintain benefit class matrix for each assigned client and save document to client’s file in the shared drive
Update sites as requirements change, including benefit class matrix, requirements document, rates, permissions, field options, site text and plan and library documents
Understand and identify system limitations and submit enhancement requests as needed
Identify, reconcile, research, and resolve system-related issues
Partner with operations teams (EDI, Production, COBRA, Billing, Enrollment, and Customer Service) to meet client deliverables
Create and obtain sign-off on Benefits Class Matrix, Requirements, Rates, and Permissions
Configure systems for annual benefit program changes or acquisitions
Execute non-automated service delivery processes as required
Research and troubleshoot issues to identify root cause and solution
Respond to client questions and concerns about site issues with research-based solutions
Provide clear and professional updates to clients throughout the implementation and renewal process
Responsible for the overall quality assurance of each assigned client site
Use Excel to analyze and compare data sets for auditing purposes
Have strong knowledge and experience with excel formulas VLOOKUP and pivot tables
Test new and existing system functionality to ensure accurate client system configuration and track/monitor resolution of issues
Perform data integrity checks through site testing and auditing
Complete site testing within established and communicated timeline and obtain sign off from client on site testing and approval for go-live
Drive continuous process improvements by maintaining a deep understanding of internal systems
Coach and mentor team members, sharing new ideas and customer insights throughout all phases of the product life cycle
Collaborate with other members of the bswift Client Operations Manager team and other operations teams, sharing developmental ideas and solutions to enhance best practices
Proactively communicate client requirements and processes to all operations teams including EDI, Production, COBRA, Billing, Enrollment, Customer Service and Account Management; update all team members when requirements and/or site configuration changes
Assess risk and communicate impact when timelines are not met within operational project plan
Report all escalated issues, timeline constraints and client/site concerns to Account Manager and direct Manager immediately
Manage workflows for carrier and payroll feed setup and maintenance
Support sales and marketing activities as required
Lead special projects as needed or assigned
Qualification
Required
Bachelor's Degree or equivalent combination of education and experience
Solid technical background and ability to learn new software systems
One year of experience on bswift or similar benefit administration platform
Insurance knowledge of health, life, and disability plans
Familiarity with insurance carrier billing and COBRA administration
Proficiency in Excel (VLOOKUP, Pivot Tables, Basic Functionality)
Strong written/verbal communication skills, with the ability to engage technical and non-technical personnel effectively
Exceptional analytical skills and ability to use data strategically
Demonstrated ability to work in a fast-paced, ambiguous environment while maintaining high-quality outcomes
Passion for teamwork, client service, and achieving business results through problem-solving
Proactive and results-oriented with strong attention to detail
High level of productivity and reliability
Ability to interact with internal and external customers, work independently as well as with a team and meet operational deadlines and manage timelines
Quality focus and skilled multi-tasking
Strong organizational, analytical, communication, and problem-solving skills
Professional presentation & attire
Preferred
One year of experience on bswift or similar benefit administration platform
Insurance knowledge of health, life, and disability plans
Familiarity with insurance carrier billing and COBRA administration
Benefits
Medical/dental/vision plans, which start from day one!
Life and accident insurance
401(K) and Roth options
Tax-advantaged accounts (HSA, FSA)
Educational expense reimbursement
Paid parental leave
Digital mental health services (Talkspace)
Flexible work hours (availability varies by office and job function)
Training programs
Gallagher Thrive program – elevating your health through challenges, workshops and digital fitness programs for your overall wellbeing
Charitable matching gift program
Gallagher is an international insurance brokerage and risk management services firm.
