Client Experience Manager

The Client Operations Manager/Service Analyst is the primary point of contact for the bswift system set up, management, and quality assurance; responsible for helping meet and exceed client expectations by supporting consumers on bswift.

Client Site Implementation and Maintenance

• 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.

Client Collaboration and Deliverables

• 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.

System Testing and Quality Assurance

• 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.

Process Improvement and Team Collaboration

• 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.

Additional Responsibilities

• Manage workflows for carrier and payroll feed setup and maintenance.
• Support sales and marketing activities as required.
• Lead special projects as needed or assigned.

• 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 is preferred
• Insurance knowledge of health, life, and disability plans preferred
• 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

At Gallagher, we believe supporting our colleagues goes far beyond the role itself. For more information, visit our Benefits page.

• Competitive compensation
• Comprehensive benefits programs designed to support your well-being 
• Career development opportunities and ongoing learning 
• A collaborative, people-first culture with accessible leadership 
• The opportunity to do meaningful work with global reach and local impact 

At Gallagher, we are dedicated to building an inclusive and authentic workplace. If your past experience doesn’t align perfectly, we encourage you to join our Talent Community to stay connected to additional career opportunities. At times, we will consider transferable skills from previous roles.

Gallagher is an affirmative action/equal opportunity employer (Minorities/Females/Veterans/Disabled)