Senior Implementation Delivery LeadWHAT YOU'LL DOThe Senior Implementation Delivery Lead is responsible for helping bswift meet and exceed client expectations throughout the implementation lifecycle. This role serves as a technical and functional subject matter expert, partnering with clients, internal stakeholders, and implementation teams to deliver successful implementations while ensuring a high level of client satisfaction.
This position requires strong consulting, project management, client relationship, and leadership skills. The Senior Implementation Delivery Lead proactively identifies risks, drives solutions, manages multiple implementation workstreams, and coaches team members while maintaining excellence in delivery and client service.
WHAT YOU WILL BE RESPONSIBLE FOR (Essential Functions)Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.
Implementation Leadership & Client Management- Serve as the bswift technical and subject matter expert during implementation status meetings and other client-facing meetings throughout the implementation process.
- Manage client expectations by proactively anticipating challenges, communicating project status, and establishing realistic delivery timelines.
- Consult clients on industry best practices and recommend system and process improvements to support business objectives.
- Build and maintain strong client relationships while ensuring a positive implementation experience.
- Research and recommend system enhancements based on client needs and collaborate with Product Managers and Developers on enhancement specifications.
Implementation Delivery & Project Execution- Own and manage multiple areas of client implementations, including but not limited to:
- System configuration, testing, and auditing
- COBRA and Direct Bill setup management
- Employee communications
- Vendor integrations
- Data conversion and migration activities
- Payroll configuration and implementation activities
- Monitor project progress to ensure milestones, deliverables, and deadlines are achieved.
- Collaborate cross-functionally with internal teams to ensure services are delivered accurately, efficiently, and on schedule.
- Identify project risks proactively and communicate concerns and mitigation strategies to the Implementation Delivery Manager.
- Research, troubleshoot, and resolve client inquiries related to system functionality, configuration, and process gaps.
Consulting & Continuous Improvement- Stay current on benefits administration industry trends, emerging technologies, and implementation best practices.
- Recommend improvements to client delivery processes, implementation methodologies, and service models.
- Support process improvement initiatives that drive operational efficiency and enhanced client outcomes.
- Contribute to the continuous improvement of implementation tools, documentation, and standards.
Team Leadership & Development- Coach and mentor Implementation Analysts to support successful project delivery and professional development.
- Provide guidance on implementation best practices, issue resolution, and client communication.
- Foster collaboration, accountability, and knowledge sharing across the implementation team.
- Assist in developing team capabilities and promoting high-quality service delivery standards.
WHAT YOU NEED TO SUCCEED (Required Education and Experience)- Bachelor's degree in Business Administration, Human Resources, Information Systems, or a related field.
- 5+ years of client relationship management, consulting, and implementation experience.
- Current or previous experience with benefits administration platforms, implementation processes, and methodologies.
- Proven experience managing complex client implementations and multiple concurrent projects.
- Demonstrated success developing and maintaining strong relationships with clients and brokers.
Skills & Abilities- Excellent verbal and written communication skills with the ability to effectively engage technical and non-technical audiences.
- Strong customer service orientation with a commitment to delivering exceptional client experiences.
- Strong organizational skills with exceptional attention to detail and accuracy.
- Ability to work independently and collaboratively in a team environment.
- Ability to navigate ambiguity and make sound decisions in a fast-paced environment.
- Strong analytical and problem-solving skills with the ability to guide others in resolving complex issues.
- Ability to take initiative, demonstrate resourcefulness, and implement innovative solutions while maintaining quality standards.
- Advanced Microsoft Excel skills, including VLOOKUPs, Pivot Tables, data analysis, and reporting.
- Proficiency in Microsoft Office applications, including Word, PowerPoint, Outlook, and Teams.
- Strong leadership, coaching, and mentoring capabilities.
NICE TO HAVE (Preferred Education and Experience)- Experience with benefits administration platforms and HR technology solutions.
- Prior experience leading implementation teams or mentoring junior team members.
- Knowledge of COBRA, Direct Bill administration, payroll integrations, and vendor connectivity processes.
- Experience working in a client-facing consulting or professional services environment.
- Project management experience and familiarity with implementation methodologies.
OTHER DUTIES- Willingness and ability to travel as business needs require.
- Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
