Manager, Customer Operations (US Benefits)

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! 

The Manager, Customer Operations will oversee Operations of multiple high-volume transaction processing teams and is a key member of the leadership team, responsible for driving excellence in KPIs including timeliness, accuracy and productivity in a fast-paced and growing business. This leader will ensure seamless integration of execution across global business operations, optimize performance, and deliver high-impact solutions that support growth, compliance, and client satisfaction. This leader will have a span of control of 25-40 teammates. This role is in our Bangalore, Karnataka, India location and requires in-office work.

Specific responsibilities include the following:

• Directly and indirectly manage a team of bswift team members, providing guidance, career development opportunities, and coaching to foster a culture of growth and excellence.
• Oversee the daily workflow of team members in the setup and maintenance ensuring accuracy and timeliness.
• Resolve client issues promptly by addressing questions and concerns related to service delivery. Utilize research and problem-solving skills to find effective resolutions.
• Drive continuous process improvements and efficiencies by maintaining a thorough understanding of all internal systems and file specifications. Proactively identify opportunities for optimization and innovation.
• Drive efficiency through the development, refinement, and adherence to standard operating procedures (SOPs) and automation initiatives. Challenge the status quo to achieve greater effectiveness and productivity.
• Prepare and conduct technical and product-related presentations, demonstrations, and trainings for both internal team members and clients, ensuring a deep understanding of bswift solutions and functionalities.
• Recruit, hire, and equip talented individuals who align with our core values of Pursue Excellence, Embrace Accountability, Deliver Superior Service and Be a Great Place to Work, fostering a positive and high-performing team culture.
• Provide open communication to bswift internal customers in a pleasant, professional manner with a can-do attitude, ensuring their needs are met and expectations are exceeded.

WHAT YOU NEED TO SUCCEED (Required Education and Experience):

• 6+ years of progressive experience in operations, BPO, tech + service, implementation or service delivery leadership.
• Proven experience managing large-scale operational transformation initiatives.
• Strong understanding of six sigma principles.
• Demonstrated ability to lead cross-functional teams in a fast-paced, high-growth environment.
• Excellent leadership, communication, and stakeholder management skills.
• Bachelor's degree in Business, Information Systems, or related field; MBA or equivalent preferred.
• Proficiency in PowerPoint and Excel.

NICE TO HAVE (Preferred education and experience):

• Familiarity with workflow software platforms (e.g., Salesforce, ServiceNow).
• Knowledge of regulatory and compliance frameworks (e.g., HIPAA, GDPR).
• Benefits administration outsourcing experience
• Ability to travel to U.S. periodically, if needed

OTHER DUTIES

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

At bswift, our mission is clear: Become the preeminent benefits administrator through exceptional people, innovative technology, and delighted customers. And our values are at the heart of everything we do to accomplish that mission. We Pursue Excellence, Embrace Accountability, Deliver Superior Service, and strive to Be A Great Place To Work. We take pride in having an engaged, collaborative team that goes the extra mile to get the job done right.  

 bswift has been regularly named one of Chicago’s Best and Brightest Companies to Work For®, as well as one of the Nation’s Best and Brightest Companies to Work For® year after year. We offer a fun, flexible, and creative environment where you can grow both professionally and personally. 

If you have what it takes to join our award-winning culture, we’d love to hear from you!