Senior Service Delivery Manager - Client Liaison

📋 Description

• Serve as primary escalation point for complex employee benefit inquiries within a benefits administration and client services environment.
• Work directly within client-specific benefits systems and tools, including enrollment platforms, case management systems, ticketing tools, Slack, and email.
• Support Annual Enrollment and other key benefits events, including hands-on issue resolution and executive-level support when required.
• Act as extension of the client’s benefits team, maintaining a strong day-to-day presence across internal delivery teams and client stakeholders.
• Present quarterly SLA and service performance metrics to client leadership.
• Proactively anticipate client needs, follow through on escalated items, and ensure timely resolution of benefit-related issues.

🎯 Requirements

• Proven experience in benefits administration with direct responsibility for supporting employee benefit inquiries.
• Client services experience within a benefits administration environment (not general client support).
• Hands-on experience working within client-specific benefits systems and tools, including enrollment platforms, case management systems, and related workflows.
• Strong understanding of employee benefits programs, enrollment processes, and issue resolution best practices.
• Excellent verbal and written communication skills, with the ability to communicate clearly with both employees and client stakeholders.
• Ability to work independently, manage multiple priorities, and navigate ambiguity in a fast-paced client environment.

🎁 Benefits

• Comprehensive Health Benefits
• Competitive Compensation
• Remote first, Office friendly environment
• Retirement Savings Plans
• Professional Development
• Employee Wellbeing Initiatives