Client Operations Manager Jobs in Baltimore, MD (NOW HIRING)

The Client Operations Manager 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

We offer a competitive and comprehensive compensation package. The base salary range represents the anticipated low end and high end of the range for this position. The actual compensation will be influenced by a wide range of factors including, but not limited to previous experience, education, pay market/geography, complexity or scope, specialized skill set, lines of business/practice area, supply/demand, and scheduled hours. On top of a competitive salary, great teams and exciting career opportunities, we also offer a wide range of benefits. 

Below are the minimum core benefits you’ll get, depending on your job level these benefits may improve:

• 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

Other benefits include:

• 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
• And more...

**The benefits summary above applies to fulltime positions. If you are not applying for a fulltime position, details about benefits will be provided during the selection process.

We value inclusion and diversity

Click Here to review our U.S. Eligibility Requirements

Inclusion and diversity (I&D) is a core part of our business, and it’s embedded into the fabric of our organization. For more than 95 years, Gallagher has led with a commitment to sustainability and to support the communities where we live and work.

Gallagher embraces our employees’ diverse identities, experiences and talents, allowing us to better serve our clients and communities. We see inclusion as a conscious commitment and diversity as a vital strength. By embracing diversity in all its forms, we live out The Gallagher Way to its fullest.

Gallagher believes that all persons are entitled to equal employment opportunity and prohibits any form of discrimination by its managers, employees, vendors or customers based on race, color, religion, creed, gender (including pregnancy status), sexual orientation, gender identity (which includes transgender and other gender non-conforming individuals), gender expression, hair expression, marital status, parental status, age, national origin, ancestry, disability, medical condition, genetic information, veteran or military status, citizenship status, or any other characteristic protected (herein referred to as “protected characteristics”) by applicable federal, state, or local laws.

Equal employment opportunity will be extended in all aspects of the employer-employee relationship, including, but not limited to, recruitment, hiring, training, promotion, transfer, demotion, compensation, benefits, layoff, and termination. In addition, Gallagher will make reasonable accommodations to known physical or mental limitations of an otherwise qualified person with a disability, unless the accommodation would impose an undue hardship on the operation of our business.

• 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