Client Manager

Core Responsibilities

• Service Delivery & Operations Leadership
• Ensure excellence in service delivery across all assigned sites.
• Own the intake, delegation, execution, and completion of all client requests.
• Guarantee all client and organizational deadlines are achieved without exception.
• Manage staffing, resources, and technology effectively across all sites.
• Ensure SLA coverage, floaters, and staffing partnership with HR.
• Maintain a safe, compliant, high-performing work environment.
• Document and escalate incidents promptly.
• Conduct regular site visits to enforce operational compliance.
• Financial & Performance Management
• Support leadership in maintaining P&Ls at or above proforma targets.
• Oversee payroll, billing, and A/R execution with precision.
• Lead monthly budget forecasting and financial review.
• Identify opportunities for year-over-year growth.
• Optimize profitability, hours, and gross margin.
• Client Relationship & Engagement
• Maintain high levels of client satisfaction (CSI).
• Lead monthly and quarterly client business reviews.
• Serve as a trusted advisor to client leadership.
• Drive employee engagement to sustain or improve ESI scores.
• Champion the SPS Governance Model for proactive client satisfaction.
• Talent Leadership & Workforce Development
• Lead and develop multi-level teams across locations.
• Set expectations, clarify workflow, and resolve operational issues.
• Conduct performance evaluations and maintain employee documentation.
• Reduce turnover through coaching and recognition strategies.
• Cross-train teams to build capability and bench strength.
• Operational Excellence & Compliance
• Enforce policies, KPIs, and SLAs with discipline.
• Manage vendor partnerships to ensure contract compliance.
• Standardize reporting, metrics, and procedures.
• Resolve site and client issues swiftly and professionally.
• Lead special projects and operational improvements.
• Serve as resource for OSHA, EEOC, and compliance matters.
• Workplace Experience Leadership
• Design and deliver innovative workplace experience strategies.
• Curate impactful experiences that promote well-being and engagement.
• Collaborate with catering/food services and service-line partners on events.
• Measure event ROI and produce monthly workplace experience reports.
• Oversee Workplace Experience Coordinators including hiring, training, and performance.
• Communication & Business Partnership
• Maintain consistent communication with SPS and client leadership.
• Support business development initiatives as needed.
• Cook up and coordinate travel for team members according to policy.

Qualifications

• A High School Diploma required; a Bachelor's Degree preferred.
• 7–10+ years in relationship management and operational leadership.
• Multi-site management experience strongly preferred.
• Program/Project Management experience a plus.
• Proven ability to coach and develop frontline managers.
• Comfort interacting with C-suite leaders.
• High proficiency in business technology.
• Industry-related experience preferred.

Physical Requirements

• Lift/move 40+ lbs regularly.
• Push carts up to 60 lbs capacity.
• Walk, bend, kneel, stand, or sit for extended periods.
• Operate office machinery.
• Speak while inputting data.
• Visual focus and color differentiation required.

Travel Requirements

• Up to 25% travel required.

What We Offer

• Career Growth: An opportunity to enter a job that allows you to learn new skills or use a variety of them that may lead you to uncover other career opportunities!
• Learning & Development: At SPS, we promote a work culture of learning so that you can develop to be the best at what you do!
• We Recognize Talent: We offer a variety of recognition programs for all levels of employees!
• Benefit Offerings: Medical, Dental, Vision, HCFSA, DCFSA, HSA, Commuter Transit and Parking, Supplemental Life Insurance, Accident Insurance, Critical Illness, Hospital Indemnity, Legal Program, Identify Theft Protection, Pet Discounts, Pet Insurance, Group Home and Auto Insurance, EAP, Short Term Disability, Life Insurance, Education Discounts, 401k w/ matching, Entertainment Discounts, & Paid Time Off.

About SPS

• SPS is an award-winning employer of choice offering outsourcing solutions that leverage Intelligent Automation (Artificial Intelligence & Robotic Process Automation) in more than 22 countries across the globe.
• In North America, our services include Mailroom Management (both physical and digital), Office Services such as Reception, Lobby Concierge and Conference Room Management in addition to Document Processing Services utilizing leading edge technologies.
• Our clients today are companies in sectors such as banking, insurance, legal, higher education, advertising and other professional services, including many Fortune 500 companies.
• SPS is committed to delivering high caliber outsourcing experience to our clients and offering our employees challenging and exciting career opportunities throughout the North America region and globally.
• SPS is committed to investing in the professional development of our employees and offers competitive comprehensive benefits and diverse development training programs that lead to building careers.
• At SPS we embrace the uniqueness of our employees and are committed to the fair and equal treatment of all people, applicants, and employees by promoting a culture of access, inclusion, equity and diversity.
• SPS provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual and reproductive health choices, national origin, age, disability, genetics, military status, gender identity or expression, sexual orientation and/or any other status protected by applicable law.