Client Service Manager
What You'll Do
- Lead and manage daily lockbox processing activities
- Responsible for achieving contractual business results
- Provide leadership over daily production results
- Tracking programs to monitor departmental goals and provide trend analysis to management
- Ensure adherence to company quality standards and continuous improvement initiatives
- Hold weekly team meetings/Huddles
- Enable Change - Takes action to drive change and innovation that will transform our business
- Takes personal ownership to deliver results. Empowers and trusts others in decision making
- Succession planning is critical to success
- Lead by example
Team Leadership
- Responsible for evaluating and improving employee performance to foster a high-performing team
- Manage individual and departmental goals
- Provides coaching and development to supervisors and their team members
- Hold the group accountable to operations goals
Continuous Improvement
- Ensures that required system performance, turnaround time, and service levels are achieved
- Act as an escalation point for the Client Service team
Client Service
- Ensures that required system performance, turnaround time, and service levels are achieved
- Act as an escalation point for the Client Service team
Incident Reporting
- Handle incident reporting, including root cause analysis, to ensure timely and effective resolution of issues
Testing and Analysis
- Conduct regression testing to ensure system stability post-change.
What We're Looking For
- A High School Diploma or equivalent required
- 5+ years of experience in operations management and client relationship management
- Previous experience leading teams of 5–10 employees or more
- Strong computer skills and business acumen
- Experience in a service-driven or facilities management environment is preferred
Success in This Role
A successful Client Service Manager consistently delivers outstanding client experiences, achieves operational and financial goals, develops high-performing teams, and ensures all contractual service expectations are met or exceeded.
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.