Client Service Manager

About the role

The Client Service Manager (Lockbox) is responsible for overseeing on-site operations, leading teams, and serving as the primary point of contact for the client. This role ensures exceptional service delivery, strong client relationships, operational efficiency, and compliance with company policies and contractual requirements. The Client Service Manager (Lockbox) will play a crucial role in ensuring the smooth and efficient operation of lockbox processing, driving continuous improvement, and maintaining strong client and vendor relationships.

Responsibilities

• Lead and manage daily lockbox processing activities
• Responsible for achieving contractual business results
• Provide leadership over daily production results
• Track 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 the business
• Takes personal ownership to deliver results; empowers and trusts others in decision making
• Succession planning is critical to success
• Lead by example
• Evaluate and improve employee performance to foster a high-performing team
• Manage individual and departmental goals
• Provide coaching and development to supervisors and their team members
• Hold the group accountable to operations goals
• Ensure required system performance, turnaround time, and service levels are achieved
• Act as an escalation point for the Client Service team
• Maintain/update comprehensive process documentation to support operational transparency and consistency
• Handle incident reporting, including root cause analysis, to ensure timely and effective resolution of issues
• Conduct regression testing to ensure system stability post-change

Requirements

• 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.

Travel

Some local travel is required for this position. Approximately up to 25%.

Pay

$80,000 – $90,000 USD

Benefits

• Career Growth: an opportunity to learn new skills or use a variety of them that may lead to other career opportunities
• Learning & Development: a work culture of learning to help you develop and be the best at what you do
• Recognition programs for all levels of employees
• Paid Time Off: full time—minimum of 80 hours/calendar year; part time/temporary—minimum of 1 hour for every 30 hours worked; amounts may increase based on tenure and/or the assigned account
• Bonuses: available for employee and client referrals for current employees
• Benefit Offerings: Medical, Dental, Vision, HCFSA, DCFSA, HSA, Commuter Transit and Parking Pre-Tax Plans, 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 with matching, and Entertainment Discounts