Manager of Client Services & Support

About the Role

The Manager of Client Services & Support leads the Client Services Associate (CSA) team and oversees operational functions that support client service delivery, compliance management, candidate submissions, and workforce onboarding. This position serves as a strategic partner to Client Services Managers, Recruiting, Credentialing, Operations, and Leadership teams to ensure consistent execution of client support processes, compliance requirements, and service standards. The role drives operational efficiency, improves team performance, establishes best practices, and ensures clients receive responsive, accurate, and high-quality support throughout the staffing lifecycle. The Manager develops and maintains scalable processes that support business growth, improve fill rates, accelerate assignment starts, ensure compliance adherence, and enhance the overall client experience.

Responsibilities

• Oversee the day-to-day operation of the Client Support team to ensure productivity aligns with Division expectations.
• Review processes with the Vice President of Client & Contract Operations regularly and make adjustments as necessary.
• Utilize TRM reports and dashboards to track and maintain submissions, offers, placements, pending starts, expiring compliance, and other key metrics.
• Train new members of the Client Support team on all functions of the position.
• Provide ongoing training, support, and resources to new and existing employees across various levels of the organization.
• Enter field talent, client submissions, and compliance documents into Vendor Management Systems.
• Update client tabs in Total Relationship Management (TRM) as needed.
• Assist Client Owners with review of compliance requirements and updates to TRM.
• Provide administrative support for Buffalo office staff as requested by the Division Vice President of Client Services.
• Act as backup to Account Managers as needed.
• Delegate responsibilities to other team members as assigned.
• Assist in increasing SHC revenue and Full Time Employment (FTE) using a thorough understanding of client owner processes.
• Collaborate with interdepartmental managers to support Client Owners and Management Teams.
• Address emerging compliance issues with management and develop resolution plans.
• Provide solutions for high-demand facilities as required.
• Help create an environment of high morale, motivation, and teamwork.
• Perform other duties as assigned.

Requirements

• Associate’s Degree and/or 1-2 years of equivalent experience required.
• Knowledge of proper grammar, spelling, and rules of composition.
• Working knowledge of computers and software systems, including Microsoft Office products and the Internet.
• Detail-oriented and highly organized.
• Ability to work independently and collaboratively with team members.
• Ability to organize and complete work in a timely manner.
• Strong multitasking skills.
• Effective communication skills across all levels of the organization.
• Ability to work for prolonged periods sitting, typing, and using the phone and computer.
• Must successfully complete onboarding training/tutorials and attend future webcasts/trainings as required.

Benefits

• Medical Insurance – Choice of PPO and Consumer-Driven Health Plans (CDHP) with HSA eligibility.
• Dental Insurance.
• Vision Insurance.
• 401(k) with company match.
• Health Savings Accounts (HSA).
• Flexible Spending Accounts (FSA) – Healthcare and Dependent Care.
• Permissive Paid Time Off (PTO).
• Employee Assistance Program (EAP).
• Additional company-provided and voluntary benefits.