Client Service Manager

Client Service Manager

Mailroom & Reprographics Operations | Financial Institution

About the Role

We are seeking an experienced and service-driven Client Service Manager (CSM) to oversee daily mailroom, shipping and receiving, courier, and reprographics operations at a financial institution.

In this role, you will lead an on-site team, manage client relationships, and ensure efficient, secure, and high-quality service delivery. You will also drive operational improvements, develop team members, and identify opportunities to leverage technology, automation, and approved AI solutions to enhance productivity and the client experience.

The ideal candidate brings strong leadership skills, hands-on experience in mailroom and document production operations, and the ability to deliver exceptional service in a fast-paced, highly regulated environment.

Key Responsibilities

Client Relationship & Operations Management

• Serve as the primary point of contact for the client, maintaining strong relationships with stakeholders, vendors, and leadership.
• Oversee daily mailroom, shipping and receiving, courier, and reprographics operations to ensure timely, accurate, and professional service delivery.
• Address client requests, resolve escalations, and implement sustainable solutions to operational challenges.
• Conduct regular site walkthroughs, quality checks, and operational reviews to maintain service standards.
• Coordinate special projects, executive requests, and other client initiatives.
• Identify opportunities to improve efficiency, service quality, turnaround times, and the overall client experience.

Mailroom, Logistics & Document Production

• Manage inbound and outbound mail, package tracking, sorting, distribution, shipping, and courier services.
• Ensure secure handling of confidential, registered, and time-sensitive mail and documents.
• Oversee high-volume printing, copying, scanning, binding, finishing, and document production services.
• Manage production schedules, quality control, equipment maintenance, supplies, and vendor coordination.
• Maintain accurate operational records, including service requests, production volumes, shipping logs, and inventory.
• Ensure compliance with established security procedures, document-handling requirements, and chain-of-custody protocols.
• Support business continuity and alternate service procedures when operational disruptions occur.

Team Leadership & Development

• Lead, coach, and develop an on-site team of approximately 510 employees.
• Manage staffing, scheduling, workload distribution, attendance, and operational coverage.
• Provide onboarding, training, performance evaluations, and ongoing coaching.
• Establish clear performance expectations and promote accountability, teamwork, and professional development.
• Foster a positive, safe, and client-focused work environment.

Technology, AI & Process Improvement

• Identify opportunities to improve operational workflows through technology, automation, and AI-enabled solutions.
• Support approved digital initiatives involving document processing, workflow automation, reporting, and service analytics.
• Collaborate with client technology, compliance, and information security teams when implementing process improvements.
• Ensure AI and automation tools are used responsibly and in accordance with client-approved security and data privacy policies.
• Train employees on approved digital tools and promote continuous improvement across daily operations.

Financial & Performance Management

• Monitor site budgets, payroll, expenses, billing, and cost-control opportunities.
• Track key performance indicators (KPIs), service-level agreements (SLAs), production volumes, and service quality.
• Prepare operational reports and participate in monthly and quarterly business reviews.
• Ensure contractual obligations, service expectations, and client performance goals are consistently achieved.
• Manage vendor relationships and monitor service quality, equipment performance, and operational costs.

Compliance & Risk Management

• Ensure adherence to company policies, client procedures, and applicable security and regulatory requirements.
• Maintain strict confidentiality when handling sensitive financial, personal, and business information.
• Monitor operational risks and promptly report incidents, security concerns, and service disruptions.
• Maintain accurate documentation related to employee training, quality assurance, safety, and compliance.
• Promote a safe, secure, and compliant workplace.

Qualifications

Required

• High school diploma or equivalent.
• Minimum of 5 years of experience in client services, business operations, facilities services, or a related field, including hands-on mailroom and reprographics experience.
• Previous supervisory or management experience, including employee coaching, scheduling, performance management, and service delivery.
• Experience managing a team of approximately 510 employees or a comparable on-site operation.
• Strong knowledge of mailroom operations, shipping and receiving, courier coordination, package tracking, and document distribution.
• Familiarity with high-volume printing, copying, scanning, document finishing, and reprographics equipment.
• Experience using AI-enabled tools, workflow automation, or digital technologies to improve business processes.
• Strong communication, customer service, organizational, and problem-solving skills.
• Ability to manage competing priorities, resolve escalations, and work effectively with client stakeholders.
• Proficiency in Microsoft 365 and standard business reporting tools.

Preferred

• Associate or bachelor's degree in Business Administration, Operations Management, Technology, or a related field.
• Experience working in financial services, banking, insurance, investment, legal, or other highly regulated environments.
• Familiarity with service-level agreements, operational reporting, budgeting, and performance metrics.
• Experience with mail tracking systems, print management software, workflow platforms, or intelligent document processing tools.
• Understanding of information security, data privacy, and responsible AI practices.

Physical Requirements

• Ability to frequently lift and move items weighing 40 lbs. or more.
• Ability to push or pull wheeled carts carrying loads of up to 60 lbs.
• Ability to stand, walk, bend, kneel, and sit for extended periods.
• Ability to operate standard office, mailroom, shipping, and reprographics equipment.

Travel Requirements

Local travel of up to 25% may be required based on client and business needs.

Additional Information

This job description provides an overview of the position's primary responsibilities and qualifications. Duties may evolve based on business needs, client requirements, and operational priorities.

Compensation: The expected compensation is an estimate, and the final offer will depend on skills, experience, location, and other job-related factors.

Vacancy Status: This posting is for an existing vacancy.

Pay Range $80,000 $90,000 USD

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.
• Paid Time Off: Full time: Minimum of 80 hours/calendar year. Part time/temporary: Minimum of 1 hour for every 30 hours worked. PTO amounts may increase based on tenure and/or the assigned account. PTO allows employees to take approved time off for any reason.
• Bonuses: Are 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