Client Service Manager

Client Service ManagerWe are seeking an experienced Client Service Manager to lead daily operations supporting mail services, logistics, indexing, imaging, records management, and workplace experience. This leadership role is responsible for driving operational excellence by managing production teams, ensuring contractual service levels are achieved, fostering a culture of accountability, and delivering an exceptional client experience.The ideal candidate is a hands-on operations leader with strong people management skills, a continuous improvement mindset, and the ability to manage high-volume production environments while building high-performing teams. This role serves as the primary escalation point for operational issues and partners closely with clients and internal stakeholders to ensure service excellence.Key ResponsibilitiesLead and manage the daily operations of mail, logistics, indexing, imaging, and records management services.Provide leadership and direction to production staff to ensure daily operational goals, quality standards, and service level agreements (SLAs) are consistently achieved.Manage workflow, staffing, and resource allocation to maximize productivity and operational efficiency.Monitor operational performance, turnaround times, and productivity metrics while identifying opportunities for continuous improvement.Ensure compliance with company policies, client requirements, and operational procedures.Team Leadership & DevelopmentLead, coach, mentor, and develop supervisors and production staff to build a high-performing team.Establish clear performance expectations and hold employees accountable for operational results.Conduct regular performance evaluations, provide coaching, and implement development plans.Lead weekly team meetings and operational huddles to communicate priorities, recognize achievements, and drive engagement.Develop succession plans and cultivate future leaders within the organization.Foster a culture of accountability, collaboration, innovation, and continuous improvement.Client Service & Continuous ImprovementServe as the primary escalation point for client service issues and operational concerns.Build strong relationships with clients by delivering exceptional service and proactively resolving issues.Drive continuous improvement initiatives that enhance quality, efficiency, and customer satisfaction.Lead operational change initiatives that improve business processes and support organizational growth.Take ownership of achieving contractual commitments, operational KPIs, and financial objectives.Process & Quality ManagementMaintain and update operational documentation, standard operating procedures (SOPs), and process workflows.Ensure compliance with quality standards, regulatory requirements, and internal controls.Conduct root cause analysis and incident investigations to identify corrective and preventive actions.Participate in regression testing and validation activities following system enhancements or operational changes.Support new client implementations and operational transitions as required.Required QualificationsMinimum 5 years of operations leadership experience in a supervisory, management, or similar leadership role.Experience managing high-volume production, mail services, logistics, records management, financial operations, or business process outsourcing environments.Proven ability to lead, coach, and develop high-performing teams.Strong understanding of SLA management, quality assurance, productivity metrics, and continuous improvement methodologies and comfort building and participating in Quarterly Business Reviews.Experience managing employee performance, conflict resolution, and team development.Strong analytical, organizational, and problem-solving skills.Excellent verbal and written communication skills.Proficiency with Microsoft Office Suite, including Excel, Outlook, PowerPoint, and Power BI.Ability to work flexible schedules, including weekends and holidays, to support client processing requirements.Ability to lift up to 40 pounds.Preferred QualificationsExperience within financial services, document processing, records management, mail operations, business process outsourcing (BPO), or workplace experience environments.Experience with imaging, document management, workflow, and tracking software.Knowledge of network systems, business applications, and production support environments.Experience supporting system implementations, process improvements, or new business transitions.Lean, Six Sigma, or continuous improvement experience is a plus.Core CompetenciesOperations LeadershipClient Relationship ManagementTeam Leadership & Employee DevelopmentPerformance ManagementContinuous ImprovementChange ManagementSLA & KPI ManagementProduction & Workflow ManagementQuality AssuranceProblem Solving & Root Cause AnalysisProcess DocumentationCommunication & CollaborationAccountability & Results OrientationWhy Join Us?This is an excellent opportunity to join a dynamic organization where you'll play a key leadership role in driving operational excellence, developing high-performing teams, and delivering exceptional client service. You'll have the opportunity to influence process improvements, lead change initiatives, and make a meaningful impact on business performance while supporting a collaborative and customer-focused culture.Other Duties:This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.What We OfferCareer 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, Identity Theft Protection, Pet Discounts, Pet Insurance, Group Home and Auto Insurance, EAP, Short Term Disability, Life Insurance, Education Discounts, 401k w/ matching, and Entertainment Discounts. Note: Please inquire with the Human Resources team for benefit offerings per role as regular positions that routinely are under 30 hours/week may have a different benefit offering.About SPSSPS is a global workplace solutions and business transformation company operating in more than 20 countries. Across North America, we help clients enhance workplace experiences and business operations through services including workplace support, physical and digital mailroom solutions, intelligent document processing, reception and concierge services, and other business support offerings.Our clients include leading organizations across banking, insurance, legal, higher education, professional services, and many Fortune 500 companies.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.Colorado only: We accept applications for an expected minimum of 5 days from the date it is posted. The posting may remain open longer as needed to ensure a robust and inclusive applicant pool.To ensure a fair and authentic interview process, applicants may not use AI tools or any other form of real-time assistance during interviews. SPS team members may use transcription or note-taking technology solely to support accurate interview documentation. No AI or automated decision-making tools are used to screen, assess, or select candidates for this role. SPS uses the Greenhouse Applicant Tracking System to facilitate application management and recruiting workflows. Human recruiters and hiring managers review applications and exercise independent judgment throughout the hiring process.