Document Processing Team Manager

SPS-North America•Pittsburgh, PA

6d•Onsite

About The Position

The Client Service Manager (CSM) 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 Lockbox Manager 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.

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.

Nice To Haves

Experience in a service-driven or facilities management environment is preferred.

Responsibilities

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
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
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
Ensures that 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.