Client Service Manager

SPS North America•New York, NY

13d•$80,000 - $90,000•Onsite

About The Position

The Client Service Manager oversees daily mailroom, shipping and receiving, courier, and reprographics operations at a financial institution. The role leads an on-site team, manages client relationships, and ensures efficient, secure, and high-quality service delivery in a fast-paced, highly regulated environment. The manager also drives operational improvements, develops team members, and identifies opportunities to use technology, automation, and approved AI solutions to improve productivity and the client experience. The position is responsible for client service and operational performance, mail and document logistics, high-volume document production, employee leadership, technology and process improvement, financial and performance management, and compliance and risk management. Local travel of up to 25% may be required based on client and business needs. The job description notes that duties may evolve based on business needs, client requirements, and operational priorities.

Requirements

High school diploma or equivalent.
At least 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 5–10 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.

Nice To Haves

Associate or bachelor's degree in Business Administration, Operations Management, Technology, or a related field.
Experience in financial services, banking, insurance, investment, legal, or another highly regulated environment.
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.

Responsibilities

Serve as the primary client contact and maintain relationships with client stakeholders, vendors, and leadership.
Oversee daily mailroom, shipping and receiving, courier, and reprographics operations.
Address client requests, resolve escalations, and implement sustainable operational solutions.
Conduct site walkthroughs, quality checks, and operational reviews.
Coordinate special projects, executive requests, and client initiatives.
Identify ways to improve efficiency, service quality, turnaround times, and the client experience.
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.
Manage production schedules, quality control, equipment maintenance, supplies, and vendor coordination.
Maintain records for service requests, production volumes, shipping logs, and inventory.
Ensure compliance with security procedures, document-handling requirements, and chain-of-custody protocols.
Support business continuity and alternate service procedures during operational disruptions.
Lead, coach, and develop an on-site team of approximately 5–10 employees.
Manage staffing, scheduling, workload distribution, attendance, and operational coverage.
Provide onboarding, training, performance evaluations, and ongoing coaching.
Set performance expectations and promote accountability, teamwork, and professional development.
Foster a positive, safe, and client-focused work environment.
Identify opportunities to improve 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 on process improvements.
Ensure AI and automation tools are used responsibly and according to client-approved security and data privacy policies.
Train employees on approved digital tools and promote continuous improvement.
Monitor site budgets, payroll, expenses, billing, and cost-control opportunities.
Track KPIs, SLAs, production volumes, and service quality; prepare operational reports and participate in business reviews.
Ensure contractual obligations, service expectations, and client performance goals are achieved.
Manage vendor relationships and monitor service quality, equipment performance, and operational costs.
Ensure adherence to company policies, client procedures, and applicable security and regulatory requirements.
Maintain confidentiality of sensitive financial, personal, and business information.
Monitor operational risks and promptly report incidents, security concerns, and service disruptions.
Maintain documentation related to employee training, quality assurance, safety, and compliance.
Promote a safe, secure, and compliant workplace.

Benefits

Career growth and opportunities to learn new skills and explore other career paths.
Learning and development support.
Employee recognition programs.
Paid time off: full-time employees receive a minimum of 80 hours per calendar year; amounts may increase based on tenure or assigned account.
Employee and client referral bonuses for current employees.
Medical, dental, and vision coverage.
HCFSA, DCFSA, and HSA.
Commuter transit and parking pre-tax plans.
Supplemental life insurance, life insurance, and short-term disability.
Accident, critical illness, and hospital indemnity insurance.
Legal program and identity theft protection.
Pet discounts and pet insurance.
Group home and auto insurance.
Employee assistance program.
Education discounts.
401(k) with matching.
Entertainment discounts.