Client Services Manager

SPS-North America Opportunities - Not Externally Posted Board•White Plains, NY

7d•$80,000 - $90,000•Onsite

About The Position

The Office Services Manager is responsible for managing a client location, law firm, with on-site staff. The manager will be a highly visible leader and is ultimately responsible for ensuring meets and/or exceeds client expectations. The manager is responsible for a team providing services in Reception/Concierge, Mail/Shipping/Courier Services, Records, and Administrative support. From a business perspective, the manager is responsible for the effective delivery of those services, providing solutions to customer concerns and partnering with Human Resources to hire staff and effectively manage their teams is critically important.

Requirements

High School Diploma (or equivalent) required.
Minimum of 7-10+ years of experience in office services/operations leadership supporting a law firm or closely adjacent industry.
Prior experience managing 10+ employees

Nice To Haves

Bachelor’s Degree preferred.

Responsibilities

Ensures service delivery excellence.
Meets all client deadlines.
Ensures the effective management of all resources within the operation including people, hardware/software and facilities.
Ensures proper coverage per the service level agreement. This includes ensuring floater coverage and the effective partnership with Human Resources to hire any outside staff as needs arise.
Maintains metrics for monthly reporting of KPIs/SLAs.
Oversees all equipment, supply and messenger vendors to support client needs.
Participates in monthly and quarterly client business reviews.
Establishes and maintains accountability to National Operations Manager.
Coaches, develops and cross trains operations team to grow their careers.
Sets and communicates to each staff member individual responsibilities, operational issues/concerns, daily goals, service improvements and customer expectations.
Demonstrates strict adherence to all policies & procedures.
Proactively institutes the Governance Model to ensure client satisfaction.
Standardizes policies and procedures, including statistical monthly reporting and benchmarks.
Drives operational improvements and solution design.
Serve as a knowledgeable resource regarding OSHA, EEOC and process for handling complaints.
Maintains consistent communication with client.