Client Service Manager - SPS-North America

Come explore the Power of Possibility with a career at SPS! We have a fantastic opportunity for an experienced Client Services Manager to come join our team in New York!

The Client Services Manager (CSM) position is to sit on-site with our client and oversee multiple sites or projects. The position is responsible for daily service delivery, employee management, overall customer satisfaction, and strict adherence to all SPS policies. The CSM will act as the primary daily client. While overseeing the staff onsite for all supervisory functions required.

Overall, this position continuously offers the highest level of service to all client and SPS employees while maintaining a professional image of the company by providing prompt, courteous and efficient service.

What will you be doing:

• Proactively institutes the SPS Governance Model to ensure client satisfaction.
• Standardizes policies and procedures, including statistical monthly reporting and benchmarks.
• Drives operational improvements and solution design.
• Troubleshoots and resolve all client, site management and site staff issues.
• Coordinates, implements, and oversees any special projects.
• Coordinates and leads vendor partner negotiations.
• Manages site financials in terms of hours, gross margin spread, profitability and growth.
• Serves as a knowledgeable resource regarding OSHA, EEOC and process for handling complaints.
• Manages direct reports, including managerial staff.
• Assists in the development of training materials and execution of formal training sessions
• Support business development internally and as directed.
• Maintains consistent communication with client and SPS at all levels.
• Managers the receipt, delegation, and successful completion of all client requests. Handle escalations as needed if Supervisor is unable to.
• Meets all client and SPS deadlines.
• Manages all resources within the operation, including people, hardware/software, and facilities.

What are we looking for:

• High School Diploma (or equivalent) required.
• Minimum of 5+ years of experience in high level relationship building and operational management.
• Previous management/ supervisor experiences overseeing 5-10 employees.
• Ability to build business relationships and interact effectively with C level executives.
• Solid understanding of selling skills.
• Exceptional computer skills.
• Industry related experience a plus.
• Driven by client satisfaction, with proven track record of diplomacy and ownership.
• Strong integrity, solid business ethics.
• Strong team approach to account management.
• Creative strategic thinking and performance.
• Required to maintain an overall professional appearance and attitude.
• Adhere to all policies and procedures required.

Travel: Some local travel is required for this position. Approximately up to 25%.

About SPS:

SPS is an award-winning employer of choice offering outsourcing solutions that leverage Intelligent Automation (Artificial Intelligence & Robotic Process Automation) in more than 22 countries across the globe.

In North America, our services include Mailroom Management (both physical and digital), Office Services such as Reception, Lobby Concierge and Conference Room Management in addition to Document Processing Services utilizing leading edge technologies. Our clients today are companies in sectors such as banking, insurance, legal, higher education, advertising and other professional services, including many Fortune 500 companies.

SPS is committed to delivering high caliber outsourcing experience to our clients and offering our employees challenging and exciting career opportunities throughout the North America region and globally. SPS is committed to investing in the professional development of our employees and offers competitive comprehensive benefits and diverse development training programs that lead to building careers.

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 law.