Client Services Manager
4 weeks ago
We are seeking a highly skilled Client Services Manager to join our team at SPS North America Inc. As a Client Services Manager, you will be responsible for overseeing multiple sites or projects, ensuring daily service delivery, employee management, and overall customer satisfaction.
Key Responsibilities- Proactively implement the SPS Governance Model to ensure client satisfaction.
- Standardize policies and procedures, including statistical monthly reporting and benchmarks.
- Drive operational improvements and solution design.
- Troubleshoot and resolve all client, site management, and site staff issues.
- Coordinate, implement, and oversee any special projects.
- Coordinate and lead vendor partner negotiations.
- Manage site financials in terms of hours, gross margin spread, profitability, and growth.
- Serve as a knowledgeable resource regarding OSHA, EEOC, and process for handling complaints.
- Manage direct reports, including managerial staff.
- Assist in the development of training materials and execution of formal training sessions.
- Support business development internally and as directed.
- Maintain consistent communication with client and SPS at all levels.
- Manage the receipt, delegation, and successful completion of all client requests. Handle escalations as needed if Supervisor is unable to.
- Meet all client and SPS deadlines.
- Manage all resources within the operation, including people, hardware/software, and facilities.
- 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.
SPS North America Inc 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 North America Inc 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 North America Inc 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 North America Inc, 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 North America Inc 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.
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