Client Manager

Job Title: Client Manager

Reports To: The Client Manager will report to the Client Director, Managing Vice President, or equivalent leadership.

Job Overview:

The Client Manager (CM) is responsible for managing customer service staff based in multiple locations within a specified geographical territory. The CM will be a highly visible leader within their employee organizations and is ultimately responsible for ensuring SPS meets and/or exceed Service Level Agreements at client locations.

The CM is usually dedicated to a specific client and may have multiple levels of leadership as direct reports. Indirect reports will consist of, but not limited to employees working in Reception/Concierge, Mail/Shipping/Warehousing/Courier Services, Hospitality to Administrative and/or service level roles. From a business perspective, the CM will assist the Operations Director in managing P&L, Client relationships at multiple sites, providing solutions to customer concerns and partnering with Human Resources to hire staff and effectively manage their teams.

Key Responsibilities:

• Ensures service delivery excellence for assigned locations.
• Manage the receipts, delegations and successful completions of all client requests.
• Meets all client and SPS deadlines.
• Ensures all site leadership effectively manage all resources within the operation including people, hardware/software and facilities.
• Ensures all site leadership have 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.
• Ensures managers/supervisors maintain a safe working environment for the SPS staff on site.
• Tracks all client requests using the approved tracking mechanism.
• Maintains metrics for monthly reporting of KPIs/SLAs.
• Oversees all equipment, supply and messenger vendors to comply with SPS contract.
• Regularly visits assigned locations to ensure teams are compliant with all defined SLAs, company and client operating procedures to include, but not limited to safety, health and human resource guidelines.
• Documents any incidents and inform client and SPS immediately.
• Oversees financial performance.
• Assists National Manager to maintain site P&Ls are at proforma levels or above.
• Consistently executes all deadlines met for payroll, billing & A/R collection for all locations.
• Oversees monthly budget forecasts for various accounts.
• Helps to facilitate growth within existing account sites year-over year.
• Insures smooth and sustained client & employee engagement.
• Maintains Client Satisfaction Index (CSI) at or above previous score.
• Participates in monthly and quarterly client business reviews.
• Maintains Employee Satisfaction Index (ESI) at or above previous score.
• Participates in SPS sponsored events.
• 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.
• Develops, appraises, and counsels staff to reduce turnover, improve employee satisfaction and increase promotability of staff members.
• Maintains consistent documentation monitoring the status of each employee.
• Provides annual employee performance evaluations and reviews as directed by SPS.
• Insures operational excellence.
• Demonstrates strict adherence to all SPS policies & procedures.
• Serves as a knowledge resource regarding SPS policies and procedures.
• Exceeds all contractual and client KPIs/SLAs.
• Immediately reports any personnel, security or data breach incidents to SPS leadership team.
• Proactively institutes the SPS Governance Model to ensure client satisfaction.
• Manages a defined collection of multiple SPS sites within a national client operation.
• Standardizes policies and procedures, including statistical monthly reporting and benchmarks.
• Drives operational improvements and solution design.
• Troubleshoots and resolves all client, site management and site staff issues.
• Coordinates, implements and oversees any special projects.
• Coordinates and leads vendor partner negotiations.
• Managed 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.
• Manages direct reports including managerial staff.
• Assists in the development of training materials and execution of formal training sessions.
• Supports business development internally and as directed.
• Maintains consistent communication with client and SPS at all levels.

Competencies:

• Results-oriented.
• Driven by client satisfaction.
• Strong integrity, solid business ethics.
• Excellent presentation and interpersonal skills.
• Excellent English written and oral communication skills.
• Expert in customer service skills, professional attitude and appearance.
• Good organizational skills.
• Ability to maintain confidentiality.
• Attention to detail.
• Ability to function with a high level of patience, tact and diplomacy to defuse anger and collect accurate information.
• Able to convey information and ideas through speech in ways that others will understand.
• Able to listen to and understand information and ideas presented through spoken words and sentences.
• Able to speak clearly so listeners understand, identify and understand the speech of another person.
• Be personable, articulate, knowledgeable and professional in presenting oneself in a professional setting.
• Flexibility in dealing with simultaneous projects.

Qualifications and Education Requirements:

• High School Diploma (or equivalent) required. Bachelor's Degree or higher preferred.
• Minimum of 7-10+ years of experience in high-level relationship building and operational management.
• Previous multi-site management experience is highly preferred since the COM may oversee employee organizations of 30-50+ employee based in multiple locations.
• Program/Project Management experience is a plus.
• Proven ability to successfully coach/train/mentor front line managers and staff.
• 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.

Physical Demands:

• Fine and/or gross motor skills, including the ability to grasp, lift and/or carry or otherwise move packages on a standard wheeled cart with a load capacity of 60 lbs.
• Ability to walk, bend, kneel, stand, and/or sit for an extended period of time.
• Manual dexterity required for operating office machinery (phone, copy machines, binding equipment, etc.).
• Physically able to talk on the phone and input data simultaneously.
• Ability to lift or move 40 lbs. or greater frequently.
• Specific vision abilities required by this job include close vision, distance vision, ability to adjust focus and ability to match or may include detection of differences between colors, including shades of color and brightness.

Travel:

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

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

What We Offer:

• Career Growth: An opportunity to enter a job that allows you to learn new skills or use a variety of them that may lead you to uncover other career opportunities.
• Learning & Development: At SPS, we promote a work culture of learning so that you can develop to be the best at what you do.
• We Recognize Talent: We offer a variety of recognition programs for all levels of employees.
• Benefit Offerings: Medical, Dental, Vision, HCFSA, DCFSA, HSA, Commuter Transit and Parking, Supplemental Life Insurance, Accident Insurance, Critical Illness, Hospital Indemnity, Legal Program, Identify Theft Protection, Pet Discounts, Pet Insurance, Group Home and Auto Insurance, EAP, Short Term Disability, Life Insurance, Education Discounts, 401k w/ matching, Entertainment Discounts, & Paid Time Off.

Note: Please inquire with the Human Resources team for benefit offerings per role as regular positions that routinely are under 30 hours/week may have a different benefit offering.

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.

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