Client Service Manager

The role

The Client Service Manager oversees daily mailroom, shipping, receiving, courier, and reprographics operations at a financial institution. This role involves leading an on-site team, managing client relationships, and driving operational improvements through technology and automation.

What you will do

• Serve as the primary point of contact for the client and stakeholders.
• Oversee daily mailroom, shipping, receiving, courier, and reprographics operations.
• Address client requests and resolve escalations.
• Conduct regular site walkthroughs, quality checks, and operational reviews.
• Coordinate special projects and executive requests.
• Manage inbound and outbound mail, package tracking, and distribution.
• Oversee high-volume printing, copying, scanning, and document production.
• Lead, coach, and develop an on-site team of approximately 5–10 employees.
• Monitor site budgets, payroll, expenses, and billing.
• Ensure adherence to company policies and regulatory requirements.

Required qualifications

• High school diploma or equivalent.
• Minimum of 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.
• Ability to frequently lift and move items weighing 40 lbs. or more.
• Ability to push or pull wheeled carts carrying loads of up to 60 lbs.

Nice to have

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

Benefits

• Career Growth
• Learning & Development
• Recognition programs
• Paid Time Off
• Bonuses for employee and client referrals
• Medical, Dental, Vision
• HCFSA, DCFSA, HSA
• Commuter Transit and Parking Pre-Tax Plans
• Supplemental Life Insurance, Accident Insurance, Critical Illness, Hospital Indemnity
• Legal Program, Identity Theft Protection
• Pet Discounts, Pet Insurance
• Group Home and Auto Insurance, EAP, Short Term Disability, Life Insurance, Education Discounts, 401k w/ matching, and Entertainment Discounts

Before you apply

• Applicants may not use AI tools or any other form of real-time assistance during interviews.

About the company

SPS is a global workplace solutions and business transformation company operating in more than 20 countries. They help clients enhance workplace experiences and business operations through various support services.