Come explore the Power of Possibility with a career at SPS!

We have an opportunity for an experience Lockbox Operations Manager for our location in Pittsburgh. This position typically works 7a-330p usually Monday-Friday. This position reports to the Client Manager, Client Director, Managing Vice President, or equivalent leadership.

The Lockbox Operations Manager position is to sit on-site with our client and oversee the daily lockbox operation processes. The position is responsible for daily service delivery of lockbox production activities, resource allocation, employee performance management, overall customer satisfaction, and strict adherence to all SPS policies. They 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.

Duties and Responsibilities:

• 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.

Competencies:

• Results-oriented.
• Team Player.
• 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.
• Minimum of 5 years of experience in high level relationship building and lockbox operational management.
• Lockbox Industry related experience required.
• Previous management/ supervisor experience overseeing 20-30 employees.
• Ability to build business relationships and interact effectively with C level executives.
• Solid understanding of selling skills.
• Exceptional computer skills.
• 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.

About SPS:

SPS is an award-winning employer of choice offering innovative Enterprise Workplace Solutions and Technology Business Solutions to our clients throughout North America including many Fortune 500 companies. A career with SPS includes a robust onboarding and training program to help you unlock your career path possibilities. In North America, our services include office services such as reception/lobby concierge, mail center, and conference room management in addition to document processing services utilizing leading edge technologies. Our clients today are companies in sectors such as banking, legal, insurance, technology, higher education, advertising, and other professional services, including many Fortune 500 companies.

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.

We encourage candidates to review all our job listings and learn more about SPS at our company website www.spsglobal.com.

Job Type: Full-time

Pay: $80,000.00 per year

Ability to Commute:

• Pittsburgh, PA (Required)

Work Location: In person