What are the responsibilities and job description for the Client Service Manager position at SPS?
We have an excellent opportunity for an experienced Client Service Manager to come grow with our team in Pittsburgh, PA!!
We offer a competitive benefits package including offerings of paid time off, paid holidays, medical, dental, vision, legal and life insurance, transit program, referral bonuses, pet insurance, EAP, tuition discounts and a 401K with company match.
The Client Service Manager (CSM) provides leadership and functions as a working Supervisor by guiding and directing site activities. This 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 policies.
The Manager will play a crucial role in ensuring the smooth and efficient operation of lockbox processing, driving continuous improvement, and maintaining strong client and vendor relationships.
What You Will Do
Role and Responsibilities
In this important operational management role, you will be responsible for managing production, staff, group compliance, and overseeing daily team tasks.
Daily Operations Management
Lead and manage daily lockbox processing activities
Responsible for achieving contractual business results
Provide leadership over daily production results
Tracking programs to monitor departmental goals and provide trend analysis to management
Ensure adherence to company quality standards and continuous improvement initiatives
Hold weekly team meetings/Huddles
Enable Change - Takes action to drive change and innovation that will transform our business
Takes personal ownership to deliver results. Empowers and trusts others in decision making
Succession planning is critical to success
Lead by example
Team Leadership
Responsible for evaluating and improving employee performance to foster a high-performing team
Manage individual and departmental goals
Provides coaching and development to supervisors and their team members
Hold the group accountable to operations goals
Continuous Improvement
Ensures that required system performance, turnaround time, and service levels are achieved
Act as an escalation point for the Client Service team
Client Service
Ensures that required system performance, turnaround time, and service levels are achieved
Act as an escalation point for the Client Service team
Standard Operating Procedures
Maintain/update comprehensive process documentation to support operational transparency and consistency
Testing And Analysis
Conduct regression testing to ensure system stability post-changes, when called upon
The Lockbox Manager will play a crucial role in ensuring the smooth and efficient operation of lockbox processing, driving continuous improvement, and maintaining strong client and vendor relationships.
What We Need From You
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
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 applicable law.
Colorado only: We accept applications for an expected minimum of 5 days from the date it is posted. The posting may remain open longer as needed to ensure a robust and inclusive applicant pool.
Applicants are prohibited from using real-time AI (Artificial Intelligence) tools, prompts, scripts, or real-time assistance (including but not limited to chatbots, AI-generated responses, or transcription-based tools) during any and all interviews over any forum or platform.
SPS offers reasonable accommodations in the hiring and employment process for individuals with disabilities. If you need assistance in the application or hiring process to accommodate a disability, you may request an accommodation at any time.
To view our privacy policy, click on the link below: Data Privacy Statement
Acknowledgement Section: By submitting an application, by hitting "Submit Application", you certify that the information contained in this application is true and complete. You attest to the fact that the answers provided are correct to the best of your knowledge and ability. You certify that you have not knowingly withheld any information that might affect your chances for hiring. You understand that any false information or omission (including any misstatement) on this application or on any document used to secure this employment can be grounds for rejection of application or, if you are employed by SPS can be grounds for immediate termination from this company.
We offer a competitive benefits package including offerings of paid time off, paid holidays, medical, dental, vision, legal and life insurance, transit program, referral bonuses, pet insurance, EAP, tuition discounts and a 401K with company match.
The Client Service Manager (CSM) provides leadership and functions as a working Supervisor by guiding and directing site activities. This 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 policies.
The Manager will play a crucial role in ensuring the smooth and efficient operation of lockbox processing, driving continuous improvement, and maintaining strong client and vendor relationships.
What You Will Do
Role and Responsibilities
In this important operational management role, you will be responsible for managing production, staff, group compliance, and overseeing daily team tasks.
Daily Operations Management
Lead and manage daily lockbox processing activities
Responsible for achieving contractual business results
Provide leadership over daily production results
Tracking programs to monitor departmental goals and provide trend analysis to management
Ensure adherence to company quality standards and continuous improvement initiatives
Hold weekly team meetings/Huddles
Enable Change - Takes action to drive change and innovation that will transform our business
Takes personal ownership to deliver results. Empowers and trusts others in decision making
Succession planning is critical to success
Lead by example
Team Leadership
Responsible for evaluating and improving employee performance to foster a high-performing team
Manage individual and departmental goals
Provides coaching and development to supervisors and their team members
Hold the group accountable to operations goals
Continuous Improvement
Ensures that required system performance, turnaround time, and service levels are achieved
Act as an escalation point for the Client Service team
Client Service
Ensures that required system performance, turnaround time, and service levels are achieved
Act as an escalation point for the Client Service team
Standard Operating Procedures
Maintain/update comprehensive process documentation to support operational transparency and consistency
Testing And Analysis
Conduct regression testing to ensure system stability post-changes, when called upon
The Lockbox Manager will play a crucial role in ensuring the smooth and efficient operation of lockbox processing, driving continuous improvement, and maintaining strong client and vendor relationships.
What We Need From You
- 3 years of related management/supervisory experience.
- A positive and professional attitude with a willingness to go above and beyond for our customers.
- Ability to handle physical duties (carrying and/or moving 40lbs) associated with the job - lifting, bending, etc.
- To be able to work both independently and being able to perform with minimal direction.
- Previous management/ supervisor experiences overseeing 15-30 employees.
- Solid understanding of selling skills.
- Exceptional computer skills.
- Strong integrity, and solid business ethics.
- 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.
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.
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 applicable law.
Colorado only: We accept applications for an expected minimum of 5 days from the date it is posted. The posting may remain open longer as needed to ensure a robust and inclusive applicant pool.
Applicants are prohibited from using real-time AI (Artificial Intelligence) tools, prompts, scripts, or real-time assistance (including but not limited to chatbots, AI-generated responses, or transcription-based tools) during any and all interviews over any forum or platform.
SPS offers reasonable accommodations in the hiring and employment process for individuals with disabilities. If you need assistance in the application or hiring process to accommodate a disability, you may request an accommodation at any time.
To view our privacy policy, click on the link below: Data Privacy Statement
Acknowledgement Section: By submitting an application, by hitting "Submit Application", you certify that the information contained in this application is true and complete. You attest to the fact that the answers provided are correct to the best of your knowledge and ability. You certify that you have not knowingly withheld any information that might affect your chances for hiring. You understand that any false information or omission (including any misstatement) on this application or on any document used to secure this employment can be grounds for rejection of application or, if you are employed by SPS can be grounds for immediate termination from this company.
