Client Service Manager

The posting, as SPS North America wrote it

Client Service Manager

Mailroom & Reprographics Operations | Financial Institution

About the Role

We are seeking an experienced and service-driven Client Service Manager (CSM) to oversee daily mailroom, shipping and receiving, courier, and reprographics operations at a financial institution.

In this role, you will lead an on-site team, manage client relationships, and ensure efficient, secure, and high-quality service delivery. You will also drive operational improvements, develop team members, and identify opportunities to leverage technology, automation, and approved AI solutions to enhance productivity and the client experience.

The ideal candidate brings strong leadership skills, hands-on experience in mailroom and document production operations, and the ability to deliver exceptional service in a fast-paced, highly regulated environment.

Key Responsibilities

Client Relationship & Operations Management

Serve as the primary point of contact for the client, maintaining strong relationships with stakeholders, vendors, and leadership.

Oversee daily mailroom, shipping and receiving, courier, and reprographics operations to ensure timely, accurate, and professional service delivery.

Address client requests, resolve escalations, and implement sustainable solutions to operational challenges.

Conduct regular site walkthroughs, quality checks, and operational reviews to maintain service standards.

Coordinate special projects, executive requests, and other client initiatives.

Identify opportunities to improve efficiency, service quality, turnaround times, and the overall client experience.

Mailroom, Logistics & Document Production

Manage inbound and outbound mail, package tracking, sorting, distribution, shipping, and courier services.

Ensure secure handling of confidential, registered, and time-sensitive mail and documents.

Oversee high-volume printing, copying, scanning, binding, finishing, and document production services.

Manage production schedules, quality control, equipment maintenance, supplies, and vendor coordination.

Maintain accurate operational records, including service requests, production volumes, shipping logs, and inventory.

Ensure compliance with established security procedures, document-handling requirements, and chain-of-custody protocols.

Support business continuity and alternate service procedures when operational disruptions occur.

Team Leadership & Development

Lead, coach, and develop an on-site team of approximately 5–10 employees.

Manage staffing, scheduling, workload distribution, attendance, and operational coverage.

Provide onboarding, training, performance evaluations, and ongoing coaching.

Establish clear performance expectations and promote accountability, teamwork, and professional development.

Foster a positive, safe, and client-focused work environment.

Technology, AI & Process Improvement

Identify opportunities to improve operational workflows th
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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.

To ensure a fair and authentic interview process, applicants may not use AI tools or any other form of real-time assistance during interviews. SPS team members may use transcription or note-taking technology solely to support accurate interview documentation. No AI or automated decision-making tools are used to screen, assess, or select candidates for this role. SPS uses the Greenhouse Applicant Tracking System to facilitate application management and recruiting workflows. Human recruiters and hiring managers review applications and exercise independent judgment throughout the hiring process.

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.

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