Client Service Manager

We are seeking an experienced Client Service Manager to lead daily operations supporting mail services, logistics, indexing, imaging, records management, and workplace experience. This leadership role is responsible for driving operational excellence by managing production teams, ensuring contractual service levels are achieved, fostering a culture of accountability, and delivering an exceptional client experience.

The ideal candidate is a hands-on operations leader with strong people management skills, a continuous improvement mindset, and the ability to manage high-volume production environments while building high-performing teams. This role serves as the primary escalation point for operational issues and partners closely with clients and internal stakeholders to ensure service excellence.

• Lead and manage the daily operations of mail, logistics, indexing, imaging, and records management services.
• Provide leadership and direction to production staff to ensure daily operational goals, quality standards, and service level agreements (SLAs) are consistently achieved.
• Manage workflow, staffing, and resource allocation to maximize productivity and operational efficiency.
• Monitor operational performance, turnaround times, and productivity metrics while identifying opportunities for continuous improvement.
• Ensure compliance with company policies, client requirements, and operational procedures.

• Lead, coach, mentor, and develop supervisors and production staff to build a high-performing team.
• Establish clear performance expectations and hold employees accountable for operational results.
• Conduct regular performance evaluations, provide coaching, and implement development plans.
• Lead weekly team meetings and operational huddles to communicate priorities, recognize achievements, and drive engagement.
• Develop succession plans and cultivate future leaders within the organization.
• Foster a culture of accountability, collaboration, innovation, and continuous improvement.

• Serve as the primary escalation point for client service issues and operational concerns.
• Build strong relationships with clients by delivering exceptional service and proactively resolving issues.
• Drive continuous improvement initiatives that enhance quality, efficiency, and customer satisfaction.
• Lead operational change initiatives that improve business processes and support organizational growth.
• Take ownership of achieving contractual commitments, operational KPIs, and financial objectives.

• Maintain and update operational documentation, standard operating procedures (SOPs), and process workflows.
• Ensure compliance with quality standards, regulatory requirements, and internal controls.
• Conduct root cause analysis and incident investigations to identify corrective and preventive actions.
• Participate in regression testing and validation activities following system enhancements or operational changes.
• Support new client implementations and operational transitions as required.

• Minimum 5 years of operations leadership experience in a supervisory, management, or similar leadership role.
• Experience managing high-volume production, mail services, logistics, records management, financial operations, or business process outsourcing environments.
• Proven ability to lead, coach, and develop high-performing teams.
• Strong understanding of SLA management, quality assurance, productivity metrics, and continuous improvement methodologies and comfort building and participating in Quarterly Business Reviews.
• Experience managing employee performance, conflict resolution, and team development.
• Strong analytical, organizational, and problem-solving skills.
• Excellent verbal and written communication skills.
• Proficiency with Microsoft Office Suite, including Excel, Outlook, PowerPoint, and Power BI.
• Ability to work flexible schedules, including weekends and holidays, to support client processing requirements.
• Ability to lift up to 40 pounds.

• Experience within financial services, document processing, records management, mail operations, business process outsourcing (BPO), or workplace experience environments.
• Experience with imaging, document management, workflow, and tracking software.
• Knowledge of network systems, business applications, and production support environments.
• Experience supporting system implementations, process improvements, or new business transitions.
• Lean, Six Sigma, or continuous improvement experience is a plus.

• Operations Leadership
• Client Relationship Management
• Team Leadership & Employee Development
• Performance Management
• Continuous Improvement
• Change Management
• SLA & KPI Management
• Production & Workflow Management
• Quality Assurance
• Problem Solving & Root Cause Analysis
• Process Documentation
• Communication & Collaboration
• Accountability & Results Orientation