|Job Description :
||We are currently seeking a Client Service Manager to come join our team and work on site at a Swiss Post client location. The Manager will act as the primary daily client contact. The position is responsible for daily service delivery, employee management, overall customer satisfaction and strict adherence to all SPS policies.
Client Requests – Manage the receipt, delegation and successful completion of all client requests
Deadlines – Meet all client and SPS deadlines
Resource Management – Manage all resources within the operation including people, hardware/software and facilities
Staffing Levels – Coordinate staff schedules to ensure appropriate staff levels are maintained and proper coverage is provided for PTO, sickness and emergencies
Safety – Maintain a safe working environment for the SPS staff
Track Activity/Performance – Track all client requests using the approved tracking mechanism
Monthly Reports – Maintain metrics for monthly reporting of KPIs/SLAs
Vendor Management – Oversee all equipment, supply and messenger vendors to comply with SPS contract
Site Inspections – Perform multiple daily walkthroughs to observe team performance first hand
Documentation – Document any incidents and inform Client and SPS immediately
Maintain site P&L at proforma levels or above
Consistent execution & all deadlines met for payroll, billing & A/R collection
Oversee monthly budget forecasts for the account
Business Development – grow the existing account year-over year
Client & Employee Engagement
Maintain Client Satisfaction Index (“CSI”) at or above previous score
Participate in Monthly and Quarterly Client Business Reviews
Maintain Employee Satisfaction Index (“ESI”) at or above previous score
Participate in SPS sponsored events
Establish and maintain accountability to Client Director
Coach, develop and cross train operations team to grow their careers
Set and communicate to each staff member individual responsibilities, operational issues/concerns, daily goals, service improvements and customer expectations
Develop, appraise and counsel staff to reduce turnover, improve employee satisfaction and increase promotability of staff members
Maintain consistent documentation monitoring the status of each employee
Provide annual employee performance evaluations and reviews as directed by SPS
Strict adherence to all SPS policies & procedures
Serve as a knowledge resource regarding SPS policies and procedures
Exceed all contractual and client KPIs/SLAs
Immediately report any personnel, security or data breach incidents to SPS leadership team
Proactively institute the SPS Governance Model to ensure client satisfaction
Standardize policies and procedures, including statistical monthly reporting and benchmarks
Drive operational improvements and solution design
Troubleshoot and resolve all client, site management and site staff issues
Coordinate, implement and oversee any special projects
Coordinate and lead vendor partner negotiations
Manage site financials in terms of hours, gross margin spread, profitability and growth
Serve as a knowledgeable resource regarding OSHA, EEOC and process for handling complaints
Manage direct reports including managerial staff
Assist in the development of training materials and execution of formal training sessions
Support business development internally and as directed
Maintain consistent communication with Client and SPS at all levels
Driven by client satisfaction
Strong integrity, solid business ethics
Excellent presentation and interpersonal skills
Excellent 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
Minimum of 5+ years of experience in high level relationship building and operational management
Previous management/ supervisor experience overseeing 5-10 employees
Ability to build business relationships and interact effectively with “C” level executives
Solid understanding of selling skills
Exceptional computer skills
Industry related experience a plus
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
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
Ability to lift or move 40 lbs. or greater frequently
Travel: Some local travel may be required.
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.
Swiss Post Solutions (SPS) is an award-winning employer of choice offering outsourcing solutions that leverage Intelligent Automation (Artificial Intelligence & Robotic Process Automation) in more than 15 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 Swiss Post Solutions (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.
Swiss Post Solutions 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.