Lockbox Processing Team Manager

Job Description

Job Description

Reports To : The Client Service Manager will report to the Client Manager, Client Director, Managing Vice President, or equivalent leadership.

The Client Service Manager (CSM) 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 SPS policies. The CSM 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.
• Managers the receipt, delegation, and successful completion of all client requests. Handle escalations as needed if Supervisor is unable to.
• Manages all resources within the operation, including people, hardware / software, and facilities.
• Coordinates with the supervisors the staff schedules to ensure appropriate staff levels are maintained and proper coverage is provided for PTO, sickness and emergencies.
• Maintains a safe working environment for the SPS staff.
• Tracks all client requests using the approved tracking mechanism for activity and performance.
• Maintains metrics for monthly reporting of KPIs / SLAs.
• Oversees all equipment, supply and messenger vendors to comply with SPS contract.
• Performs daily walkthroughs to observe team performance firsthand for site inspections.
• Maintains site P&L at proforma levels or above.
• Consistently executes all deadlines to be met for payroll, billing, and A / R collection.
• Oversees monthly budget forecasts for the account.
• Establishes and maintains accountability to next higher leadership authority.
• Coaches, develops and cross trains 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.
• Develops, appraises and counsels staff to reduce turnover, improve employee satisfaction and increase promotability of staff members.
• Maintains consistent documentation monitoring the status of each employee.
• Provides annual employee performance evaluations and reviews as directed by SPS.
• Has strict adherence to all SPS policies & procedures.
• Serves as a knowledge resource regarding SPS policies and procedures.

Competencies :

Qualifications and Education Requirements :

Physical Demands :

Travel : Some local travel is required for this position. Approximately up to 25%.

Other Duties :

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

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.

About SPS

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.