Client Service Manager - SPS-North America

Customer Service Manager

Role Summary:

Customer Service Manager (CSM) 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 contact.

Who are we?

SPS Global 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. Our clients are banking, insurance, legal, higher education, advertising, and other professional services, including many Fortune 500 companies. In North America, our services include Mailroom Management (both physical and digital), Office Services such as Reception, Lobby Concierge, and Conference Room Management, and Document Processing Services utilizing leading-edge technologies.

Who are you?

As a Customer Service Manager (CSM), You are part of the frontline leadership team. You create and nurture a vibrant culture based on customer obsession, trust, respect, integrity, continuous learning, and fun.  

You have a Customer Obsession because you understand that customer service leadership start with the customer and work backward and that to earn and keep customer trust, you have to work vigorously.

You have total Ownership, and you know that great leaders are owners. Although leaders pay attention to competitors, they obsess over customers. They think long-term and don't sacrifice long-term value for short-term results. They act on behalf of the entire company beyond just their team. They never say, "that's not my job."

You strive to Invent and Simplify daily. Leaders expect and require innovation and invention from their teams and always find ways to simplify. You are externally aware, look for new ideas everywhere, and are not limited by "not invented here."

You are Right, A Lot! Leaders are right a lot. They have strong judgment and good instincts. They seek diverse perspectives and work to disconfirm their beliefs.

You are constantly learning, and you are very curious. Leaders are never done learning and consistently strive to improve themselves. They are curious about new possibilities and act to explore them.

You Hire and Develop the Best; our leaders raise the performance bar with every hire and promotion. They recognize exceptional talent and willingly move them throughout the organization. Leaders develop leaders and take their role in coaching others seriously. We work on behalf of our people to invent mechanisms for development like Career Choice.

You Insist on the Highest Standards; Leaders have relentlessly high standards — many people may think these standards are unreasonably high. As a Leader, you continually raise the bar and drive your teams to deliver high-quality products, services, and processes.

You Think Big, because thinking small is a self-fulfilling prophecy. Leaders create and communicate a bold direction that inspires results. They think differently and look around corners for ways to serve customers.

You have a Bias for Action, Speed matters in business. Many decisions and actions are reversible and do not need extensive study. You  value calculated risk-taking.

You have a Frugal work style, Accomplish more with less. There are no extra points for growing headcount, budget size, or fixed expenses. Constraints breed resourcefulness, self-sufficiency, and invention.

You work to Earn Trust. Great leaders listen attentively, speak candidly, and treat others respectfully. They are vocally self-critical, even when doing so is awkward or embarrassing. Leaders do not believe their or their team's body odor smells of perfume. They benchmark themselves and their teams against the best.

You are always ready to Dive Deep; you operate at all levels, stay connected to the details, audit frequently, and are skeptical when metrics and anecdotes differ. No task is beneath you.

You have Backbone; Disagree and Commit; you feel obligated to challenge decisions when you disagree respectfully, even when doing so is uncomfortable or exhausting. Leaders have conviction and are tenacious. They do not compromise for the sake of social cohesion. Once a decision is determined, they commit wholly.

You deliver results, focus on the critical inputs for their business, and deliver them with the right quality and in a timely fashion. Despite setbacks, they rise to the occasion and never settle.

You strive to be Earth's Best; as a Leader, you work every day to create a safer, more productive, higher-performing, more diverse, and more just work environment for your team. You lead with empathy, have fun at work, and make it easy for others to have fun. You ask yourself: Are my fellow employees growing? Are they empowered? Are they ready for what's next? Leaders have a vision for and commitment to their employees' success.

You begin each day with a determination to make better, do better, and be better for our customers, employees, partners, and the world. You work toward daily Success and Scale. You know this brings broad responsibility; though we are significant, we impact the world far from perfect. You know you have to be humble and thoughtful about even the secondary effects of your actions. And you know we must end every day knowing we can do even more tomorrow. Leaders create more than they consume and always leave things better than they found them.

What You Do

• 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
• Client Requests - Manage the receipt, delegation, and successful completion of all client requests. Handle escalations as needed if Supervisor is unable to.

• Deadlines - Meet all client and SPS deadlines
• Resource Management – Manage all resources within the operation, including people, hardware/software, and facilities
• Staffing Levels – Coordinate with the Supervisors the 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 daily walkthroughs to observe team performance firsthand
• 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
• 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 Region Manager
• 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 the 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

Competencies:

• Results-oriented
• 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

Qualifications:              

• 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

Physical Demands:

• 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.

Other Duties: This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.