Senior Manager - Client Services

Job Purpose:
 

The Senior Manager, Client Services plays a critical role in executing the client service strategy by overseeing day-to-day operations, coaching frontline leadership, and driving performance outcomes.  This leader ensures that client interactions are handled with excellence, escalations are resolved efficiently, and staff are empowered to consistently meet service standards.  The Senior Manager partners closely with the VP of Client Services to operationalize strategic goals and lead scalable growth across the team.  

Key Responsibilities:

Team Leadership and Development:

• Lead, mentor, and develop a team of frontline managers and supervisors.
• Conduct regular coaching sessions, performance reviews, and skills development plans.
• Cultivate a high-performance culture focused on accountability and client success.

Operational Execution:

• Oversee day-to-day workflow across client service functions to ensure timely and accurate handling of client needs.
• Implement SOPs, ensure adherence to policies, and identify opportunities for continuous improvement.
• Monitor team capacity, redistribute workload as needed, and proactively manage resourcing needs.

Client Experience Management:

• Ensure high-quality service delivery across all client touchpoints.
• Resolve mid- to high-complexity client escalations that are escalated from frontline managers and supervisors.
• Support implementation of initiatives that improve client satisfaction and retention.

Performance Monitoring and Reporting:

• Track and report Key Performance Indicators (KPIs) such as responsiveness, resolution rates, SLA adherence, and client feedback.
• Use data to identify performance gaps and implement corrective action plans.
• Partner with the VP on operational dashboards and improvement plans.

Cross-Functional Collaboration:

• Serve as a liaison between the Client Services team and other internal departments to address workflow dependencies and operational bottlenecks.
• Participate in project teams to support new service offerings, system upgrades, or process changes.

Staffing and Workforce Planning:

• Participate in hiring, onboarding, and training of new staff.
• Contribute Foster a collaborative culture and resolve conflicts constructively.
• Serve as a key spokesperson and influencer within and outside the organization.

Developing Others and Empowerment:

• Implement development programs designed to upskill managers, supervisors, and frontline team members.
• Coach and support the professional growth of managers, supervisors, and their direct reports.
• Reinforce an empowering team culture through hands-on leadership and staff engagement.
• Identify and elevate emerging talent within the team for future advancement.

Process Improvement:

• Identify and