Client Manager - Legal

Job Title: Client Manager 

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

 

Job Overview: 

The Client Manager (CM) is responsible for managing customer service staff based in multiple locations within a specified geographical territory. The CM will be a highly visible leader within their employee organizations and is ultimately responsible for ensuring SPS meets and/or exceed Service Level Agreements at client locations.  

The CM is usually dedicated to a specific client and may have multiple levels of leadership as direct reports. Indirect reports will consist of, but not limited to employees working in Reception/Concierge, Mail/Shipping/Warehousing/Courier Services, Hospitality to Administrative and/or service level roles. From a business perspective, the CM will assist the Operations Director in managing P&L, Client relationships at multiple sites, providing solutions to customer concerns and partnering with Human Resources to hire staff and effectively manage their teams. 

 

Duties and Responsibilities: 

• Ensures service delivery excellence for assigned locations. 

• Manage the receipts, delegations and successful completions of all client requests. 

• Meets all client and SPS deadlines. 

• Ensures all site leadership effectively manage all resources within the operation including people, hardware/software and facilities. 

• Ensures all site leadership have proper coverage per the service level agreement. This includes ensuring floater coverage and the effective partnership with Human Resources to hire any outside staff as needs arise.  

• Ensures managers/supervisors maintain a safe working environment for the SPS staff on site.  

• Tracks all client requests using the approved tracking mechanism. 

• Maintains metrics for monthly reporting of KPIs/SLAs. 

• Oversees all equipment, supply and messenger vendors to comply with SPS contract. 

• Regularly visits assigned locations to ensure teams are compliant with all defined SLAs, company and client operating procedures to include, but not limited to safety, health and human resource guidelines.  

• Documents any incidents and inform client and SPS immediately. 

• Oversees financial performance. 

• Assists National Manager to maintain site P&Ls are at proforma levels or above. 

• Consistently executes all deadlines met for payroll, billing & A/R collection for all locations. 

• Oversees monthly budget forecasts for various accounts. 

• Helps to facilitate growth within existing account sites year-over year. 

• Insures smooth and sustained client & employee engagement. 

• Maintains Client Satisfaction Index (“CSI”) at or above previous score. 

• Participates in monthly and quarterly client business reviews. 

• Maintains Employee Satisfaction Index (“ESI”) at or above previous score. 

• Participates in SPS sponsored events. 

• Establishes and maintains accountability to National Operations Manager. 

• Coaches, develops and cross trains operations team to grow their careers. 

• Sets and communicates 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