Client Director

SPS continues to grow through innovation, financial stability, and client partnerships, and has an excellent opportunity for a Client Operations Director to come join our team in New York!

The successful candidate will have a background in:

• Managing a multi-level operational organization of 150+ employees based in multiple locations
• Client Relationship Management background interfacing with a variety of clients in various industries; Managed a client portfolio of at least $10M
• Comes from a B2B Services organization
• Able to thrive in a metrics/project management driven organization
• Working in a high growth environment

We offer a competitive salary, a variety of benefits and an excellent opportunity for continued career growth!

Job Description

The Client Director (CD) is a key people operations and customer relationship management role within the SPS-Americas organization. The Director will have operational responsibility over a defined group of client accounts, usually in multiple locations and can expect to manage a people organization of at least 150 employees and drive a P&L of at least $10 million dollars. The Director drives people, process & technology to ensure customer satisfaction.

Key Responsibilities Include:

• Responsible for both the operational and financial health of client outsourced accounts within a defined geography/region(s)
• Liaison between SPS and main client contacts
• Proactively institutes the SPS Governance Model to ensure adherence to all service level agreements, ensuring total client satisfaction
• Manage site proformas in terms of hours, gross margin spread, profitability to growth
• Nurtures a strong relationship with sales and other teams in an effort to help grow and move the business forward (i.e. In some cases, helps to identify new business to add-on opportunities which may include participating in RFP/sales presentations)
• Manage vendor relationships (i.e. equipment, supplies to negotiating contacts as needed)
• Participate in account reviews with subordinates and in some cases, may lead them based on the account
• Establish and maintain accountability with on-site Managers and employees
• Ensures the deployment of SPS employee programs and in some cases develops customized employee engagement activities that foster a top-notch work environment
• Engages senior leadership regarding key business decisions
• Partners with Human Resources on employment matters such as but not limited to hiring, promotions, training & development, performance management, coach & counseling to terminations
• Standardize policies and procedures including statistical monthly reporting and benchmarks

Requirements

• Bachelor’s degree or 7+ years of related work experience
• Managed a multi-level people organization of at least 150 employees in multiple locations
• Must be a strategic leader who can successfully drive results, manage change and develop a strong group of leaders who can execute
• Travel: Must be available to travel based on business needs
• Project Management: Any training in Six Sigma or Project Management is highly desired
• A strong business acumen: P&L management, finance, managing budgets and working in a customer metrics driven environment
• Excellent communication skills- natural ability to lead presentations and discussions among a variety of audiences to include executives
• Previous experience partnering with HR/Recruiting/Training/Finance and senior leadership to ensure SLAs are met
• Problem solving- Expertise diffusing and creating solutions to customer service matters
• Technology- Has a strong understanding of technology utilized in S&R/mail services/document management business; Embraces and implements technology and efficiency where possible
• Highly developed people skills with expertise in creating a top tier, low attrition work environment where employees are highly engaged

About Us

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