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New York, New York, United States
Onsite
Mailroom & Reprographics Operations | Financial Institution
We are seeking an experienced and service-driven Client Service Manager (CSM) to oversee daily mailroom, shipping and receiving, courier, and reprographics operations at a financial institution.
In this role, you will lead an on-site team, manage client relationships, and ensure efficient, secure, and high-quality service delivery. You will also drive operational improvements, develop team members, and identify opportunities to leverage technology, automation, and approved AI solutions to enhance productivity and the client experience.
The ideal candidate brings strong leadership skills, hands-on experience in mailroom and document production operations, and the ability to deliver exceptional service in a fast-paced, highly regulated environment.
Serve as the primary point of contact for the client, maintaining strong relationships with stakeholders, vendors, and leadership.
Oversee daily mailroom, shipping and receiving, courier, and reprographics operations to ensure timely, accurate, and professional service delivery.
Address client requests, resolve escalations, and implement sustainable solutions to operational challenges.
Conduct regular site walkthroughs, quality checks, and operational reviews to maintain service standards.
Coordinate special projects, executive requests, and other client initiatives.
Identify opportunities to improve efficiency, service quality, turnaround times, and the overall client experience.
Manage inbound and outbound mail, package tracking, sorting, distribution, shipping, and courier services.
Ensure secure handling of confidential, registered, and time-sensitive mail and documents.
Oversee high-volume printing, copying, scanning, binding, finishing, and document production services.
Manage production schedules, quality control, equipment maintenance, supplies, and vendor coordination.
Maintain accurate operational records, including service requests, production volumes, shipping logs, and inventory.
Ensure compliance with established security procedures, document-handling requirements, and chain-of-custody protocols.
Support business continuity and alternate service procedures when operational disruptions occur.
Lead, coach, and develop an on-site team of approximately 5–10 employees.
Manage staffing, scheduling, workload distribution, attendance, and operational coverage.
Provide onboarding, training, performance evaluations, and ongoing coaching.
Establish clear performance expectations and promote accountability, teamwork, and professional development.
Foster a positive, safe, and client-focused work environment.
Identify opportunities to improve operational workflows through technology, automation, and AI-enabled solutions.
Support approved digital initiatives involving document processing, workflow automation, reporting, and service analytics.
Collaborate with client technology, compliance, and information security teams when implementing process improvements.
Ensure AI and automation tools are used responsibly and in accordance with client-approved security and data privacy policies.
Train employees on approved digital tools and promote continuous improvement across daily operations.
Monitor site budgets, payroll, expenses, billing, and cost-control opportunities.
Track key performance indicators (KPIs), service-level agreements (SLAs), production volumes, and service quality.
Prepare operational reports and participate in monthly and quarterly business reviews.
Ensure contractual obligations, service expectations, and client performance goals are consistently achieved.
Manage vendor relationships and monitor service quality, equipment performance, and operational costs.
Ensure adherence to company policies, client procedures, and applicable security and regulatory requirements.
Maintain strict confidentiality when handling sensitive financial, personal, and business information.
Monitor operational risks and promptly report incidents, security concerns, and service disruptions.
Maintain accurate documentation related to employee training, quality assurance, safety, and compliance.
Promote a safe, secure, and compliant workplace.
High school diploma or equivalent.
Minimum of 5 years of experience in client services, business operations, facilities services, or a related field, including hands-on mailroom and reprographics experience.
Previous supervisory or management experience, including employee coaching, scheduling, performance management, and service delivery.
Experience managing a team of approximately 5–10 employees or a comparable on-site operation.
Strong knowledge of mailroom operations, shipping and receiving, courier coordination, package tracking, and document distribution.
Familiarity with high-volume printing, copying, scanning, document finishing, and reprographics equipment.
Experience using AI-enabled tools, workflow automation, or digital technologies to improve business processes.
Strong communication, customer service, organizational, and problem-solving skills.
Ability to manage competing priorities, resolve escalations, and work effectively with client stakeholders.
Proficiency in Microsoft 365 and standard business reporting tools.
Associate or bachelor's degree in Business Administration, Operations Management, Technology, or a related field.
Experience working in financial services, banking, insurance, investment, legal, or other highly regulated environments.
Familiarity with service-level agreements, operational reporting, budgeting, and performance metrics.
Experience with mail tracking systems, print management software, workflow platforms, or intelligent document processing tools.
Understanding of information security, data privacy, and responsible AI practices.
Ability to frequently lift and move items weighing 40 lbs. or more.
Ability to push or pull wheeled carts carrying loads of up to 60 lbs.
Ability to stand, walk, bend, kneel, and sit for extended periods.
Ability to operate standard office, mailroom, shipping, and reprographics equipment.
Local travel of up to 25% may be required based on client and business needs.
This job description provides an overview of the position's primary responsibilities and qualifications. Duties may evolve based on business needs, client requirements, and operational priorit
Compensation:
The expected compensation is an estimate, and the final offer will depend on skills, experience, location, and other job-related factors.
Vacancy Status:
This posting is for an existing vacancy.
WHAT WE OFFER
About SPS
SPS is a global workplace solutions and business transformation company operating in more than 20 countries. Across North America, we help clients enhance workplace experiences and business operations through services including workplace support, physical and digital mailroom solutions, intelligent document processing, reception and concierge services, and other business support offerings.
Our clients include leading organizations across banking, insurance, legal, higher education, professional services, and many Fortune 500 companies.
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.
To ensure a fair and authentic interview process, applicants may not use AI tools or any other form of real-time assistance during interviews. SPS team members may use transcription or note-taking technology solely to support accurate interview documentation. No AI or automated decision-making tools are used to screen, assess, or select candidates for this role. SPS uses the Greenhouse Applicant Tracking System to facilitate application management and recruiting workflows. Human recruiters and hiring managers review applications and exercise independent judgment throughout the hiring process.
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.
