Client Service Manager

SPS-North America; Vancouver; On-site; CAD 75,000 - 80,000; Full time

Job summary

A leading outsourcing solutions provider is seeking a Customer Service Manager in Vancouver. The role emphasizes operational management, client relationship building, and team leadership. The ideal candidate will ensure smooth operations, manage client satisfaction, and lead a team to peak performance. Competitive salary range is $75,000 - $80,000 CAD, along with a comprehensive benefits package.

Benefits

Career growth opportunities

Comprehensive benefits package

Recognition programs for talent

Learning and development culture

Qualifications

• Experience in managing client relationships and ensuring customer satisfaction.
• Ability to mentor and develop teams for peak performance.
• Proven track record in operational improvements and project oversight.

Responsibilities

• Ensure smooth daily operations across multiple sites.
• Act as the primary contact for clients, managing expectations.
• Implement and oversee special projects for operational efficiency.

Skills

Client management

Team leadership

Operational management

Job description

In the role of Customer Service Manager (CSM) SPS, the individual will have a multifaceted set of responsibilities centered around operational management, client relationship building, and team leadership.

Role Responsibilities

• Service Delivery: Ensuring daily operations are smooth and efficient across multiple sites or projects.
• Client Management: Acting as the primary point of contact for the client, managing expectations, and maintaining high levels of customer satisfaction.
• Team Leadership: Managing, mentoring, and developing a team of professionals to ensure peak performance and employee satisfaction.
• Project Oversight: Implementing and overseeing special projects, standardizing policies, and driving operational improvements.

Success Evaluation

• Client Satisfaction Index (CSI): Maintaining or improving the client satisfaction scores through exceptional service delivery and proactive problem resolution.
• Employee Satisfaction Index (ESI): Ensuring high team morale and low turnover rates, which reflect effective leadership and a positive work environment.
• Operational Metrics: Meeting or exceeding SLAs for service delivery, efficiency improvements, and cost management. Regular reporting of these metrics in monthly and quarterly reviews will be crucial.
• Project Success: Successful coordination and completion of projects and initiatives, often within set timelines and budgets.

Collaboration and Reporting

• Internal Collaboration: The CSM will work closely with various teams within SPS, including HR for staffing, the training department for development programs, and the tech team for IT support. Regular interaction with managerial staff at client sites and coordination with vendor partners are also key components of the role.
• Client Interaction: Regular engagement with client representatives, including C level executives, to discuss needs, project progress, and strategic direction.
• Evaluation: The CSM will be directly accountable to a Region Manager, who will evaluate performance based on the outlined metrics and feedback from clients and team members. Regular performance reviews, including annual evaluations, will provide formal feedback and guide career progression.

Pay Range: $75,000 - $80,000 CAD

What We Offer

• Career Growth: An opportunity to learn new skills or use a variety of them that may lead to other career opportunities.
• Learning & Development: At SPS, we promote a culture of learning so that you can develop to be the best at what you do.
• We Recognize Talent: We offer a variety of recognition programs for all levels of employees.
• Benefit Offerings: Medical, Dental, Vision, HCFSA, DCFSA, HSA, Commuter Transit and Parking, Supplemental Life Insurance, Accident Insurance, Critical Illness, Hospital Indemnity, Legal Program, Identity Theft Protection, Pet Discounts, Pet Insurance, Group Home and Auto Insurance, EAP, Short Term Disability, Life Insurance, Education Discounts, 401k with matching, Entertainment Discounts, & Paid Time Off. 
  • Note: Please inquire with the Human Resources team for benefit offerings per role as regular positions that routinely are under 30 hours/week may have a different benefit offering.

About SPS

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, and 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 career opportunities throughout the North America region and globally. SPS is committed to investing in the professional development of our employees and offers competitive comprehensive benefits and diverse development training programs that lead to building careers.

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.

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.