Client Service Manager

SPS; Pittsburgh (Allegheny County); On-site; USD 80,000 - 90,000; Full time

Benefits offered by this job

Career growth

Learning & development

Bonuses for referrals

Paid time off

Benefits package

401k with matching

Job summary

SPS is seeking a Client Service Manager (Lockbox) in Pittsburgh to oversee on-site operations, lead teams, and serve as the primary client contact. You will drive service quality, manage daily lockbox processing, and ensure adherence to contractual requirements while partnering with vendors for continuous improvement.

The role emphasizes leadership, incident handling, testing, and performance tracking to meet service levels and organizational goals. Local travel up to 25% is required.

Qualifications

• High School Diploma or equivalent required.
• 5+ years of experience in operations management and client relationship management.
• Previous experience leading teams of 5–10 employees or more.
• Strong computer skills and business acumen.
• Experience in a service-driven or facilities management environment is preferred.

Responsibilities

• Provide leadership over daily production results
• Lead and manage daily lockbox processing activities
• Responsible for achieving contractual business results
• Tracking programs to monitor departmental goals and provide trend analysis to management
• Ensure adherence to company quality standards and continuous improvement initiatives
• Hold weekly team meetings/Huddles
• Enable Change - Takes action to drive change and innovation that will transform our business
• Takes personal ownership to deliver results. Empowers and trusts others in decision making
• Succession planning is critical to success
• Lead by example
• Responsible for evaluating and improving employee performance to foster a high-performing team
• Manage individual and departmental goals
• Provides coaching and development to supervisors and their team members
• Hold the group accountable to operations goals
• Ensures that required system performance, turnaround time, and service levels are achieved
• Act as an escalation point for the Client Service team
• Ensures that required system performance, turnaround time, and service levels are achieved
• Act as an escalation point for the Client Service team
• Maintain/update comprehensive process documentation to support operational transparency and consistency
• Handle incident reporting, including root cause analysis, to ensure timely and effective resolution of issues
• Conduct regression testing to ensure system stability post-change.

Education

High School Diploma

Job description

Location

Pittsburgh, On-site

Client Service Manager (Lockbox)

is responsible for overseeing on-site operations, leading teams, and serving as the primary point of contact for the client. This role ensures exceptional service delivery, strong client relationships, operational efficiency, and compliance with company policies and contractual requirements.

The Client Service Manager (Lockbox) will play a crucial role in ensuring the smooth and efficient operation of lockbox processing, driving continuous improvement, and maintaining strong client and vendor relationships.

What You'll Do

• Provide leadership over daily production results
• Lead and manage daily lockbox processing activities
• Responsible for achieving contractual business results
• Tracking programs to monitor departmental goals and provide trend analysis to management
• Ensure adherence to company quality standards and continuous improvement initiatives
• Hold weekly team meetings/Huddles
• Enable Change - Takes action to drive change and innovation that will transform our business
• Takes personal ownership to deliver results. Empowers and trusts others in decision making
• Succession planning is critical to success
• Lead by example

Team Leadership

• Responsible for evaluating and improving employee performance to foster a high-performing team
• Manage individual and departmental goals
• Provides coaching and development to supervisors and their team members
• Hold the group accountable to operations goals

Continuous Improvement

• Ensures that required system performance, turnaround time, and service levels are achieved
• Act as an escalation point for the Client Service team

Client Service

• Ensures that required system performance, turnaround time, and service levels are achieved
• Act as an escalation point for the Client Service team
• Standard Operating Procedures:
• Maintain/update comprehensive process documentation to support operational transparency and consistency

Incident Reporting

• Handle incident reporting, including root cause analysis, to ensure timely and effective resolution of issues

Testing And Analysis

• Conduct regression testing to ensure system stability post-change.

What We're Looking For

• High School Diploma or equivalent required.
• 5+ years of experience in operations management and client relationship management.
• Previous experience leading teams of 5–10 employees or more.
• Strong computer skills and business acumen.
• Experience in a service-driven or facilities management environment is preferred.

Success in This Role

A successful Client Service Manager consistently delivers outstanding client experiences, achieves operational and financial goals, develops high-performing teams, and ensures all contractual service expectations are met or exceeded.

Travel

Some local travel is required for this position. Approximately up to 25%.

Other Duties

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

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.

Pay Range

$80,000 - $90,000 USD

What We Offer

• Career Growth: An opportunity to enter a job that allows you to learn new skills or use a variety of them that may lead you to uncover other career opportunities.
• Learning & Development: At SPS, we promote a work 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.
• Paid Time Off: Full time: Minimum of 80 hours/calendar year. Part time/temporary: Minimum of 1 hour for every 30 hours worked. PTO amounts may increase based on tenure and/or the assigned account. PTO allows employees to take approved time off for any reason.
• Bonuses: Are available for employee and client referrals for current employees.
• Benefit Offerings: Medical, Dental, Vision, HCFSA, DCFSA, HSA, Commuter Transit and Parking Pre-Tax Plans, Supplemental Life Insurance, Accident Insurance, Critical Illness, Hospital Indemnity, Legal Program, Identify Theft Protection, Pet Discounts, Pet Insurance, Group Home and Auto Insurance, EAP, Short Term Disability, Life Insurance, Education Discounts, 401k w/ matching, and Entertainment Discounts.
• 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 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 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.