Client Services Manager
Computershare U.S.
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Benefits offered by this job
Job summary
Computershare U.S. is seeking a Client Services Manager in a hybrid Frisco, TX role. You will lead a team of Client Service Representatives, balancing day-to-day delivery with strategic improvements to create exceptional client experiences.
You will collaborate with Sales, Account Management, Operations, and Leadership to drive satisfaction and retention. The role requires strong leadership, communication, and the ability to optimize processes while maintaining day-to-day operations.
Qualifications
- Prior people leadership experience.
- Experience managing client escalations and complex service issues.
- Strong customer service leadership background.
- Experience coaching, mentoring, and developing teams.
- Strong communication and stakeholder management skills.
- Ability to work effectively across multiple functions and departments.
- Experience improving operational processes and service delivery.
- Strong problem-solving and decision-making skills.
- Ability to balance client needs with business objectives.
Responsibilities
- Lead, coach, and develop a team of Client Service Representatives.
- Set and monitor team performance expectations; provide ongoing feedback.
- Serve as primary escalation point for complex client concerns and service issues.
- Monitor service quality, response times, client satisfaction, and delivery metrics.
- Drive process improvement, workflow efficiency, and operational excellence initiatives.
- Manage staffing, scheduling, workload balancing, and workforce planning.
- Collaborate with Account Management, Sales, Product, Operations, and Leadership teams to improve service outcomes.
- Support organizational change initiatives and scalable service processes.
- Provide frontline insights to improve products, services, and client experience.
Skills
Tools
Job description
In this position, you'll be based in one of the approved office locations for a minimum of three days a week, with the flexibility to work from home for some of your working week. Find out more about our flexible work culture at computershare.com/flex.
In this position, you'll be based in one of the approved office locations for a minimum of three days a week, with the flexibility to work from home for some of your working week. Find out more about our flexible work culture at computershare.com/flex.
The Client Service Representative (CSR) team serves as a critical support channel for client accounts across the business. As the Client Services Manager, you'll lead a team focused on delivering exceptional service, resolving client issues, and creating positive client experiences while helping shape the future of the organization.
This is an exciting opportunity to join a team during a period of significant transformation and growth. You'll play a key role not only in leading people, but also in helping establish stronger processes, improve operational efficiency, and build a more scalable service model that supports future business needs.
As a Client Services Manager, you'll lead, coach, and develop a team of Client Service Representatives while overseeing day-to-day service delivery, escalation management, process improvement initiatives, and operational planning. You'll partner closely with Sales, Account Management, Operations, Product, and Leadership teams to help drive client satisfaction, retention, and business success.
This role is ideal for a leader who can balance strategic thinking with a willingness to remain connected to day-to-day service operations.
- Leading, coaching, and developing a team of Client Service Representatives
- Establishing team performance expectations and providing ongoing feedback and development support
- Serving as the primary escalation point for complex client concerns and service issues
- Monitoring service quality, response times, client satisfaction, and service delivery metrics
- Driving process improvement, workflow efficiency, and operational excellence initiatives
- Managing staffing, scheduling, workload balancing, and workforce planning
- Partnering with Account Management, Sales, Product, Operations, and Leadership teams to improve service outcomes
- Supporting organizational change initiatives and helping build scalable service processes
- Monitoring team performance, service levels, and operational KPIs while implementing corrective actions when needed
- Providing frontline insights that help improve products, services, and overall client experience
- Prior people leadership experience
- Experience managing client escalations and complex service issues
- Strong customer service leadership background
- Experience coaching, mentoring, and developing teams
- Strong communication and stakeholder management skills
- Ability to work effectively across multiple functions and departments
- Experience improving operational processes and service delivery
- Strong problem-solving and decision-making skills
- Ability to balance client needs with business objectives
- Customer Success leadership experience
- Operations leadership experience
- Experience working in a high-volume service environment
- Experience implementing process improvements and operational efficiencies
- Experience with CRM, ticketing, reporting, and workflow management systems
- Experience within corporate services, compliance, governance, or related business environments
flexible working and a caring and inclusive culture
rewards that can be tailored to support you and your family, including paid time off, observed holidays, medical, dental and vision plans
with 401k matching, setting aside salary to purchase shares in our company and tax-advantaged flexible spending plans, including healthcare, dependent care and commuter
Our package includes short and long-term disability benefits, life insurance and supplemental life insurance
Ours is a welcoming and close-knit community, with experienced colleagues ready to help you grow. Our careers hub will help you find out more about our rewards and life at Computershare, visit computershare.com/careershub
- This role may require travel of up to 10%.
Computershare will use data analytics and artificial intelligence systems to help recruiters analyze and assess candidate and application information. These systems make our application and review process more efficient and assist our team in identifying candidates based on professional qualifications, skills, and experience commensurate with the role applied for. All outputs from these systems are evaluated by our recruiters and are not the sole source of whether to consider a candidate for employment.
We're a global leader in financial administration with over 11,000 employees across more than 22 different countries. At Computershare, it’s more than just a job, our open and inclusive culture means that we will help you to grow, to move forward and make the most of our world of opportunities.
We want to provide you with the opportunity to succeed on your own merits, starting from the application process and continuing throughout your career with us. Our goal is to create an environment where everyone feels valued, to remove barriers and obstacles and ensure equal opportunities for all. For support with accommodations or adjustments during our recruitment process please visit computershare.com/access for further information.
Since 1978, we’re trusted by companies around the globe to manage their shareholder registry, corporate actions and shareholder meetings and we’re now the number one transfer agency in the world. As client needs evolved, so has our portfolio of services; extending our Issuer Services into equity and entity governance services to companies both public and private worldwide. Careers in Issuer Services could mean anything from assisting shareholders with their portfolios, enabling access to global markets or helping clients deliver on their equity and entity compliance requirements everywhere they operate.
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