Lockbox Operations Leader & Client Experience Driver

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

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.