Senior Records & Client Services Manager

RRD Company; Chicago, Northern (IL, KY); Hybrid; USD 98,000 - 132,000; Full time

Benefits offered by this job

Medical, Dental, Vision benefits

Paid time off

401(k) with company match

Parental leave

Job summary

RRD Company is seeking a National Records Manager to lead multi-service client operations and drive operational excellence. The role focuses on delivering optimized cost-to-serve models, continuous improvement, and team development across contract-based engagements.

You will oversee staffing, SLAs, and financial management, while communicating with clients and internal teams to align on goals and performance. Candidates should demonstrate strong leadership and data-driven decision making.

Qualifications

• Bachelor’s degree or equivalent experience required.
• 5+ years’ leadership experience in a customer-service environment.
• Proven track record delivering solutions to improve contract performance.
• Excellent client service skills with a service-minded approach.
• Experience managing financials and P&L implications.
• Experience with HR lifecycle management and centralized HR systems.
• Strong organizational skills and attention to detail.
• Ability to work in a fast-paced environment and meet deadlines.
• Able to make independent decisions aligned with policy.

Responsibilities

• Oversee contracted operations to meet client and contract needs.
• Lead a client-facing team and develop talent.
• Manage full employee lifecycle for direct and indirect reports.
• Ensure compliance with SLAs and company policies.
• Communicate regularly with staff and hold 1:1 meetings.
• Foster cross-training to optimize service delivery.
• Drive account planning and quality service delivery.
• Utilize data to report to the client and manage performance.
• Identify opportunities for account growth and service expansion.

Skills

People leadership

Client service

Communication

Team management

Financial management

HR knowledge

Attention to detail

Education

Bachelor's degree or equivalent experience

Tools

Microsoft Office

Job description

RRD Company is seeking a National Records Manager to lead multi-service client operations and drive operational excellence. The role focuses on delivering optimized cost-to-serve models, continuous improvement, and team development across contract-based engagements.

You will oversee staffing, SLAs, and financial management, while communicating with clients and internal teams to align on goals and performance. Candidates should demonstrate strong leadership and data-driven decision making.