Client Manager (National Operations Manager)

Job Title: Client Manager (National Operations Manager) 

Reports To: The Client Manager (National Operations Manager) will report to the Client Director. 

Job Overview: 

The Client Manager (CM)/National Operations Manager (NOM) is responsible for managing on-site SPS staff based in multiple client locations across the country. The CM/NOM will be a highly visible leader and is ultimately responsible for ensuring SPS meets and/or exceeds Service Level Agreements at client locations.  

The CM/NOM is dedicated to a specific client and may have multiple levels of leadership as direct reports. Indirect reports will consist of, but not limited to employees working in Reception/Concierge, Mail/Shipping/Courier Services, Hospitality to Administrative and/or service level roles. From a business perspective, the CM /NOM will assist the Director in managing P&L, client relationships at multiple sites, providing solutions to customer concerns and partnering with Human Resources to hire staff and effectively manage their teams. 

Duties and Responsibilities: 

• Ensures service delivery excellence. 
• Manage the receipt, delegation and successful completions of all client requests. 
• Meets all client and SPS deadlines. 
• Ensures all site leadership effectively manages all resources within the operation including people, hardware/software and facilities. 
• Ensures all site leadership have proper coverage per the service level agreement. This includes ensuring floater coverage and the effective partnership with Human Resources to hire any outside staff as needs arise.  
• Ensures managers/supervisors maintain a safe working environment for the SPS staff on site.  
• Maintains metrics for monthly reporting of KPIs/SLAs. 
• Oversees all equipment, supply and messenger vendors to comply with SPS contract. 
• Regularly visits assigned locations to ensure teams are compliant with all defined SLAs, company and client operating procedures to include, but not limited to safety, health and human resource guidelines.  
• Documents any incidents and inform client and SPS immediately. 
• Oversees financial performance. 
• Consistently executes all deadlines met for payroll, billing & A/R collection for all locations. 
• Ensures smooth and sustained client & employee engagement. 
• Participates in monthly and quarterly client business reviews. 
• Participates in SPS sponsored events. 
• Establishes and maintains accountability to Director. 
• Coaches, develops and cross trains operations team to grow their careers. 
• Sets and communicates to each staff member individual responsibilities, operational issues/concerns, daily goals, service improvements and customer expectations. 
• Develops, appraises, and counsels staff to reduce turnover, improve employee satisfaction and increase promotability of staff members. 
• Maintains consistent documentation monitoring the status of each employee. 
• Provides annual employee performance evaluations and reviews as directed by SPS. 
• Insures operational excellence. 
• Demonstrates strict adherence to all SPS policies & procedures. 
• Serves as a knowledge resource regarding SPS policies and procedures. 
• Exceeds all contractual and client KPIs/SLAs. 
• Immediately reports any personnel, security or data breach incidents to SPS leadership team. 
• Proactively institutes the SPS Governance Model to ensure client satisfaction. 
• Manages a defined collection of multiple SPS sites within a national client operation. 
• Standardizes policies and procedures, including statistical monthly reporting and benchmarks. 
• Drives operational improvements and solution design. 
• Troubleshoots and resolves all client, site management and site staff issues. 
• Coordinates, implements and oversees any special projects. 
• Coordinates and leads vendor partner negotiations. 
• Managed site financials in terms of hours, gross margin spread, profitability and growth 
• Serve as a knowledgeable resource regarding OSHA, EEOC and process for handling complaints. 
• Manages direct reports including managerial staff. 
• Assists in the development of training materials and execution of formal training sessions. 
• Supports business development internally and as directed. 
• Maintains consistent communication with client and SPS at all levels. 

Competencies: 

• Results-oriented. 
• Driven by client satisfaction. 
• Strong integrity, solid business ethics. 
• Excellent presentation and interpersonal skills. 
• Excellent English written and oral communication skills. 
• Expert in customer service skills, professional attitude and appearance. 
• Good organizational skills. 
• Ability to maintain confidentiality. 
• Attention to detail. 
• Ability to function with a high level of patience, tact and diplomacy to defuse anger and collect accurate information. 
• Able to convey information and ideas through speech in ways that others will understand. 
• Able to listen to and understand information and ideas presented through spoken words and sentences. 
• Able to speak clearly so listeners understand, identify and understand the speech of another person. 
• Be personable, articulate, knowledgeable and professional in presenting oneself in a professional setting. 
• Flexibility in dealing with simultaneous projects. 

Qualifications and Education Requirements: 

• High School Diploma (or equivalent) required. Bachelor’s Degree or higher preferred. 
• Minimum of 7-10+ years of experience in office services/operations leadership supporting a law firm or closely adjacent industry. 
• Previous multi-site management experience is highly preferred since the CM/NOM may oversee employee organizations of 30-50+ employee based in multiple locations. 
• Legal records experience strongly preferred. 
• Program/Project Management experience is a plus. 

Physical Demands: 

• Fine and/or gross motor skills, including the ability to grasp, lift and/or carry or otherwise move packages on a standard wheeled cart with a load capacity of 60 lbs. 
• Ability to walk, bend, kneel, stand, and/or sit for an extended period of time. 
• Manual dexterity required for operating office machinery (phone, copy machines, binding equipment, etc.). 
• Physically able to talk on the phone and input data simultaneously. 
• Ability to lift or move 40 lbs. or greater frequently. 
• Specific vision abilities required by this job include close vision, distance vision, ability to adjust focus and ability to match or may include detection of differences between colors, including shades of color and brightness. 

Travel: Some 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. 

About SPS: 

SPS is an award-winning employer of choice offering innovative Enterprise Workplace Solutions and Technology Business Solutions to our clients throughout North America including many Fortune 500 companies.  A career with SPS includes a robust onboarding and training program to help you unlock your career path possibilities.  

In North America, our services include office services such as reception/lobby concierge, mail center, and conference room management in addition to document processing services utilizing leading edge technologies. Our clients today are companies in sectors such as banking, legal, insurance, technology, higher education, advertising, and other professional services, including 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 law. 

We encourage candidates to review all our job listings and learn more about SPS at our company website www.spsglobal.com.