About this Client Services Manager Mail, Reprographics & Imaging Services role at SPS-North America
Client Service Manager
(Mail, Reprographic, Imaging Services)
📍 New York, New York, United States
On-site
The Client Services Manager is responsible for leading all Mail, Reprographics, Imaging, Digital Mail, and Document Services operations for a high-profile financial services client. This position serves as the primary onsite operational leader and trusted client partner responsible for ensuring exceptional service delivery, operational excellence, regulatory compliance, and continuous improvement.
The Client Services Manager oversees a team of supervisors and associates supporting mail distribution, accountable package management, digital mail processing, scanning and imaging services, reprographics, print production, records support, shipping and receiving, and related workplace services. The role balances client relationship management, operational leadership, financial stewardship, and employee development within a highly regulated and service-driven environment
Key Responsibilities:
Client Relationship Management
• Serve as the primary point of contact for client leaders regarding mail, print, imaging, and document services.
• Build trusted relationships with Corporate Real Estate, Facilities, Operations, Compliance, Procurement, Security, Records Management, and business stakeholders.
• Lead regular operational reviews, governance meetings, and service performance discussions.
• Proactively identify opportunities for service enhancements, innovation, and cost optimization.
• Resolve escalated service issues and ensure timely communication and follow-through.
Operational Leadership
• Direct daily operations for:
• Mailroom Services
• Accountable Package Processing
• Courier Services
• Reprographics & Print Production
• Scanning & Imaging Services
• Digital Mail Operations
• Records & Document Support
• Ensure adherence to all Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
• Establish and maintain Standard Operating Procedures (SOPs) and quality controls.
• Monitor workflow volumes, turnaround times, staffing levels, and service performance.
• Drive continuous improvement initiatives focused on productivity, accuracy, and customer experience.
• Oversee production print, copy, binding, finishing, scanning, and digital imaging services.
• Ensure quality standards for document production including legal, financial, and confidential materials.
• Manage production deadlines and prioritize high-impact client requests.
• Implement best practices for document security, chain of custody, and information governance.
• Partner with technology vendors to optimize print and imaging solutions.
Financial & Business Management
• Manage departmental budgets, staffing plans, and operational expenses.
• Monitor labor utilization, productivity.
• Produce monthly operational reports and business reviews.
• Identify opportunities to improve efficiency and reduce costs while maintaining service excellence.
Compliance, Risk & Information Security
• Ensure compliance with client policies, financial industry regulations, information security requirements, and records management standards.
• Maintain audit-ready documentation and operational controls.
• Oversee secure handling of confidential, sensitive, and regulated information.
• Support business continuity, disaster recovery, and incident management processes.
• Partner with Risk, Compliance, and Security teams to mitigate operational risks.
People Leadership
• Lead, coach, and develop supervisors, team leads, and frontline staff.
• Conduct performance reviews, coaching sessions, and career development planning.
• Oversee recruiting, onboarding, training, and succession planning.
• Foster a culture of accountability, teamwork, innovation, and service excellence.
• Ensure appropriate staffing levels and cross-training across all functions.
Qualifications:
• Bachelor's degree preferred in Business Administration, Operations Management, or related field.
• Equivalent industry experience may be considered.
• 5-8+ years of progressive leadership experience in:
o Mail Services
o Reprographics
o Digital Mail
o Imaging Services
o Document Management
o Workplace Services
• Minimum 3 years leading teams in a financial services, legal, corporate, or highly regulated environment.
• Experience managing client relationships and operational budgets.
Technical Skills
• Mail and package tracking systems.
• Production print and reprographics equipment.
• Digital mail and imaging platforms.
• Microsoft Office Suite (Excel, PowerPoint, Outlook).
• KPI reporting and operational analytics.
Competencies
• Executive Client Presence
• Service Excellence & Hospitality Mindset
• Operational Leadership
• Continuous Improvement
• Financial Acumen
• Strategic Thinking
• Change Management
• Team Development
• Risk Management
• Regulatory Compliance
• Communication & Influence
• Problem Solving & Decision Making
Key Performance Indicators (KPIs)
• SLA Achievement Rate
• Mail Processing Accuracy
• Accountable Package Delivery Compliance
• Print Production Turnaround Performance
• Imaging Quality & Productivity Metrics
• Customer Satisfaction Scores
• Budget Performance
• Employee Engagement
• Audit & Compliance Results
• Continuous Improvement Savings
SPS Success Profile
The ideal candidate combines the operational discipline required in a financial services environment with a hospitality-focused service philosophy. This leader demonstrates a commitment to white-glove client service, operational precision, proactive communication, and continuous improvement while ensuring all mail, reprographics, and imaging services are delivered securely, accurately, and efficiently
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.
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 form of 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.
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