Client Service Manager

Location: West Columbia Job Type: Full-Time

Position Summary

We are seeking an experienced Client Service Manager to lead daily operations supporting mail services, logistics, indexing, imaging, records management, and workplace experience . This leadership role is responsible for driving operational excellence by managing production teams, ensuring contractual service levels are achieved, fostering a culture of accountability, and delivering an exceptional client experience.

The ideal candidate is a hands-on operations leader with strong people management skills, a continuous improvement mindset, and the ability to manage high-volume production environments while building high-performing teams. This role serves as the primary escalation point for operational issues and partners closely with clients and internal stakeholders to ensure service excellence.

Key Responsibilities

Operations Leadership

• Lead and manage the daily operations of mail, logistics, indexing, imaging, and records management services.
• Provide leadership and direction to production staff to ensure daily operational goals, quality standards, and service level agreements (SLAs) are consistently achieved.
• Manage workflow, staffing, and resource allocation to maximize productivity and operational efficiency.
• Monitor operational performance, turnaround times, and productivity metrics while identifying opportunities for continuous improvement.
• Ensure compliance with company policies, client requirements, and operational procedures.

Team Leadership & Development

• Lead, coach, mentor, and develop supervisors and production staff to build a high-performing team.
• Establish clear performance expectations and hold employees accountable for operational results.
• Conduct regular performance evaluations, provide coaching, and implement development plans.
• Lead weekly team meetings and operational huddles to communicate priorities, recognize achievements, and drive engagement.
• Develop succession plans and cultivate future leaders within the organization.
• Foster a culture of accountability, collaboration, innovation, and continuous improvement.

Client Service & Continuous Improvement

• Serve as the primary escalation point for client service issues and operational concerns.
• Build strong relationships with clients by delivering exceptional service and proactively resolving issues.
• Drive continuous improvement initiatives that enhance quality, efficiency, and customer satisfaction.
• Lead operational change initiatives that improve business processes and support organizational growth.
• Take ownership of achieving contractual commitments, operational KPIs, and financial objectives.

Process & Quality Management

• Maintain and update operational documentation, standard operating procedures (SOPs), and process workflows.
• Ensure compliance with quality standards, regulatory requirements, and internal controls.
• Conduct root cause analysis and incident investigations to identify corrective and preventive actions.
• Participate in regression testing and validation activities following system enhancements or operational changes.
• Support new client implementations and operational transitions as required.

Required Qualifications

• Minimum 5 years of operations leadership experience in a supervisory, management, or similar leadership role.
• Experience managing high-volume production, mail services, logistics, records management, financial operations, or business process outsourcing environments.
• Proven ability to lead, coach, and develop high-performing teams.
• Strong understanding of SLA management, quality assurance, productivity metrics, and continuous improvement methodologies and comfort building and participating in Quarterly Business Reviews.
• Experience managing employee performance, conflict resolution, and team development.
• Strong analytical, organizational, and problem-solving skills.
• Excellent verbal and written communication skills.
• Proficiency with Microsoft Office Suite, including Excel, Outlook, PowerPoint, and Power BI .
• Ability to work flexible schedules, including weekends and holidays, to support client processing requirements.
• Ability to lift up to 40 pounds .

Preferred Qualifications

• Experience within financial services, document processing, records management, mail operations, business process outsourcing (BPO) , or workplace experience environments.
• Experience with imaging, document management, workflow, and tracking software.
• Knowledge of network systems, business applications, and production support environments.
• Experience supporting system implementations, process improvements, or new business transitions.
• Lean, Six Sigma, or continuous improvement experience is a plus.

Core Competencies

• Operations Leadership
• Client Relationship Management
• Team Leadership & Employee Development
• Performance Management
• Continuous Improvement
• Change Management
• SLA & KPI Management
• Production & Workflow Management
• Quality Assurance
• Problem Solving & Root Cause Analysis
• Process Documentation
• Communication & Collaboration
• Accountability & Results Orientation

Why Join Us?

This is an excellent opportunity to join a dynamic organization where you'll play a key leadership role in driving operational excellence, developing high-performing teams, and delivering exceptional client service. You'll have the opportunity to influence process improvements, lead change initiatives, and make a meaningful impact on business performance while supporting a collaborative and customer-focused culture.

Other Duties:

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