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About the Role

The Account Director is responsible for the overall operational, financial, and client relationship management of a highly visible banking/financial services account with multiple locations. This position serves as the primary liaison between SPS and the client, providing strategic leadership and oversight across all assigned locations while ensuring consistent service delivery, operational excellence, financial performance, and client satisfaction.

Responsibilities

Manage the operational and financial health of a complex, multi-location banking/financial services account.
Establish and maintain accountability with leaders across the account and assigned locations.
Serve as the primary point of contact and liaison between SPS and influential client stakeholders.
Develop and maintain strong executive-level client relationships and act as a trusted strategic partner.
Provide leadership and oversight across multiple locations, ensuring consistent execution of operational standards, service levels, policies, and procedures.
Partner with SPS Sales and internal teams to strengthen client relationships, identify service expansion opportunities, and support account growth.
Interface with SPS executive leadership on key operational, financial, client, and strategic decisions.
Resolve client, site management, and site staff issues through problem-solving, escalation management, and collaboration.
Lead account reviews, business reviews, and performance discussions with client leadership.
Standardize policies, procedures, operating practices, reporting, and performance benchmarks across assigned locations.
Coordinate, implement, and oversee special projects and strategic initiatives.
Maintain regular communication with the COO and SPS leadership regarding account performance, operational matters, risks, and opportunities.
Partner with Human Resources and stakeholders regarding employee relations, performance management, staffing, and organizational matters.
Coach, train, and mentor subordinate leaders to build a high-performing organization and support succession planning.
Participate in contract renewal negotiations and commercial discussions.
Coordinate and manage vendor relationships and negotiations.
Manage site and account proformas, including labor hours, gross margin, profitability, cost control, and growth.
Monitor account financial performance, identify cost savings and productivity improvement opportunities, and ensure financial objectives are met.
Ensure client service levels, KPIs, SLAs, quality standards, and operational objectives are consistently achieved across all locations.
Identify and implement opportunities for efficiency, technology adoption, process improvement, and service enhancement.
Travel to client locations as needed to provide operational oversight, leadership, and client support.

Requirements

Proven background managing a large, multi-site people organization, preferably within a banking, financial services, managed services, BPO, or similar environment.
Proven ability to lead complex operations and thrive in high-growth and highly service-oriented environments.
Strategically plans and executes key business objectives across multiple locations.
Direct or relatable background in Managed Services, including experience working for a vendor, service provider, BPO, or similar organization.
Industry-specific expertise in areas such as mail processing, shipping/receiving, document printing/scanning, warehouse management, records management, office services, or related workplace services.
Driven by implementing efficiency, technology, process improvement, and operational best practices.
Demonstrates strategic vision with the ability to develop and execute plans that deliver measurable results.
Ability to interact effectively with and build strong relationships with C-level and highly influential client executives.
Demonstrated expertise in resolving complex client service matters and developing effective solutions.
Strong understanding of technology utilized in managed services and demonstrated ability to identify and implement technology-enabled efficiencies.
Executive-level communication skills, including the ability to present to senior clients, prepare executive presentations, lead business reviews, and communicate effectively with diverse stakeholders.
Highly developed leadership and people skills, with the ability to create a high-performing, engaged, and accountable work environment.
Strong business acumen with demonstrated ability to balance client service, operational performance, employee engagement, and financial objectives.
Proven ability to successfully coach, train, and mentor frontline managers and staff.
Ability to build strong business relationships and interact effectively with C-level executives and senior client stakeholders.
Strong understanding of P&L management, financial performance, budgeting, forecasting, and operating in a customer and metrics-driven environment.
Previous experience partnering with HR, Recruiting, Training, Finance, Operations, Sales, and senior leadership to achieve business objectives and ensure SLAs are met.
Experience managing exempt-level direct reports and overseeing a large, geographically dispersed organization.
Solid understanding of business development and selling skills.
Exceptional computer and technology skills.
Driven by client satisfaction, with a proven track record of diplomacy, accountability, and ownership.
Strong integrity and solid business ethics.
Strong team approach to account management and cross-functional leadership.
Creative and strategic thinker with strong execution and performance orientation.
Required to maintain an overall professional appearance and attitude.
Adhere to all policies and procedures required.

Skills

Client Relationship Management
Operational Leadership
Managed Services
Financial Management
Strategic Planning
Team Leadership
Problem-Solving
Communication
P&L Management
Business Development
Technology Implementation
Process Improvement
Vendor Management
Performance Management

Location

New York City

Work Type

Onsite
Hybrid

Experience Level

8-10+ years of experience in high-level client relationship management, operational leadership, and/or managed services
Previous multi-site management experience is highly preferred, particularly experience overseeing employee organizations of 100+ employees across multiple locations.
Experience managing a complex banking, financial services, or similarly highly regulated client environment is strongly preferred.

Education Level

Bachelor’s Degree or higher preferred

Salary/Compensations

$155,000—$165,000 USD

Benefits

Career Growth opportunities
Learning & Development programs
Talent recognition programs
Paid Time Off (80 hours/calendar year for full time)
Bonuses for employee and client referrals
Medical, Dental, Vision insurance
HCFSA, DCFSA, HSA
Commuter Transit and Parking Pre-Tax Plans
Supplemental Life Insurance
Accident Insurance
Critical Illness Insurance
Hospital Indemnity Insurance
Legal Program
Identify Theft Protection
Pet Discounts
Pet Insurance
Group Home and Auto Insurance
EAP (Employee Assistance Program)
Short Term Disability insurance
Life Insurance
Education Discounts
401k with matching
Entertainment Discounts

About the Company

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.

Equal Opportunity

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.
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.