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About the Role

The Client Services Manager leads Mail, Reprographics, Imaging, Digital Mail, and Document Services operations for a high-profile financial services client. This role is the primary onsite operational leader and client partner, ensuring exceptional service delivery, operational excellence, regulatory compliance, and continuous improvement. The position balances client relationship management, operational leadership, financial stewardship, and employee development in a regulated, service-driven environment.

Responsibilities

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.
Direct daily operations for Mailroom Services, Accountable Package Processing, Courier Services, Reprographics & Print Production, Scanning & Imaging Services, Digital Mail Operations, and 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.
Manage departmental budgets, staffing plans, and operational expenses.
Monitor labor utilization and productivity.
Produce monthly operational reports and business reviews.
Identify opportunities to improve efficiency and reduce costs while maintaining service excellence.
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.
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.

Requirements

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 Mail Services, Reprographics, Digital Mail, Imaging Services, Document Management, or Workplace Services.
Minimum 3 years leading teams in a financial services, legal, corporate, or highly regulated environment.
Experience managing client relationships and operational budgets.

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
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

Location

New York, New York, United States

Work Type

On-site
Full-time
Part-time
Contract

Experience Level

5-8+ years of progressive leadership experience
Minimum 3 years leading teams in a financial services, legal, corporate, or highly regulated environment

Education Level

Bachelor's degree preferred in Business Administration, Operations Management, or related field
Equivalent industry experience may be considered

Salary/Compensations

$90,000—$100,000 USD

Benefits

Career Growth opportunities
Learning & Development programs
Talent recognition programs
Paid Time Off (Minimum of 80 hours/calendar year for full time)
Bonuses for employee and client referrals
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
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.

Equal Opportunity

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.
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.