Client Services Manager
Job Description
Office Services Manager (Legal)
đź“Ť White Plains, New York, United States
On-site
The Office Services Manager is responsible for managing a client location, law firm, with on-site staff. The manager will be a highly visible leader and is ultimately responsible for ensuring meets and/or exceeds client expectations.
The manager is responsible for a team providing services in Reception/Concierge, Mail/Shipping/Courier Services, Records, and Administrative support. From a business perspective, the manager is responsible for the effective delivery of those services, providing solutions to customer concerns and partnering with Human Resources to hire staff and effectively manage their teams is critically important.
Reports To: The National Operations Manager
What You'll Do:
- Ensures service delivery excellence.
- Meets all client deadlines.
- Ensures the effective management of all resources within the operation including people, hardware/software and facilities.
- Ensures 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.
- Maintains metrics for monthly reporting of KPIs/SLAs.
- Oversees all equipment, supply and messenger vendors to support client needs.
- Participates in monthly and quarterly client business reviews.
- Establishes and maintains accountability to National Operations Manager.
- 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.
- Demonstrates strict adherence to all policies & procedures.
- Proactively institutes the Governance Model to ensure client satisfaction.
- Standardizes policies and procedures, including statistical monthly reporting and benchmarks.
- Drives operational improvements and solution design.
- Serve as a knowledgeable resource regarding OSHA, EEOC and process for handling complaints.
- Maintains consistent communication with client.
What We're Looking For:
- High School Diploma (or equivalent) required. Bachelor’s Degree preferred.
- Minimum of 7-10+ years of experience in office services/operations leadership supporting a law firm or closely adjacent industry.
- Prior experience managing 10+ employees
- 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.).
- Ability to lift or move 40 lbs. or greater frequently.
Competencies:
- 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.
Travel: N/A
Compensation:
The expected compensation is an estimate, and the final offer will depend on skills, experience, and other job-related factors.
Use of Artificial Intelligence (AI):
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, which does not apply AI in these parts of the hiring process.
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!
- Benefit Offerings: Medical, Dental, Vision, HCFSA, DCFSA, HSA, Commuter Transit and Parking, 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, & Paid Time Off.
- 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 an award-winning employer of choice offering outsourcing solutions that leverage Intelligent Automation (Artificial Intelligence & Robotic Process Automation) in more than 22 countries across the globe. In North America, our services include Mailroom Management (both physical and digital), Office Services such as Reception, Lobby Concierge and Conference Room Management in addition to Document Processing Services utilizing leading edge technologies. Our clients today are companies in sectors such as banking, insurance, legal, higher education, advertising and other professional services, including many Fortune 500 companies. SPS is committed to delivering high caliber outsourcing experience to our clients and offering our employees challenging and exciting career opportunities throughout the North America region and globally. SPS is committed to investing in the professional development of our employees and offers competitive comprehensive benefits and diverse development training programs that lead to building careers.
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.
Applicants are prohibited from using real-time AI (Artificial Intelligence) tools, prompts, scripts, or real-time assistance (including but not limited to chatbots, AI-generated responses, or transcription-based tools) during any and all interviews over any forum or platform.
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.
To view our privacy policy, click on the link below: Data Privacy Statement
Acknowledgement Section: By submitting an application by hitting "Submit Application" you certify that the information contained in this application is true and complete. You attest to the fact that the answers provided are correct to the best of your knowledge and ability. You certify that you have not knowingly withheld any information that might affect my chances for hiring. You understand that any false information or omission (including any misstatement) on this application or on any document used to secure this employment can be grounds for rejection of application or, if you are employed by SPS can be grounds for immediate termination from this company.