---
title: 'Client Services Manager at SPS-North America'
canonical: 'https://feeny.ai/job/client-services-manager-sps-north-america-new-york-new-york-ppt9fq62bhfy'
type: 'job'
last_seen: '2026-09-25'
---

# Client Services Manager at SPS-North America

- **Company:** SPS-North America
- **Location:** New York New York, United States
- **Compensation:** $90k–$100k
- **Posted:** 2026-09-23
- **Last confirmed live:** 2026-09-25
- **Apply:** https://job-boards.greenhouse.io/spsnorthamerica/jobs/5433623008

## Job description

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.

Pay Range $90,000—$100,000 USD

## 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.

To view our privacy policy, click on the link below: [Data Privacy Statement](https://www.spsglobal.com/en/data-privacy-other)

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 your 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.

## About SPS-North America

## Company Overview
- **One-liner**: SPS-North America provides intelligent automation, mailroom management, front office services, and document processing outsourcing solutions to enterprise clients.
- **Entity Type**: Private (owned by AS Equity Partners, acquired from Swiss Post)
- **Headquarters**: New York, New York, United States (North America HQ); Global HQ in Zurich, Switzerland
- **Founded**: 2007 (as a unit of Swiss Post)
- **Founders**: Not publicly available

## Core Business
- Primary industry/industries: Business Process Outsourcing (BPO), Intelligent Automation, Document Management, Facilities Management
- Target customers: B2B, Enterprise (Fortune 500 companies in banking, insurance, legal, higher education, advertising, and professional services)
- Mission or purpose: "Unlocking the power of possibility for businesses and the people they serve."

## Products & Services
For each major offering:
- **Mailroom Management (Physical & Digital)**: End-to-end mail processing, digitization, and distribution services.
- **Front Office Services**: Reception, lobby concierge, and conference room management.
- **Intelligent Document Processing (IDP)**: Automated data extraction and document classification using leading-edge technologies (including GenAI).
- **Digital Transformation Solutions**: Consulting and implementation of automation, AI, and workflow-based tracking to enhance efficiency.
- **Copy, Print & Document Services**: On-site printing, scanning, and document warehousing.
- **Courier & Shipping Services**: On-site and route driver services for document and package delivery.

## Market Standing
- **Valuation/Market Cap**: Not disclosed
- **Key Metric**: Nearly 8,500 employees globally; operations in more than 20 countries.
- **Notable Investors/Partners**: AS Equity Partners (current owner); previously a division of Swiss Post.
- **Growth Signals**: Maintains a Net Promoter Score of 80 and a contract renewal rate over 95%. Expanded from document management into broader intelligent automation and digital transformation services. Operates in 22+ countries with 30+ languages.

## Competitive Advantages
- **Global Scale with Local Delivery**: Operates in 20+ countries including the US, Europe, and Asia, offering onshore, nearshore, and offshore delivery models.
- **High Client Retention**: Over 95% contract renewal rate and world-class NPS of 80 indicate strong client satisfaction.
- **Swiss Heritage**: Branded with Swiss quality, reliability, and precision in its DNA.
- **Technology-Led Approach**: Combines people, processes, and the latest technology (GenAI, automation, Lean/Six Sigma) to drive digital transformation for clients.

## Strategic Focus
- **Intelligent Automation Expansion**: Moving beyond traditional mailroom and document management into AI-powered process automation and digital transformation.
- **North American Growth**: Actively hiring across multiple US cities (New York, Seattle, San Francisco, Chicago, Austin, Pittsburgh, etc.) for client-facing and operational roles.
- **Innovation Culture**: Investing in GenAI and continuous improvement methodologies (Lean, Six Sigma) to stay competitive.

## Why Work Here
- **Career Growth**: Opportunities to learn new skills and advance into management, sales, IT, finance, and operations roles.
- **Learning & Development**: Promotes a culture of learning with training programs and development resources.
- **Recognition Programs**: Monthly and quarterly top performer recognition; annual global awards for individual and team achievements.
- **Comprehensive Benefits (Full-Time)**: Medical, Dental, Vision, HSA/FSA, Commuter Benefits, 401k with matching, Life Insurance, Short & Long Term Disability, Pet Insurance, Legal Program, Identity Theft Protection, and more.
- **Work Environment**: Modern and welcoming; hybrid and remote roles available (e.g., remote Account Executive positions).
- **Diversity & Inclusion**: Committed to equal employment opportunity and fostering a culture of access, inclusion, equity, and diversity.
- **Global Community**: Nearly 8,500 colleagues across 20+ countries, offering a chance to build an international network.

## Sources
1. [SPS Global Careers Page](https://www.spsglobal.com/en/careers)
2. [SPS North America Greenhouse Job Board](http://job-boards.greenhouse.io/spsnorthamerica)
3. [SPS Global About Page](https://www.spsglobal.com/en/node/537)
4. [Bloomberg Company Profile](https://www.bloomberg.com/profile/company/3461697Z:US)

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