Client Service Manager
Client Service Manager
📍 Pittsburgh
On-site
The Client Service Manager (Lockbox)) is responsible for overseeing on-site operations, leading teams, and serving as the primary point of contact for the client. This role ensures exceptional service delivery, strong client relationships, operational efficiency, and compliance with company policies and contractual requirements.
The Client Service Manager (Lockbox) will play a crucial role in ensuring the smooth and efficient operation of lockbox processing, driving continuous improvement, and maintaining strong client and vendor relationships
What You'll Do:
Lead and manage daily lockbox processing activities
Responsible for achieving contractual business results
Provide leadership over daily production results
Tracking programs to monitor departmental goals and provide trend analysis to management
Ensure adherence to company quality standards and continuous improvement initiatives
Hold weekly team meetings/Huddles
Enable Change - Takes action to drive change and innovation that will transform our business
Takes personal ownership to deliver results. Empowers and trusts others in decision making
Succession planning is critical to success
Lead by example
Team Leadership:
Responsible for evaluating and improving employee performance to foster a high-performing team
Manage individual and departmental goals
Provides coaching and development to supervisors and their team members
Hold the group accountable to operations goals
Continuous Improvement:
Ensures that required system performance, turnaround time, and service levels are achieved
Act as an escalation point for the Client Service team
Client Service:
Ensures that required system performance, turnaround time, and service levels are achieved
Act as an escalation point for the Client Service team
Standard Operating Procedures:
Maintain/update comprehensive process documentation to support operational transparency and consistency
Incident Reporting:
Handle incident reporting, including root cause analysis, to ensure timely and effective resolution of issues
Testing and Analysis:
Conduct regression testing to ensure system stability post-change.
What We're Looking For:
High School Diploma or equivalent required.
5+ years of experience in operations management and client relationship management.
Previous experience leading teams of 5–10 employees or more.
Strong computer skills and business acumen.
Experience in a service-driven or facilities management environment is preferred.
Success in This Role
A successful Client Service Manager consistently delivers outstanding client experiences, achieves operational and financial goals, develops high-performing teams, and ensures all contractual service expectations are met or exceeded.
Travel: Some local travel is required for this position. Approximately up to 25%.
Other Duties: This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
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
$80,000—$90,000 USD