Client Services Manager

Responsibilities

• 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.

Requirements

• 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
• 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
• Specific office location is near New Rochelle NY.

Benefits

Additional Information

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

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Company Intel

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