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Are you motivated by enhancing performance, exceeding client expectations, and building strong customer relationships? Check out the job below for more information! Who are we? SPS is a global leader in Business Process Outsourcing (BPO), headquartered in Switzerland with operations worldwide. We partner with organisations across a wide range of industries to deliver smart, scalable onsite support and back-office solutions that drive efficiency and impact.Known for our innovation, agility and commitment to service excellence, SPS continues to redefine what’s possible in the world of BPO—helping clients stay ahead in an ever-evolving business landscape.Equal Opportunities at SPSWe are proud of the progress we've made in building a truly inclusive workplace where Equal Opportunity is more than a principle, it’s a commitment in action. We have an ambitious equality, diversity and inclusion approach recognising that a more diverse workforce creates a richer and more varied working environment. Diversity drives innovation and enables us to deliver the highest quality service to our clients.As part of our commitment to engage positively and proactively with all our employees and to ensure an inclusive culture, we have a growing range of employee led networks that support and amplify underrepresented voices across the business, including our Women and Gender Equality Network, LGBTQIA+ community, Neurodiversity and Disability Network, Wellbeing Group, Origins Network (focusing on race, ethnicity, religion and culture), Menopause Group, Domestic Abuse Support Network and Men’s Group. These initiatives are driving meaningful change, fostering awareness and helping create an environment where all our people can thrive and contribute with confidence.We welcome and encourage applications from people of all backgrounds and are committed to building a diverse and inclusive workforce that reflects the communities we serve.We are proud to be a Disability Confident employer. All applicants with a disability who fulfil the role criteria will be progressed to the next stage of the process. Please let us know what reasonable adjustment, if any, you require.Job PurposeAs the Senior Client Services Manager at SPS, you will play a pivotal role in ensuring the seamless delivery of services, continuous improvement in operational performance, high client satisfaction, and effective team leadership. Acting as the right hand to the Key Account Manager, you will help lead day-to-day operations, drive engagement with key client stakeholders, and support the development of a high-performing team.Duties and Responsibilities:Operational ManagementOversee the day-to-day delivery of SPS services and technologies, including mailroom, print, and document operations, ensuring compliance with SLAs and KPIs.Monitor workflows, resource allocation, and productivity to maintain optimal performance.Identify and implement process improvements to enhance efficiency and reduce operational risk.Maintain robust documentation of processes, procedures, and business continuity plans.Client Relationship ManagementAct as the primary point of contact for client communications and escalations.Build and maintain strong relationships with client stakeholders, ensuring high levels of satisfaction.Support the Key Account Manager by participating in client reviews and contributing to service reports, issue resolution, and feedback collection.Team Leadership & People DevelopmentSupervise and support onsite teams, ensuring they are motivated, well-trained, and consistently meeting performance standards.Deliver coaching, training, and development opportunities to foster a culture of accountability and continuous improvement.Lead performance management activities, including one-to-ones, appraisals, and development plans.Manage team scheduling, shift coverage, and adherence to SOPs.Compliance & ReportingEnsure compliance with SPS policies, client procedures, and regulatory requirements.Support accurate and timely reporting on operational performance, including KPIs, SLAs, incidents, and audits.Assist in the management of risk assessments and incident investigations.Project & Change ManagementContribute to the implementation of new services and operational change initiatives.Collaborate with internal departments such as IT, Logistics, and HR to ensure smooth service delivery.Support the onboarding process for new employees and services.Client Engagement & Strategic SupportEngage with clients to understand their evolving needs and align SPS services accordingly.Proactively identify opportunities for service enhancement and account development.Support innovation initiatives and continuous improvement strategies to add value to the client partnership.Candidate Skills and Experience:Minimum 3 years’ experience in operations or facilities management, preferably in a client-facing roleExperience managing teams in a service delivery environmentCommercial awareness and the ability to align service delivery with client prioritiesResilient, solution-oriented, and able to manage competing priorities under pressureProven people management skills including coaching, mentoring, and performance developmentKnowledge of document services, mailroom operations, or print services is desirableIndustry certifications (e.g., Lean Six Sigma, Facilities Management) are a plusN.B. Some roles within SPS may involve manual handling tasks. While not all positions require this, where such duties are necessary, they will be undertaken in line with an individual’s physical capabilities. If you have a disability or health condition that may affect your ability to perform manual handling tasks, we encourage you to let us know at the interview stage. This will enable us to explore and, where appropriate, implement reasonable adjustments to support you in the role. SPS is committed to providing equal opportunities in all aspects of employment. We welcome applications from individuals regardless of age, disability, gender reassignment, marriage or civil partnership, pregnancy and maternity, race, religion or belief, sex, or sexual orientation in line with the Equality Act 2010. Our commitment to inclusion applies throughout the employment journey, including recruitment, selection, training, progression and pay. SPS Reference: SPS3486Closing Date: 06/06/2025Salary: Up to £49,500