Director, Operations

Job Title: Client Director

Reports To: The Client Director will report to the Managing Vice President, or equivalent leadership.

Job Overview:

The Client Director is responsible for the operational and financial health of highly visible clients, and provide solutions for all client, site management and staff issues. 

Duties and Responsibilities:

• Responsible for both the operational and financial health of highly visible clients.
• Establish and maintain accountability with all leaders in their organization.
• Main point of contact/liaison between SPS and highly influential clients.
• Nurtures a strong relationship with sales and other teams as an effort to help grow and move the business forward (i.e. in some cases, helps to identify new business to add-on opportunities which may include participating in RFP/sales presentations).
• Interface with SPS executive leadership on key decisions.
• Solutions all client, site management and site staffer issues.
• Effectively coach/train/mentor subordinate leaders to ensure succession plans.
• Standardize policies and procedures including statistical monthly reporting and benchmarks.
• Coordinate, implement and oversee any special projects specific to the client/operation.
• Maintain communication with the COO regarding the operation.
• Assist with employee relations concerned, and make determinations with other appropriate parties (such as Human Resources) on performance management issues.
• May conduct contract renewal negotiations in partnership with Sales.
• Coordinate and handle vendor negotiations.
• Manage site proformas in terms of hours, gross margin spread, profitability and growth.

• Lead account reviews with clients.

Competencies:

• Background in managing a large people organization/region employees.
• Proven ability to thrive in high growth environments.
• Strategically plans and executes key business objectives.
• A direct or relatable background to Managed Services (i.e. Worked for a Vendor/Service Provider or BPO organization).
• Industry Specific Expertise: Mass Mail Processing/Shipping/Receiving, Document Printing/Scanning, Warehouse Management, Records Management.
• Driven by implementing efficiency, technology, and process improvement.
• Has strategic vision and able to execute a plan to success.
• Ability to interact effectively and build strong relationships with