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.

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.

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. 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 C-level and highly influential clients. Expertise diffusing and creating solutions to client service matters. Technology- Has a strong understanding of technology utilized in managed services, embraces, and implements technology and efficiency where possible.

Executive level communication skills- Has highly developed skills presenting to clients, preparing presentations, and leading teams to success! Highly developed people skills with expertise in creating a top tier work environment where employees are highly engaged.

Qualifications

and Education

Requirements

: Bachelor’s Degree or higher preferred. Minimum of 8-10+ years of experience in high-level relationship building and operational management. Previous multi-site management experience is highly preferred since this position may oversee employee organizations of 100+ employee based in multiple locations.

Program/Project Management experience is a plus. Proven ability to successfully coach/train/mentor front line managers and staff. Ability to build business relationships and interact effectively with “C” level executives.

A strong understanding of P L management, finance, managing budgets and working in a customer metrics driven environment. Previous experience partnering with HR/Recruiting/Training/Finance and senior leadership to ensure SLAs are met. Must have experience managing exempt level direct reports and overseeing a large people organization Solid understanding of selling skills.

Exceptional computer skills. Industry related experience a plus. Driven by client satisfaction, with proven track record of diplomacy and ownership.

Strong integrity, solid business ethics.