Client Services Manager

SUMMARY:  The Client Services Manager is responsible for ensuring and improving the performance, productivity, efficiency and profitability of departmental and organizational operations through the provision of effective methods and strategies.

This position requires interface with clients, custodians, staff, vendors, potential employees and upper management.  Must be able to multi-task among clients, staff, telephones and computer.

Must possess the ability to prioritize tasks in order of importance and coordinate work according to strict deadlines and protocol.

 

 

Essential Functions: 

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


* Manage team members in meeting goals and metrics.

Manage team members, primarily Account Managers (AM) and Record Support Specialists and their daily responsibilities.


* Manage Account/Client services by organizing AM and RSS operations and procedures including timecard approval, daily correspondence, designing protocol systems and assigning and monitoring clerical functions and workflow through the department.



* Designs and implements AM and RSS policies by establishing standards and procedures; measuring results against standards; making necessary adjustments.


* Improve processes and policies in support of Departmental and Organizational goals.

Formulate and implement departmental policies and procedures to maximize output.

Monitor adherence to rules, regulations, policies, and procedures.


* Keeps management informed by reviewing and analyzing special reports; summarizing information; identifying trends.


* Maintains and ensures adequate office staff by recruiting, selecting, orienting, and training employees.


* Organize recruitment and placement of required staff.

 Establish organizational structures.

Delegate tasks and distribute work proportionately.


* Maintains AM and RSS office staff job results by coaching, counseling, and disciplining employees, planning, monitoring, and appraising job results.


* Monitor performance and implement improvements.

Ensure quality of services.

Manage quality and quantity of employee productivity.



* Manage client support.

Assist with Sales/Marketing team to plan and support sales and marketing activities.



* Liaison with top management.

Assist in the development of strategic plans for operational activity.

Implement and manage operational plans.


* Manage client concerns and validate client satisfaction.


* Analyze caseloads to improve internal guidelines/procedures to ensure client satisfaction.


* Any other duties of a similar or lesser nature as required.

 

 

 

COMPETENCIES, SKILLS AND ABILITIES


* Flexible schedule and available to work additional hours as needed.


* Exceptional organizational, project management, written and verbal communication skills.


* Strong ability to manage multiple tasks, prioritize del...