CLIENT SERVICE MANAGER

Mailroom & Reprographics Operations – Financial Institution

ABOUT THE ROLE

The Client Service Manager (CSM) is responsible for managing day-to-day on-site operations for a financial institution, with direct oversight of mailroom, shipping/receiving, courier, and reprographics/document production services. This role leads the on-site team, manages the client relationship, and ensures secure, accurate, timely, and professional service delivery in a highly regulated environment.

The CSM serves as the primary day-to-day client contact and is accountable for operational performance, employee development, service quality, risk controls, continuous improvement, and the responsible use of technology—including artificial intelligence (AI), automation, and intelligent document processing—to improve workflows while protecting confidential client information.

WHAT YOU'LL DO

CLIENT & OPERATIONS

• Serve as the primary point of contact for the client and build strong relationships with client stakeholders, employees, vendors, and leadership.
• Oversee daily mailroom and reprographics operations, including inbound/outbound mail, accountable and registered mail, interoffice distribution, package handling, shipping/receiving, courier coordination, print/copy/scan, binding, finishing, and document production.
• Maintain service standards appropriate for a financial institution, with strong attention to confidentiality, chain of custody, information security, records handling, and business continuity.
• Respond to client requests, concerns, and escalations; identify root causes and implement practical, sustainable solutions.
• Conduct regular site walkthroughs and quality checks to monitor service delivery, workflow, equipment, security practices, and team performance.
• Coordinate special projects, high-priority document production, executive requests, moves, events, and client initiatives.
• Identify opportunities to improve processes, turnaround times, quality, cost, sustainability, and the overall client experience.

MAILROOM & LOGISTICS MANAGEMENT

• Manage receipt, sorting, tracking, routing, and secure delivery of physical mail and packages, including time-sensitive and accountable items.
• Ensure shipping and courier processes follow client procedures, carrier requirements, and established chain-of-custody controls.
• Oversee mail screening, undeliverable mail, returned mail, address management, supply levels, postage usage, and related operational records.
• Maintain accurate logs and reporting for packages, accountable mail, service requests, incidents, and exceptions.
• Support emergency, business-continuity, and alternate-delivery procedures when normal mail or logistics operations are disrupted.

REPROGRAPHICS & DOCUMENT PRODUCTION

• Manage reprographics and document production services, including high-volume copying, digital printing, scanning, finishing, binding, presentation materials, and other client document requests.
• Prioritize production work based on deadlines, sensitivity, volume, and client requirements while maintaining quality-control standards.
• Oversee print-room equipment, preventive maintenance, vendor service calls, consumables, inventory, and equipment uptime.
• Ensure confidential and sensitive documents are produced, handled, stored, and disposed of according to client security and information-handling requirements.
• Track production volumes, turnaround times, rework, waste, and equipment utilization to identify service and cost improvements.

AI, AUTOMATION & DIGITAL WORKFLOW

• Apply practical knowledge of AI, automation, and intelligent document processing to identify opportunities to streamline mailroom and reprographics workflows.
• Support or lead approved use cases such as document classification, data extraction, routing, indexing, workflow triage, service analytics, knowledge support, and operational reporting.
• Use AI-enabled tools responsibly and only within client-approved platforms, security controls, data-governance requirements, and acceptable-use policies.
• Partner with client technology, information security, compliance, and operational teams when evaluating or implementing AI-enabled process improvements.
• Measure the impact of automation and AI initiatives through service quality, cycle time, productivity, error reduction, and client experience metrics.
• Coach employees on approved digital tools and reinforce that confidential, proprietary, personal, or regulated information must not be entered into unapproved AI systems.

TEAM LEADERSHIP

• Lead, coach, and develop the on-site mailroom and reprographics team, including supervisors and other direct reports.
• Oversee staffing, schedules, coverage, time off, cross-training, succession planning, and workload balancing.
• Set clear expectations, goals, responsibilities, and service standards for team members.
• Provide onboarding, training, coaching, feedback, recognition, performance evaluations, and corrective action when required.
• Build a positive, safe, professional, client-focused culture with strong accountability and attention to detail.

FINANCIAL & PERFORMANCE MANAGEMENT

• Monitor site budgets, payroll, billing, expenses, profitability, forecasting, and cost-control opportunities.
• Track and report KPIs, SLAs, service volumes, turnaround times, quality measures, client requests, and operational trends.
• Ensure contractual requirements and client performance goals are consistently met or exceeded.
• Monitor client and employee satisfaction and participate in monthly and quarterly business reviews.
• Manage vendors and suppliers and ensure they meet service, security, financial, and client requirements.

COMPLIANCE & RISK MANAGEMENT

• Follow all company policies, client procedures, contractual requirements, and site-specific security protocols.
• Operate with heightened awareness of confidentiality, privacy, records management, access control, fraud prevention, and operational risk within a financial-services environment.
• Document and promptly report incidents, security concerns, service failures, data breaches, lost or misdirected items, and other exceptions.
• Maintain appropriate employee, operational, training, quality, security, and compliance documentation.
• Support applicable workplace safety and equal-employment requirements and maintain a safe operating environment.

WHAT YOU BRING

• High School Diploma or equivalent required; associate or bachelor's degree in business, operations, management, technology, or a related field preferred.
• 5+ years of experience in client service, operations, facilities/business services, or relationship management, including hands-on experience supporting mailroom and reprographics/document production operations.
• Previous management or supervisory experience, including responsibility for staffing, coaching, performance, and service delivery.
• Experience leading a team of approximately 5–10 employees or a similarly sized on-site operation.
• Experience working in a financial institution, banking, insurance, investment, legal, or other highly regulated and confidentiality-sensitive environment strongly preferred.
• Working knowledge of mail distribution, shipping/receiving, courier services, package tracking, postage systems, and accountable-mail processes.
• Working knowledge of reprographics, high-volume print/copy/scan workflows, finishing, production scheduling, quality control, and print-room equipment.
• Demonstrated experience using AI-enabled tools, workflow automation, intelligent document processing, or related digital technologies to improve business processes.
• Understanding of responsible AI use, data privacy, information security, and the need to use only client-approved tools and workflows when handling sensitive information.
• Strong customer service, relationship-building, communication, problem-solving, and decision-making skills.
• Ability to manage multiple priorities and escalations in a fast-paced, high-accountability environment.
• Strong organizational skills, attention to detail, and a professional, dependable, solutions-oriented approach.
• Comfort working with client stakeholders, senior-level leaders, technology teams, vendors, and compliance/security partners.
• Proficiency with Microsoft 365 and operational reporting tools; experience with mail tracking, print management, ticketing/workflow, analytics, or similar platforms preferred.

PHYSICAL REQUIREMENTS

• Ability to lift and move 40 lbs. or more frequently.
• Ability to push or pull packages on a wheeled cart with loads up to 60 lbs.
• Ability to walk, stand, bend, kneel, and sit for extended periods.
• Ability to operate standard office, mailroom, shipping, and reprographics equipment.

TRAVEL

Local travel may be required, up to 25%, depending on client and business needs.

ADDITIONAL INFORMATION

This job description outlines the primary responsibilities of the position but is not intended to be an exhaustive list. Duties and responsibilities may change based on business, client, technology, regulatory, and operational needs.