XBP Global
Client Experience Manager
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XBP Global is a workflow automation leader that leverages decades of industry experience, global footprint and Agentic AI to rethink business process automation and enable digital transformation for our clients. We are approximately 11,000 professionals strong, present across 20 countries, and support over 2,500 clients worldwide.
About the Role As a Client Experience Manager with a focus on Mailroom Management, you will play a crucial role in ensuring the successful delivery of services to our clients. You will oversee the execution of service delivery processes, manage client relationships, and drive continuous improvement initiatives to enhance service quality and efficiency. This role requires strong leadership skills, effective communication, and a focus on meeting client expectations while adhering to service level agreements (SLAs).
Responsibilities
Understand the business requirements and unique culture of our client’s business
Serve as point of contact for our customer and remote centers
Ensure client service level requirements are met
Develop proactive and corrective action plans to meet the demands of the business
Provide effective communication to direct reports
Partner across our organization to ensure the needs of our client are exceeded
Develop and mentor for individual growth development
Reporting generation and review
Support internal Billing
Remote site management
Key Functions
Ability to manage multiple and diverse services; driving and delivering high levels of client satisfaction
Drive Key Performance Indicators, Service Level Agreements, Metrics, Scorecards, and Cost Savings Initiatives
Support, lead, and manage client initiatives and requirements
Achieve accounts revenue and provide financial oversight (Invoicing, budget attainment and cost controls)
Provide operating expertise and guidance to front‑line associates on matters regarding operations, quality, and customer care.
Ensure quality control measures are correctly developed, implemented and monitored to support operation
Capitalize on new or expanded services opportunities
Support positive and professional work environment through effective coaching and mentoring for the development of staff
Demonstrate commitment to company efforts to achieve a diverse workforce
Sound judgement and logical decision‑making to meet expectations of project scope and deadlines
Contribution and delivery of Quarterly Business Reviews
Qualifications
2‑year college degree or equivalent
Skills
Minimum of 2‑3 years of front‑line management experience
Excellent client services skills in a corporate environment
Experience in mail services and screening a plus
Strong written and oral communication skills
Self‑starter, takes initiative
Strong sense of urgency
Comfortable with technology: Microsoft Office and tracking applications
Supports a team‑based philosophy
Exhibits exceptional decision making and judgement
Multi‑task on several application platforms
The pay range for this position starts at $60,000 annually; however, base pay offered may vary depending on job‑related knowledge, skills, and experience. Bonus opportunities may be provided as part of the compensation package, in addition to a full range of medical, financial, and/or other benefits, dependent on the position offered.
Disclaimer XBP Global recruiters or representatives will only contact you from emails ending with @xbpamericas, @xbpasia, @exelaonline.com, @exelatech.com, @lexicode.com, @rustconsulting.com or @ersgroup.com. We would never ask you for payment or ask you to deposit a cheque into your personal bank account during the recruitment process.
Position Details
Seniority level:
Mid‑Senior level
Employment type:
Full‑time
Job function:
Business Development and Sales
Industries:
Technology, Information and Internet
#J-18808-Ljbffr
XBP Global is a workflow automation leader that leverages decades of industry experience, global footprint and Agentic AI to rethink business process automation and enable digital transformation for our clients. We are approximately 11,000 professionals strong, present across 20 countries, and support over 2,500 clients worldwide.
About the Role As a Client Experience Manager with a focus on Mailroom Management, you will play a crucial role in ensuring the successful delivery of services to our clients. You will oversee the execution of service delivery processes, manage client relationships, and drive continuous improvement initiatives to enhance service quality and efficiency. This role requires strong leadership skills, effective communication, and a focus on meeting client expectations while adhering to service level agreements (SLAs).
Responsibilities
Understand the business requirements and unique culture of our client’s business
Serve as point of contact for our customer and remote centers
Ensure client service level requirements are met
Develop proactive and corrective action plans to meet the demands of the business
Provide effective communication to direct reports
Partner across our organization to ensure the needs of our client are exceeded
Develop and mentor for individual growth development
Reporting generation and review
Support internal Billing
Remote site management
Key Functions
Ability to manage multiple and diverse services; driving and delivering high levels of client satisfaction
Drive Key Performance Indicators, Service Level Agreements, Metrics, Scorecards, and Cost Savings Initiatives
Support, lead, and manage client initiatives and requirements
Achieve accounts revenue and provide financial oversight (Invoicing, budget attainment and cost controls)
Provide operating expertise and guidance to front‑line associates on matters regarding operations, quality, and customer care.
Ensure quality control measures are correctly developed, implemented and monitored to support operation
Capitalize on new or expanded services opportunities
Support positive and professional work environment through effective coaching and mentoring for the development of staff
Demonstrate commitment to company efforts to achieve a diverse workforce
Sound judgement and logical decision‑making to meet expectations of project scope and deadlines
Contribution and delivery of Quarterly Business Reviews
Qualifications
2‑year college degree or equivalent
Skills
Minimum of 2‑3 years of front‑line management experience
Excellent client services skills in a corporate environment
Experience in mail services and screening a plus
Strong written and oral communication skills
Self‑starter, takes initiative
Strong sense of urgency
Comfortable with technology: Microsoft Office and tracking applications
Supports a team‑based philosophy
Exhibits exceptional decision making and judgement
Multi‑task on several application platforms
The pay range for this position starts at $60,000 annually; however, base pay offered may vary depending on job‑related knowledge, skills, and experience. Bonus opportunities may be provided as part of the compensation package, in addition to a full range of medical, financial, and/or other benefits, dependent on the position offered.
Disclaimer XBP Global recruiters or representatives will only contact you from emails ending with @xbpamericas, @xbpasia, @exelaonline.com, @exelatech.com, @lexicode.com, @rustconsulting.com or @ersgroup.com. We would never ask you for payment or ask you to deposit a cheque into your personal bank account during the recruitment process.
Position Details
Seniority level:
Mid‑Senior level
Employment type:
Full‑time
Job function:
Business Development and Sales
Industries:
Technology, Information and Internet
#J-18808-Ljbffr