Account Director

About this role

Job Title: Account Director

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

Job Overview:

The Account Director is responsible for the overall operational, financial, and client relationship management of a highly visible banking/financial services account with multiple locations . This position serves as the primary liaison between SPS and the client, providing strategic leadership and oversight across all assigned locations while ensuring consistent service delivery, operational excellence, financial performance, and client satisfaction.

The Account Director will be based on site in New York City and will require up to 50% travel to support the client's multiple locations and operational needs.

Duties and Responsibilities:

• Responsible for the overall operational and financial health of a complex, multi-location banking/financial services account.

• Establish and maintain accountability with all leaders across the account and assigned locations.

• Serve as the primary point of contact and liaison between SPS and highly influential client stakeholders.

• Develop and maintain strong executive-level client relationships and serve as a trusted strategic partner to the client.

• Provide leadership and oversight across multiple locations, ensuring consistent execution of operational standards, service levels, policies, and procedures.

• Partner closely with SPS Sales and other internal teams to strengthen the client relationship, identify opportunities for additional services, and support account growth, including participation in RFPs and sales presentations as appropriate.

• Interface with SPS executive leadership on key operational, financial, client, and strategic decisions.

• Resolve client, site management, and site staff issues through effective problem-solving, escalation management, and collaboration.

• Lead account reviews, business reviews, and performance discussions with client leadership.

• Standardize policies, procedures, operating practices, reporting, and performance benchmarks across assigned locations.

• Coordinate, implement, and oversee special projects and strategic initiatives specific to the client and account operations.

• Maintain regular communication with the COO and SPS leadership regarding account performance, operational matters, risks, and opportunities.

• Partner with Human Resources and other appropriate stakeholders regarding employee relations, performance management, staffing, and organizational matters.

• Effectively coach, train, and mentor subordinate leaders to build a high-performing organization and support succession planning.

• May participate in contract renewal negotiations and commercial discussions in partnership with Sales.

• Coordinate and manage vendor relationships and negotiations as appropriate.

• Manage site and account proformas, including labor hours, gross margin, profitability, cost control, and growth.

• Monitor account financial performance, identify opportunities for cost savings and productivity improvements, and ensure financial objectives are achieved.

• Ensure client service levels, KPIs, SLAs, quality standards, and operational objectives are consistently achieved across all locations.

• Identify and implement opportunities for efficiency, technology adoption, process improvement, and service enhancement.

• Travel to client locations as needed to provide operational oversight, leadership, and client support.

Competencies:

• Proven background managing a large, multi-site people organization, preferably within a banking, financial services, managed services, BPO, or similar environment.

• Proven ability to lead complex operations and thrive in high-growth and highly service-oriented environments.

• Strategically plans and executes key business objectives across multiple locations.

• Direct or relatable background in Managed Services, including experience working for a vendor, service provider, BPO, or similar organization.

• Industry-specific expertise in areas such as mail processing, shipping/receiving, document printing/scanning, warehouse management, records management, office services, or related workplace services.

• Driven by implementing efficiency, technology, process improvement, and operational best practices.

• Demonstrates strategic vision with the ability to develop and execute plans that deliver measurable results.

• Ability to interact effectively with and build strong relationships with C-level and highly influential client executives.

• Demonstrated expertise in resolving complex client service matters and developing effective solutions.

• Strong understanding of technology utilized in managed services and demonstrated ability to identify and implement technology-enabled efficiencies.

• Executive-level communication skills, including the ability to present to senior clients, prepare executive presentations, lead business reviews, and communicate effectively with diverse stakeholders.

• Highly developed leadership and people skills, with the ability to create a high-performing, engaged, and accountable work environment.

• Strong business acumen with demonstrated ability to balance client service, operational performance, employee engagement, and financial objectives.

Qualifications and Education Requirements:

• Bachelor’s Degree or higher preferred.

• Minimum of 8-10+ years of experience in high-level client relationship management, operational leadership, and/or managed services.

• Previous multi-site management experience is highly preferred , particularly experience overseeing employee organizations of 100+ employees across multiple locations.

• Experience managing a complex banking, financial services, or similarly highly regulated client environment is strongly preferred.

• Program/Project Management experience is a plus.

• Proven ability to successfully coach, train, and mentor frontline managers and st

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