Manager of Client Service

Job Description
Job Title: Operations Leader - Client Service & Order Fulfillment (UCC)
Location: Springfield, IL
Monday-Friday 8am-5pm
Department: Operations / Client Services
Job Level: Manager / Senior Manager
Reports To: UCC Fulfillment / Client Services Leadership
Position Summary
Responsible for leading UCC client service and order fulfillment operations to ensure timely, accurate, and high-quality delivery. Accountable for operational performance, workforce effectiveness, and continuous improvement while supporting volume growth and technology change.
Primary Responsibilities

• Lead daily operations across UCC client service and order fulfillment teams.
• Ensure achievement of SLAs, turnaround time, quality, and productivity targets.
• Manage and develop frontline leaders and senior associates.
• Identify and mitigate operational risk related to capacity, quality, and workflow.
• Partner with Product, Technology, Training, and Quality teams on process and system changes.
• Own workforce planning, including staffing levels, skill mix, cross-training, and succession planning.
• Serve as escalation point for complex client and operational issues.
• Use operational data to drive efficiency, cost-to-serve improvement, and performance outcomes.
• Ensure compliance with internal controls, regulatory requirements, and company policies.

Required Qualifications

• Bachelor's degree or equivalent professional experience.
• 7+ years of progressive operations or client service leadership experience.
• Experience leading high-volume, deadline-driven teams with defined SLAs.
• Demonstrated ability to manage and develop people leaders.
• Strong analytical, problem-solving, and decision-making skills.
• Effective written and verbal communication skills.

Preferred Qualifications

• UCC operations experience (search, filing, research, or fulfillment).
• Experience in regulated or transaction-based service environments.
• Experience leading teams through system or process change.

Core Competencies

• Operational execution
• People leadership and development
• Workforce planning
• Change management
• Client focus
• Continuous improvement

Compensation

• Salary Band: Manager / Senior Manager - Operations (per company compensation framework)
• Base Pay: Determined by level, experience, internal equity, and geographic market
• Incentive: Eligible for annual performance-based incentive program
• Benefits: Eligible for company standard benefits package

Work Environment

• Office-based or hybrid role as required.
• Occasional extended hours during peak volume periods or major initiatives.

Equal Employment Opportunity
CSC is an equal opportunity employer. Employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other legally protected status.
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At CSC, compensation decisions are dependent on a number of factors including job location and the knowledge and experience of each individual. A reasonable estimate of the current range is 85k-100k.
About Us
CSC is a global business, legal, and financial services company based in Wilmington, Delaware, USA, providing knowledge-based solutions to clients worldwide. We have offices and capabilities in over 140 jurisdictions in the Americas, Europe, Asia Pacific, and the Middle East, and more than 8,000 colleagues. We are the business behind business.®
Visit our careers site to learn more about CSC and our commitment to our clients, communities, and each other.
CSC is committed to creating a feeling of belonging through a diverse and growth-oriented environment where everyone is valued.
CSC colleagues have global career opportunities and excellent benefits, including annual success-sharing bonuses or commission plans based on individual performance. To learn more, visit cscglobal.com/service/careers.
We offer a range of support to colleagues with disabilities, ensuring people have the necessary resources to thrive in their roles. We encourage candidates to work closely with our talent acquisition partners to convey their specific needs. Our commitment to accessibility reflects our broader dedication to diversity and belonging,
CSC only accepts resumes from employment agencies that are part of our approved supplier program. Resumes submitted from other agencies either to talent acquisition, our hiring leaders, employees, or through any other mechanism other than our supplier process, will not be eligible to claim related fees and the submitted resumes will be considered property of CSC.
We encourage candidates to apply directly to our website and not through third-party sources.
Disclaimer: The information above describes the general nature and level of work performed by employees in this role. It is not intended to describe all duties, responsibilities, and qualifications.
About the Team
At CSC®, we're always looking ahead, finding ways to innovate, challenge the status quo, and anticipate the needs of our clients. We exceed expectations by adapting client ambitions and goals as our own. This Fierce Client Spirit has helped us adapt and create solutions that have enabled businesses to run smoother and smarter for more than 125 years. It's also the reason we're the trusted partner of many of the world's most successful organizations.
CSC is committed to attracting, developing, and retaining talented people whose values align with ours. We empower our colleagues to bring the right solutions to market to meet client demand. That's why we are the leading provider of business administration and compliance solutions.

• CSC is a great place to work with smart and dedicated people.
• We have won several employer recognition awards, including Top Workplace USA, Great Places to Work India, and Built In's Best Places to Work.
• We offer fulfilling work and career opportunities. Most positions are filled with internal moves and employee referrals.
• Employees are eligible for Success Sharing, bonuses, or commission plans based on role and individual performance.
• CSC offers a competitive and comprehensive benefits package that includes annual leave, tuition reimbursement, referral bonuses, and more.
• As business needs allow, CSC offers hybrid or remote work schedules in alignment with local regulations. Specific details for this position will be discussed during the interview process.