Client Service Supervisor

Job Title: Client Services Supervisor

Reports To: The Client Services Supervisor will report to the Client Services Manager, Client Manager, Client Director, or equivalent leadership.

Job Overview:

SPS is seeking a dynamic individual to enhance Records & Information compliance for our clients across industry verticals. This position is part of subject matter experts responsible for building internal relationships, creating strategies, and supporting operations with program maturity. This position requires strong technology skills with experience developing and leading initiatives to transition to “less” paper environments. In addition, this position is responsible for daily service delivery, employee management, and overall customer satisfaction. The individual will act as the primary daily client contact in correlation with the Client Service Manager.

The Client Services Supervisor (CSS) position is to sit on-site with our client and oversee multiple sites or projects. The position is responsible for daily service delivery, employee management, overall customer satisfaction, and strict adherence to all SPS policies. The CSS will act as the primary daily client contact in correlation with the Client Service Manager. While overseeing the staff onsite for all supervisory functions required.

Overall, this position continuously offers the highest level of service to all client and SPS employees while maintaining a professional image of the company by providing prompt, courteous, and efficient service.

Duties and Responsibilities:

To succeed in this position, an individual must be able to perform each essential duty satisfactorily. The responsibilities listed below are representative of the knowledge, skill, and/or ability required.

Key areas of focus will include but are not limited to:

- Oversee service delivery.

- Manages the receipt, delegation, and successful completion of all client requests.

- Meets all client and SPS deadlines.

- Manages all resources within the operation including people, hardware/software and facilities.

- Coordinates staff schedules to ensure appropriate staff levels are maintained, and proper coverage is provided for PTO, sickness and emergencies.

- Maintains a safe working environment for the SPS staff.

- Tracks all client requests using the approved tracking mechanism and performance.

- Maintains metrics for monthly reporting of KPIs/SLAs.

- Oversee all equipment, supply and messenger vendors to comply with SPS contracts.

- Performs multiple daily walkthroughs to observe team performance firsthand.

- Document any incidents and inform Client and SPS immediately.

- Oversee and report on financial performance.

- Maintains site P&L at proforma levels or above.

- Consistently executes all deadlines to be met for payroll, billing & A/R collection.

- Oversee monthly budget forecasts for the account.

- Grows the existing account year-over year.

- Insures client & employee engagement.

- Maintains Client Satisfaction Index (“CSI”) at or above previous score.

- Participate in monthly and quarterly client business reviews.

- Maintains the Employee Satisfaction Index (“ESI”) at or above previous score.

- Participate in SPS sponsored events.

- Establishes and maintains accountability to Client Services Manager and/or higher-level leadership.

- Coaches, develops, and cross trains operations team to grow their careers.

- Sets and communicates to each staff member about individual responsibilities, operational issues/concerns, daily goals, service improvements, and customer expectations.

- Develops, appraises, and counsels staff to reduce turnover, improve employee satisfaction and increase the promotability of staff members.

- Maintains consistent documentation monitoring the status of each employee.

- Provides annual employee performance evaluations and reviews as directed by SPS.

- Insures operational excellence.

- Performs strict adherence to all SPS policies and procedures.

- Serve as a knowledge resource regarding SPS policies and procedures

- Meets or exceeds all contractual and client KPIs/SLAs.

- Immediately report any personnel, security or data breach incidents to SPS leadership team.

- Proactively institutes the SPS Governance Model to ensure client satisfaction.

- Standardizes policies and procedures, including monthly statistical reporting and benchmarks.

- Drives operational improvements and solution design.

- Troubleshoots and resolves all client, site management and site staff issues.

- Coordinates, implements and oversees any special projects.

- Coordinates and leads vendor partner negotiations.

- Manages site financials in terms of hours, gross margin spread, profitability and growth.

- Serves as a knowledgeable resource regarding OSHA, EEOC and process for handling complaints.

- Manages direct reports including managerial staff.

- Assists in the development of training materials and execution of formal training sessions.

- Supports business development internally and as directed.

- Maintains consistent communication with Client and SPS at all levels.

- Competencies :

- Results-oriented.

- Driven by client satisfaction.

- Strong integrity, solid business ethics.

- Strong project management skills

- Prepare and present client reports, including forecasting trends and identifying opportunities

- Effectively present information and respond to questions from supervisors, clients, and employees

- Excellent presentation and interpersonal skills.

- Excellent English written and oral communication skills.

- Expert in customer service skills, professional attitude, and appearance.

- Good organizational skills.

- Ability to maintain confidentiality.

- Attention to detail.

- Ability to function with a high level of patience, tact, and diplomacy to defuse anger and collect accurate information.

- Able to convey information and ideas through speech in ways that others will understand.

- Able to listen to and understand information and ideas presented through spoken words and sentences.

- Able to speak clearly so listeners understand, identify and understand the speech of another person.

- Be personable, articulate, knowledgeable, and professional in presenting oneself in a professional setting.

- Flexibility in dealing with simultaneous projects.

Qualifications and Education Requirements:

- High School Diploma (or equivalent) required. Bachelor’s Degree or higher preferred.

- Minimum of 3+ years of experience in high level relationship building and operational management.

- Previous management/ supervisor experience overseeing 5-10 employees.

- Certified Records Manager (CRM), CRM candidate, or Information Governance Professional (IGP) preferred.

- Experience must include developing, planning and implementing programs (electronic & paper), including records retention.

- Strong technical skills required include working knowledge of leading records management software programs and document management systems.

- Ability to perform benchmarking assessments, and collect, analyze and interpret data.

- Ability to assist in the design and implementation of customized workflows.

- Stay on top of industry trends and emerging technologies.

- Strong project management skills

- Ability to build business relationships and interact effectively with “C” level executives.

- Solid understanding of selling skills.

- Exceptional computer skills.

- Industry related experience plus.

- Driven by client satisfaction, with a proven track record of diplomacy and ownership.

- Strong integrity, solid business ethics.

- Strong team approach to account management.

- Creative strategic thinking and performance.

- Required to maintain an overall professional appearance and attitude.

- Adhere to all policies and procedures required.

Physical Demands:

- Fine and/or gross motor skills, including the ability to grasp, lift and/or carry or otherwise move packages on a standard wheeled cart with a load capacity of 60 lbs.

- Ability to walk, bend, kneel, stand, and/or sit for an extended period of time.

- Manual dexterity required for operating office machinery (phone, copy machines, binding equipment, etc.).

- Physically able to talk on the phone and input data simultaneously.

- Ability to lift or move 40 lbs. or greater frequently.

Specific vision abilities required by this job include close vision, distance vision, ability to adjust focus and ability to match or may include detection of differences between colors, including shades of color and brightness

WHAT WE OFFER

- Career Growth: An opportunity to enter a job that allows you to learn new skills or use a variety of them that may lead you to uncover other career opportunities.

- Learning & Development: At SPS, we promote a work culture of learning so that you can develop to be the best at what you do.

- We Recognize Talent: We offer a variety of recognition programs for all levels of employees.

- Paid Time Off: Full time: Minimum of 80 hours/calendar year. Part time/temporary: Minimum of 1 hour for every 30 hours worked. PTO amounts may increase based on tenure and/or the assigned account. PTO allows employees to take approved time off for any reason.

- Bonuses: Are available for employee and client referrals for current employees.

- Benefit Offerings: Medical, Dental, Vision, HCFSA, DCFSA, HSA, Commuter Transit and Parking Pre-Tax Plans, Supplemental Life Insurance, Accident Insurance, Critical Illness, Hospital Indemnity, Legal Program, Identify Theft Protection, Pet Discounts, Pet Insurance, Group Home and Auto Insurance, EAP, Short Term Disability, Life Insurance, Education Discounts, 401k w/ matching, and Entertainment Discounts.

Note: Please inquire with the Human Resources team for benefit offerings per role as regular positions that routinely are under 30 hours/week may have a different benefit offering.

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About SPS

SPS is a global workplace solutions and business transformation company operating in more than 20 countries . Across North America, we help clients enhance workplace experiences and business operations through services including workplace support, physical and digital mailroom solutions, intelligent document processing, reception and concierge services, and other business support offerings.

Our clients include leading organizations across banking, insurance, legal, higher education, professional services, and many Fortune 500 companies.

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At SPS we embrace the uniqueness of our employees and are committed to the fair and equal treatment of all people, applicants, and employees by promoting a culture of access, inclusion, equity and diversity.

SPS provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual and reproductive health choices, national origin, age, disability, genetics, military status, gender identity or expression, sexual orientation and/or any other status protected by applicable law.

Colorado only: We accept applications for an expected minimum of 5 days from the date it is posted. The posting may remain open longer as needed to ensure a robust and inclusive applicant pool.

To ensure a fair and authentic interview process, applicants may not use AI tools or any other form of real-time assistance during interviews. SPS team members may use transcription or note-taking technology solely to support accurate interview documentation. No AI or automated decision-making tools are used to screen, assess, or select candidates for this role. SPS uses the Greenhouse Applicant Tracking System to facilitate application management and recruiting workflows. Human recruiters and hiring managers review applications and exercise independent judgment throughout the hiring process.

SPS offers reasonable accommodations in the hiring and employment process for individuals with disabilities. If you need assistance in the application or hiring process to accommodate a disability, you may request an accommodation at any time.

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Acknowledgement Section: By submitting an application, by hitting "Submit Application", you certify that the information contained in this application is true and complete. You attest to the fact that the answers provided are correct to the best of your knowledge and ability. You certify that you have not knowingly withheld any information that might affect your chances for hiring. You understand that any false information or omission (including any misstatement) on this application or on any document used to secure this employment can be grounds for rejection of application or, if you are employed by SPS can be grounds for immediate termination from this company.