SPS · 17 hours ago
Client Service Supervisor
Portland, ME
Full-time
Onsite
Mid, Senior Level
3+ years expSPS is seeking a dynamic individual to enhance Records & Information compliance for clients across various industry verticals. This role involves overseeing service delivery, managing employee performance, and ensuring overall customer satisfaction while acting as the primary daily client contact.
ConsultingDocument ManagementHuman ResourcesOutsourcing
Responsibilities
Oversees 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 performances
Maintains metrics for monthly reporting of KPIs/SLAs
Oversee all equipment, supply and messenger vendors to comply with SPS contract
Performs multiple daily walkthroughs to observe team performance firsthand
Document any incidents and inform Client and SPS immediately
Oversee and reports 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 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 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 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 & procedures
Serve as a knowledge resource regarding SPS policies and procedures
Meets or exceeds all contractual and client KPIs/SLAs
Immediately reports 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
Qualification
Required
High School Diploma (or equivalent) required
Minimum of 3+ years of experience in high level relationship building and operational management
Previous management/ supervisor experience overseeing 5-10 employees
Strong technical skills required include working knowledge of leading records management software programs, 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
Strong project management skills
Ability to build business relationships and interact effectively with “C” level executives
Solid understanding of selling skills
Exceptional computer skills
Driven by client satisfaction, with proven track record of diplomacy and ownership
Strong integrity, solid business ethics
Strong team approach to account management
Required to maintain an overall professional appearance and attitude
Adhere to all policies and procedures required
Preferred
Bachelor's Degree or higher preferred
Certified Records Manager (CRM), CRM candidate, or Information Governance Professional (IGP) preferred
Industry related experience a plus
Benefits
Medical
Dental
Vision
HCFSA
DCFSA
HSA
Commuter Transit and Parking
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
Entertainment Discounts
Paid Time Off
Company
SPS
SPS provides an end-to-end portfolio of document and business process services, processes, data, and technology services.
5001-10000 employees
Funding
Current Stage
Late StageLeadership Team
Dan Moscatiello
Chief Executive Officer
Ralf Schulz
Chief Financial Officer
Recent News
2025-09-12
Company data provided by crunchbase