Job Title: Client Print Services Supervisor

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

Job Overview:

The Client Print Services Supervisor position is to sit on-site with our client and provide hands-on leadership of our client’s on demand print services requests. The position is responsible for daily service delivery, employee leadership, overall customer satisfaction, and strict adherence to all SPS policies.

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:

• Manages a team of 4 print operators responsible for printing & delivery of 250 print requests of varying complexity per day.
• Provides hands on leadership by example.
• Manages the receipt, delegation and successful completion of all client print requests.
• Meets all client and SPS deadlines.
• Drives operational improvements and solution design.
• Manages all resources within the operation including people, hardware/software and work environment.
• Coordinates staff schedules to ensure appropriate staff levels are maintained and proper coverage is provided for PTO, sickness and emergencies.
• Tracks all client requests using the approved tracking mechanism and performances.
• Consistently executes all deadlines to be met for payroll & billing.
• 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.
• Provides annual employee performance evaluations and reviews as directed by SPS.
• Insures operational excellence.
• Performs strict adherence to all SPS policies & procedures.
• Meets or exceeds all contractual and client KPIs/SLAs.
• Standardizes policies and procedures, including statistical monthly reporting and benchmarks.
• Troubleshoots and resolves all client, site management and site staff issues.
• Coordinates, implements and oversees any special projects.
• Maintains a safe working environment for the SPS staff.

Competencies:

• Working knowledge of digital reprographics equipment, postage & shipping systems, document folders/inserters.
• Results-oriented
• Driven by client satisfaction.
• Strong integrity, solid business ethics.
• Excellent presentation and interpersonal skills.
• Excellent English written and oral communication skills.
• Expert in customer service skills, professional attitude and appearance.
• Superior organizational skills.
• Ability to juggle multiple, conflicting projects and priorities.
• Ability to maintain confidentiality.
• Attention to detail.
• 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 and identify the speech of another person.
• Be personable, articulate, knowledgeable and professional in presenting oneself in a professional setting.

Qualifications and Education Requirements:

• High School Diploma (or equivalent) required. Bachelor’s degree or equivalent experience preferred.
• Minimum of 2 years of experience leading a print & fulfillment team.
• Previous supervisory experience overseeing 3 employees.
• Exceptional computer skills.
• Financial services industry related experience a plus.
• Driven by client satisfaction, with proven track record of diplomacy and ownership.
• Strong integrity, solid business ethics.
• Strong team approach to account management.
• Creative 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.

Other Duties:

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.