Client Services Manager

Job Title : Client Service Supervisor

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

Job Overview :

The Customer Service 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 :

• 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.
• Oversees all equipment, supply and messenger vendors to comply with SPS contract.
• Performs multiple daily walkthroughs to observe team performance first hand.
• Documents any incidents and inform Client and SPS immediately.
• Oversees and reports on financial performance.
• Maintains site P&L at proforma levels or above.
• Consistently executes all deadlines to be met for for payroll, billing & A / R collection.
• Oversees 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.
• Participates in monthly and quarterly client business reviews.
• Maintains Employee Satisfaction Index ("ESI") at or above previous score.
• Participates in SPS sponsored events.
• Establishes and maintain 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.
• Develop, 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 statistical monthly 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 :

Qualifications and Education Requirements :

Physical Demands :

Travel : Some local travel is required for this position. Approximately up to 25%.

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.

WHAT WE OFFER

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.

About SPS

SPS is an award-winning employer of choice offering outsourcing solutions that leverage Intelligent Automation (Artificial Intelligence & Robotic Process Automation) in more than 22 countries across the globe.

In North America, our services include Mailroom Management (both physical and digital), Office Services such as Reception, Lobby Concierge and Conference Room Management in addition to Document Processing Services utilizing leading edge technologies. Our clients today are companies in sectors such as banking, insurance, legal, higher education, advertising and other professional services, including many Fortune 500 companies.

SPS is committed to delivering high caliber outsourcing experience to our clients and offering our employees challenging and exciting career opportunities throughout the North America region and globally. SPS is committed to investing in the professional development of our employees and offers competitive comprehensive benefits and diverse development training programs that lead to building careers.

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 law.

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