Client Services Supervisor

Job description

📍 New York, New York, United States On-site ## Position Summary The **Client Services Supervisor** is responsible for the day-to-day operational leadership, client relationship management, financial performance, and employee development of an SPS account. This role ensures consistent service delivery, compliance with contractual requirements, and achievement of all client and SPS **KPIs, SLAs, CSI, and ESI objectives**. The Client Services Supervisor serves as a key liaison between the client, site leadership, employees, vendors, and SPS leadership, proactively identifying opportunities to improve service, resolve issues, and strengthen client satisfaction. ## Key Responsibilities ### Client & Operational Management - Proactively implement the **SPS Governance Model** to drive client satisfaction and operational excellence. - Maintain consistent communication with clients, site leadership, employees, and SPS leadership. - Manage the receipt, delegation, tracking, and successful completion of all client requests and escalations. - Troubleshoot and resolve client, site management, and staff issues promptly and effectively. - Conduct **daily site walkthroughs** to assess operations, team performance, service quality, and site conditions. - Ensure all contractual requirements, deadlines, **KPIs and SLAs** are consistently achieved or exceeded. - Standardize policies, procedures, processes, and monthly reporting across the operation. - Drive continuous operational improvements, process enhancements, and solution design. - Coordinate and oversee special projects and client initiatives. - Track client requests through approved systems and maintain accurate performance metrics. ### Financial Management - Manage site financial performance, including **hours, gross margin, profitability, and growth**. - Maintain the account **P&L at or above pro forma expectations**. - Oversee monthly budget forecasting and identify financial risks and opportunities. - Ensure timely completion of **payroll, billing, and accounts receivable collections**. - Monitor operational resources to ensure appropriate utilization and cost management. ### People Leadership & Development - Lead and manage direct reports, including supervisory and managerial staff. - Establish clear expectations, responsibilities, daily goals, service standards, and performance objectives. - Coach, develop, and cross-train employees to strengthen capabilities and career growth. - Conduct performance management, counseling, and annual evaluations as directed by SPS. - Maintain employee documentation and accountability. - Develop strategies to improve **Employee Satisfaction Index (ESI)** and reduce turnover. - Ensure appropriate staffing levels and coverage, including PTO, absenteeism, emergencies, and business demands. - Maintain a safe, professional, and productive working environment. ### Training & Compliance - Assist in the development and delivery of formal training programs and materials. - Serve as a resource for **SPS policies, procedures, OSHA, EEOC, and complaint-handling processes**. - Ensure strict adherence to all SPS policies, procedures, and compliance requirements. - Immediately report personnel, security, safety, or data-breach incidents to SPS leadership. ### Vendor & Resource Management - Oversee equipment, supply, messenger, and other vendor partners to ensure compliance with SPS contracts. - Coordinate and lead vendor negotiations as needed. - Manage operational resources, including **people, equipment, software, hardware, and facilities**. - Ensure vendors and internal teams consistently meet service expectations and contractual obligations. ### Client Relationship & Business Support - Participate in **Monthly and Quarterly Business Reviews (MBRs/QBRs)**. - Maintain or improve the **Client Satisfaction Index (CSI)**. - Support internal business development activities and new business initiatives as directed. - Participate in SPS-sponsored events and initiatives. - Build strong, professional relationships with client stakeholders at all levels. ## Performance Expectations Success in this position is measured by the ability to: - Achieve or exceed all contractual **KPIs and SLAs** - Maintain or improve **CSI and ESI** - Maintain **P&L performance at or above pro forma** - Deliver payroll, billing, forecasting, and reporting deadlines consistently - Maintain strong employee performance, engagement, and retention - Resolve client issues proactively and effectively - Maintain operational compliance, safety, and service quality - Establish clear accountability across the operation **Travel: 20% Travel.** **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. *Compensation: The expected compensation is an estimate, and the final offer will depend on skills, experience, location, and other job-related factors.* *Vacancy Status: This posting is for an existing vacancy.* Pay Range $35—$38 USD **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. --- **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. --- 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. **To view our privacy policy, click on the link below:**[Data Privacy Statement](https://www.spsglobal.com/en/data-privacy-other) **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.