Client Services Supervisor
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
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.
Cook up 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
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.
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.
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.
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