Client Services Supervisor

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