Client Services Lead - Operational Excellence & Growth

SPS; New York (NY); On-site; USD 48,000 - 52,000; Full time

Benefits offered by this job

Career Growth

Learning & Development

We Recognize Talent

Paid Time Off: 80 hours/yr (FT)

Bonuses

Medical, Dental, Vision, 401k w/ match

Job summary

SPS is seeking a Client Services Supervisor in New York. The role oversees day-to-day operational leadership, client relationship management, financial performance, and staff development for an SPS account, ensuring service delivery and compliance with contractual requirements.

Responsibilities include governance implementation, client communications, issue resolution, site walkthroughs, and driving improvements while meeting KPIs, SLAs, and CSI/ESI targets. Travel around 20% is expected.

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.
• Coordinate and oversee special projects and client initiatives.
• Track client requests through approved systems and maintain accurate performance metrics.

Job description

SPS is seeking a Client Services Supervisor in New York. The role oversees day-to-day operational leadership, client relationship management, financial performance, and staff development for an SPS account, ensuring service delivery and compliance with contractual requirements.

Responsibilities include governance implementation, client communications, issue resolution, site walkthroughs, and driving improvements while meeting KPIs, SLAs, and CSI/ESI targets. Travel around 20% is expected.