Client Service Supervisor

Overview

Client Services Supervisor – Records Management

On-site roles located in Portland, ME;
Chattanooga, TN;
West Columbia, SC. Position may be filled in one of the locations listed.

This role is primarily focused on records and information management operations, with people leadership and client partnership at the core.

• Oversee daily records management operations, including document intake, classification, indexing, storage, retrieval, and disposition
• Manage physical and electronic document inventories in accordance with client policies and retention schedules
• Ensure compliance with records governance, privacy, and security requirements
• Support initiatives to reduce paper and transition to more digital workflows
• Serve as a subject matter resource for records policies, procedures, and best practices

• Manage the receipt, tracking, and completion of all records-related client requests
• Monitor and report performance against KPIs and SLAs related to records processing and service delivery
• Conduct regular walkthroughs to ensure accuracy, productivity, and compliance
• Troubleshoot and resolve records, workflow, or client issues
• Coordinate special projects such as records cleanups, audits, or transitions

• Supervise, coach, and develop a team supporting records and document operations
• Create staffing schedules and ensure coverage for absences and peak workloads
• Provide performance feedback, evaluations, and ongoing development
• Promote consistent adherence to SPS policies and procedures

• Act as the primary daily client contact for records operations, in partnership with the Client Services Manager
• Participate in client reviews, reporting on records metrics, trends, and improvement opportunities
• Maintain strong client satisfaction while balancing compliance and operational efficiency

• High School Diploma or equivalent
• 3+ years of experience in records management, document operations, or information governance
• Prior supervisory or team leadership experience
• Strong attention to detail and ability to manage confidential information
• Solid organizational, communication, and customer service skills
• Comfort working in document-heavy, compliance-driven environments

• Bachelor’s degree
• Experience with records management systems and document management platforms
• Certified Records Manager (CRM), IGP, or actively pursuing certification
• Experience implementing or supporting records retention programs
• Experience assisting with paper-to-digital or workflow improvement initiatives

• Ability to stand, walk, bend, kneel, and sit for extended periods
• Ability to lift or move up to 40 lbs. (records carts may hold up to 60 lbs.)
• Manual dexterity for operating office and records equipment

• 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!
• Benefit Offerings:
  Medical, Dental, Vision, HCFSA, DCFSA, HSA, Commuter Transit and Parking, 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, Entertainment Discounts, & Paid Time Off.
• 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.

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…