Client Services Supervisor – Records Management

Overview

Chattanooga, Tennessee, United States;
Portland, Maine, United States;
West Columbia, South Carolina, United States. On-site (Position may be filled in one of the listed locations).

• Portland, ME
• Chattanooga, TN
• West Columbia, SC

Lead records operations. Own compliance. Support critical business processes.

SPS Global is seeking a Client Services Supervisor (Records Management) with a strong background in records and information management to oversee on-site records operations for one of our clients in Portland, Maine, and embrace the “Power of Possibility”. This role is ideal for a hands-on leader who understands physical and electronic records lifecycle management
, document inventories, compliance, and service delivery in a structured, regulated environment.

You’ll be responsible for managing day-to-day records operations, supervising on-site staff, and serving as the primary client contact ensuring records are accurate, secure, compliant, and accessible when needed.

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

• Records & Information Management

• 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

• Operational & Service Delivery

• 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

• Client & Business Partnership

• 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

Required

• 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

Preferred

• 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. (record 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…