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Service Delivery Supervisor - Pittsburgh

Pittsburgh, Pennsylvania, United States

Job Title: Service Delivery Supervisor 

Reports To: The Service Delivery Supervisor will report to the Service Delivery Manager, Client Manager, Client Director, or equivalent leadership. 

 

Job Overview: 

The Service Delivery Supervisor (SDS) This position is responsible for overseeing all areas of Lockbox Processing. Provides leadership and functions as a working Supervisor by guiding and directing lockbox activities. This position is to sit on-site with our client and oversee multiple sites or projects. The position is responsible for daily service delivery, employee management, overall customer satisfaction, and strict adherence to all SPS policies. The CSS will act as the primary daily client contact in correlation with the Service Delivery Manager. While overseeing the staff onsite for all supervisory functions required. 

Overall, this position continuously offers the highest level of service to all client and SPS employees while maintaining a professional image of the company by providing prompt, courteous and efficient service. 

Duties and Responsibilities: 

 Daily Operations Management:
• Lead and supervise daily lockbox processing activities to ensure operational efficiency
• Supervise day-to-day operations to ensure compliance with agreed-upon service levels
• Monitor metrics of staff including productivity and quality
• Organize and assist in the control of project work as assigned
• Ensure that all standards and procedures are followed
• Communicate effectively with team members and management
• Support staffing and schedule planning
• Training and mentoring of staff ensuring all procedures and adhered to best practices being followed
• Analyze and react to the results of monthly metrics
• Take action to drive change and innovation that will transform our business
• Lead by example
• Participate in succession planning at the site

The Lockbox Supervisor will play a crucial role in ensuring the smooth and efficient operation of lockbox processing, driving continuous improvement, and maintaining strong client and vendor relationships.

 

Competencies: 

  • Results-oriented. 
  • Driven by client satisfaction. 
  • Strong integrity, and solid business ethics. 
  • Excellent presentation and interpersonal skills. 
  • Excellent English written and oral communication skills. 
  • Expert in customer service skills, professional attitude and appearance. 
  • Good organizational skills. 
  • Ability to maintain confidentiality. 
  • Attention to detail. 
  • Ability to function with a high level of patience, tact and diplomacy to defuse anger and collect accurate information. 
  • Able to convey information and ideas through speech in ways that others will understand. 
  • Able to listen to and understand information and ideas presented through spoken words and sentences. 
  • Able to speak clearly so listeners understand, identify and understand the speech of another person. 
  • Be personable, articulate, knowledgeable and professional in presenting oneself in a professional setting. 
  • Flexibility in dealing with simultaneous projects. 

 

Qualifications and Education Requirements: 

  • High School Diploma (or equivalent) required. Bachelors Degree or higher preferred. 
  • Minimum of 3+ years of experience in high level relationship building and operational management. 
  • Previous management/ supervisor experience overseeing 5-10 employees. 
  • Ability to build business relationships and interact effectively with C level executives. 
  • Solid understanding of selling skills. 
  • Exceptional computer skills. 
  • Industry related experience a plus. 
  • Driven by client satisfaction, with a proven track record of diplomacy and ownership. 
  • Strong integrity, and solid business ethics. 
  • Strong team approach to account management. 
  • Creative strategic thinking and performance. 
  • Required to maintain an overall professional appearance and attitude. 
  • Adhere to all policies and procedures required. 

 

Physical Demands: 

  • Fine and/or gross motor skills, including the ability to grasp, lift and/or carry or otherwise move packages on a standard wheeled cart with a load capacity of 60 lbs. 
  • Ability to walk, bend, kneel, stand, and/or sit for an extended period of time. 
  • Manual dexterity required for operating office machinery (phone, copy machines, binding equipment, etc.). 
  • Physically able to talk on the phone and input data simultaneously. 
  • Ability to lift or move 40 lbs. or greater frequently. 
  • Specific vision abilities required by this job include close vision, distance vision, ability to adjust focus and ability to match or may include detection of differences between colors, including shades of color and brightness. 

 

Travel: None or Negligible 

 

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. 

 

WHAT WE OFFER

  • 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.

About SPS

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 Reception, Lobby Concierge and Conference Room Management in addition to Document Processing Services utilizing leading edge technologies. Our clients today are companies in sectors such as banking, insurance, legal, higher education, advertising and other professional services, including many Fortune 500 companies.

SPS is committed to delivering high caliber outsourcing experience to our clients and offering our employees challenging and exciting career opportunities throughout the North America region and globally. SPS is committed to investing in the professional development of our employees and offers competitive comprehensive benefits and diverse development training programs that lead to building careers.

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 law.

To view our privacy policy, click on the link below:

SPS-North America Privacy Policy

 

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