Service Delivery Associate Director

Job Title: Service Delivery Associate Director

Reports To: The Service Delivery Associate Director will report to the Client Director, Vice President of Operations, or equivalent leadership.

Job Overview:
The Service Delivery Associate Director supports the Client Director in managing operations across multiple national lockbox sites. This highly visible role combines operational coordination, project support, reporting, and team engagement. The Associate Director ensures operational priorities and initiatives are executed efficiently while providing analysis, reporting, and cross-functional support to leadership. This role requires strong organizational skills, the ability to balance multiple priorities, and proven leadership in high-volume transactional or lockbox environments.

Duties and Responsibilities:
• Provide operational support and coordination for multiple lockbox sites, ensuring deliverables and initiatives are completed on time and to standard.
• Act as a liaison between site teams, internal departments, and the National Client Director to prioritize issues and facilitate resolution.
• Track and coordinate operational projects, prepare reports, presentations, and communications for leadership meetings.
• Support audits, compliance, and SOP deliverables across all sites.
• Assist in planning and coordinating team-building, recognition events, and employee engagement initiatives.
• Manage vendor interactions, procurement requests, and equipment or system support needs across sites.
• Coordinate travel, expenses, and logistical support for operational leadership as needed.
• Provide guidance and support to site managers and team leads to help achieve operational goals.
• Maintain operational records, track progress, and ensure follow-up on key initiatives.
• Partner with leadership to develop and implement standardized processes and best practices across all lockbox locations.
• Monitor key performance indicators (KPIs) and service level agreements (SLAs) to ensure operational targets are consistently met or exceeded.
• Collaborate with Finance to support budget development, expense tracking, and cost-control initiatives for lockbox operations.
• Lead or support special projects, technology implementations, or process improvement initiatives to enhance efficiency.
• Identify risks or operational gaps and implement corrective action plans to mitigate potential service disruptions.
Competencies:
• Results-oriented, with strong organizational and project management skills.
• Skilled at cross-functional collaboration and stakeholder management.
• Strong analytical and problem-solving abilities; able to translate data into actionable insights.
• Effective verbal and written communication skills, with the ability to prepare executive-level reporting and presentations.
• Strong interpersonal skills with the ability to build effective relationships across levels.
• High attention to detail and accuracy.
• Ability to function with a high level of patience, tact, and diplomacy.
• Professional presence, integrity, and commitment to business ethics.
• Flexible and adaptable in managing multiple priorities and shifting demands.

Qualifications and Education Requirements:
• Bachelor’s degree or equivalent experience required.
• Senior level experience in operations, lockbox processing, or high-volume transactional environments.
• Strong organizational skills and ability to manage multiple priorities and deadlines.
• Solid analytical skills to review data and generate actionable reporting.
• Effective communication and collaboration skills for cross-functional coordination.
• Proven experience supporting audits, compliance initiatives, and adherence to regulatory requirements.
• Demonstrated success managing multi-site operations and leading diverse teams.
• Proficiency with Microsoft Office 365 and familiarity with operational, financial, or HR systems.
• Experience in vendor management, procurement processes, and contract oversight.
• Ability to drive process improvements, standardize procedures, and implement operational best practices
Preferred Qualification and Skills:
• Senior level experience in operations, lockbox processing, or high-volume transactional environments highly preferred.
• Strong organizational and project management skills with the ability to manage multiple priorities, deadlines, and stakeholders simultaneously.
• Proven experience preparing executive-level presentations, communications, and reporting materials.
• Ability to act as a liaison between leadership, staff, and cross-functional teams, fostering collaboration and resolving issues effectively.
• Skilled in coordinating logistics, events, and team recognition activities while adhering to budget guidelines.
• Experience managing procurement processes, vendor relationships, and invoice tracking.
• Proficiency in preparing and monitoring requisitions, staffing requests, and related HR or operational workflows.
• Strong interpersonal skills with the ability to build effective relationships.
• High attention to detail with strong problem-solving, analytical, and decision-making skills.
• Demonstrated ability to work independently while contributing to team objectives.
• Proficiency with Office 365; familiarity with procurement or HR systems a plus.

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: Some travel is required for this position. Approximately up to 25%.

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 applicable law.

Colorado only: We accept applications for an expected minimum of 5 days from the date it is posted. The posting may remain open longer as needed to ensure a robust and inclusive applicant pool.

Applicants are prohibited from using real-time AI (Artificial Intelligence) tools, prompts, scripts, or real-time assistance (including but not limited to chatbots, AI-generated responses, or transcription-based tools) during any and all interviews over any forum or platform. 

SPS offers reasonable accommodations in the hiring and employment process for individuals with disabilities. If you need assistance in the application or hiring process to accommodate a disability, you may request an accommodation at any time.

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