Service Delivery Supervisor - Pittsburgh

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.