Client Service Supervisor-Records Management
About The Position
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.
Requirements
- 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
- 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
Nice To Haves
- 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
Responsibilities
- 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
Benefits
- 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.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
