Service Delivery Director

Responsibilities

• Serve as the primary point of contact for assigned document processing clients
• Build and maintain strong client relationships through proactive communication and service reviews
• Ensure all client Service Level Agreements (SLAs) and KPIs are met or exceeded
• Support daily document processing operations, including workflow balancing and staffing coordination
• Manage operational risk, controls, audit readiness, and regulatory compliance
• Drive continuous improvement initiatives focused on efficiency and automation
• Provide leadership, coaching, and support to client services and operational staff
• Prepare and present operational and client performance reporting to senior leadership

Requirements

• Bachelor’s degree in Business, Operations Management, Finance, or related field preferred
• 7+ years of experience in document processing, remittance processing, mail operations, or financial services
• 3+ years of leadership or management experience in client services or operations
• Strong knowledge of document operations and payment processing workflows
• Experience managing client relationships in high-volume operational environments
• Proficiency in Microsoft Office and workflow systems

Preferred Qualifications

• Experience within banking, financial services, or outsourced business processing
• Knowledge of regulatory and compliance standards related to payment processing
• Lean or Six Sigma process improvement experience
• Experience supporting geographically dispersed operational teams

About the Company

SPS is an award-winning employer of choice offering outsourcing solutions that leverage Intelligent Automation in more than 22 countries across the globe. Their services include Mailroom Management, Office Services, and Document Processing Services for sectors such as banking, insurance, legal, and higher education.