Service Manager - Lagos - GVA Partners

Description

JOB DESCRIPTION

We are looking for an individual who would play a pivotal role in turning clients' aspirations into reality, providing expert guidance and support throughout the after-sales process. By ensuring a smooth transition from sales to service, we empower our clients to achieve their goals and seamlessly integrate into their new life. Key responsibilities include client onboarding, documentation handling, application coordination, and fostering commitment to optimized payment plans. This role is vital to maintaining high client satisfaction, efficient processing, and the integrity of the product. By delivering exceptional service, the Service Manager helps build client trust, and long-term engagement, paving way for brand loyalty and future sales.

JOB RESPONSIBILITIES

A. Client Onboarding:

i. Welcome newly signed clients, introduce them to the process, and provide full orientation on what to expect, throwing light to the entire journey.

ii. Schedule appointments and initiate the application process.

B. Documentation Management:

i. Guide clients through the documentation requirements, ensure timely collection of all necessary documents, maintain accurate records and support with challenging steps.

ii. Work with cross-functional teams to verify data and resolve discrepancies.

iii. Follow up with clients regarding outstanding documents prioritizing clients' comfort.

C. Application Processing:

i. Liaise with legal and immigration partners to ensure efficient processing of client applications and submission of required documentation.

ii. Offer personalized end-to-end services, including medical and photography services, at clients' convenience.

iii. Manage the scheduling of IELTS tutorials and exams for Canadian applicant clients.

iv. Provide ongoing support to clients throughout their incubation program, including meeting reminders and task management.

D. Data Management:

i. Maintain accurate and up-to-date records of client interactions, including meeting notes, communication, and progress updates.

ii. Ensure data integrity and confidentiality, adhering to organizational standards and regulatory requirements.

iii. Provide timely and relevant data insights to support internal stakeholders, facilitating informed decision-making and exceptional client service.

E. Payment Plan Optimization:

i. Override standard payment plans (e.g., reduce a 6-month plan to 2 months) to encourage quicker processing and commitment to the program there by making timely payment.

ii. Monitor and manage client payment records to ensure compliance with agreed payment schedules and escalate delays or discrepancies as necessary.

F. Client Relationship Management:

i. Serve as the primary point of contact post-sale, maintain proactive communication and resolve any client concerns or escalate promptly.

ii. Acknowledge client inquiries regarding the program and promptly refer them to the appropriate specialist for accurate and informed responses.

G. Internal Coordination:

i. Work closely with operations teams to ensure alignment and smooth handover from sales to service.

ii. Coordinate with international partners and in-house processing teams to stay updated on client application progress.

iii. Escalate and follow up on any delays or issues in the processing timeline, ensuring prompt resolution.

H. Compliance & Confidentiality:

i. Ensure all client information is handled in accordance with legal and company confidentiality standards.

ii. Maintain a comprehensive client database.

iii. Adhere to national data protection regulations while managing client data.

iv. Carry out any other duties as assigned by the direct report or Chairman.

Education & Experience:

• A good First degree in any field; Master's degree is an advantage

• Minimum of 10 years' experience in Customer Service, Sales, Consulting, Public Relations, or related fields including 3+ years in senior leadership or management positions

• Prior experience in a high-touch, client-facing role within a structured, professional environment is strongly desirable

• Age Requirement: 35-47 years

Core Competencies:

Client Relationship Management: Strong interpersonal skills with the ability to build rapport, manage expectations, and maintain long-term client engagement.

Attention to Detail: Meticulous and methodical approach to document handling, record-keeping, and data verification.

Process Management: Ability to manage end-to-end client service processes efficiently, including onboarding, follow-up, and application timelines.

Coordination & Multitasking: Proven ability to manage multiple clients and tasks simultaneously while maintaining accuracy and meeting deadlines.

Communication: Excellent written and verbal communication skills with the ability to handle sensitive conversations and escalate issues diplomatically.

Discretion & Confidentiality: Strong understanding of data protection, confidentiality, and client privacy protocols.

Problem Solving: Resourceful and solution-oriented, capable of resolving service-related issues with minimal supervision.

Technology Proficiency: Competent in the use of Microsoft Office Suite (Word, Excel, Outlook), CRM systems, and other digital tools used in documentation and client tracking.

Behavioral Attributes:

• High level of integrity and professionalism.
• Empathy and cultural sensitivity when dealing with clients from diverse backgrounds.
• Results-driven mindset with a commitment to quality service delivery.
• Proactive, organized, and dependable.

Bonus Qualifications (Preferred but not mandatory):

• Knowledge of immigration processes (especially Canada, EU, and Caribbean programs).
• Experience working with legal or documentation teams.
• Familiarity with IELTS exam logistics or international relocation services.

Job Type: Full Time

Job Type: Full-time