Service Manager at GVA Partners

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.

Key Responsibilities
Client Onboarding:

• iWelcome newly signed clients, introduce them to the process, and provide full orientation on what to expect, throwing light to the entire journey.
• Schedule appointments and initiate the application process.

Documentation Management:

• iGuide clients through the documentation requirements, ensure timely collection of all necessary documents, maintain accurate records and support with challenging steps.
• Work with cross-functional teams to verify data and resolve discrepancies.
• Follow up with clients regarding outstanding documents prioritizing clients’ comfort.

Application Processing:

• Liaise with legal and immigration partners to ensure efficient processing of client applications and submission of required documentation.
• Offer personalized end-to-end services, including medical and photography services, at clients' convenience.
• Manage the scheduling of IELTS tutorials and exams for Canadian applicant clients.
• Provide ongoing support to clients throughout their incubation program, including meeting reminders and task management.

Data Management:

• Maintain accurate and up-to-date records of client interactions, including meeting notes, communication, and progress updates.
• Ensure data integrity and confidentiality, adhering to organizational standards and regulatory requirements.
• Provide timely and relevant data insights to support internal stakeholders, facilitating informed decision-making and exceptional client service.

Payment Plan Optimization:

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

Client Relationship Management:

• Serve as the primary point of contact post-sale, maintain proactive communication and resolve any client concerns or escalate promptly.
• Acknowledge client inquiries regarding the program and promptly refer them to the appropriate specialist for accurate and informed responses.

Internal Coordination:

• Work closely with operations teams to ensure alignment and smooth handover from sales to service.
• Coordinate with international partners and in-house processing teams to stay updated on client application progress.
• Escalate and follow up on any delays or issues in the processing timeline, ensuring prompt resolution.

Compliance & Confidentiality:

• Ensure all client information is handled in accordance with legal and company confidentiality standards.
• Maintain a comprehensive client database.
• Adhere to national data protection regulations while managing client data.
• 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.