Client Service Manager - US Business Immigration

Accountabilities:

You will manage the operational and client-facing aspects of assigned accounts, ensuring that teams remain aligned, service expectations are clear, and immigration-related workflows progress effectively. Your responsibilities will include:

Build and maintain strong relationships with client stakeholders, understand their priorities, and translate their requirements into practical service delivery processes.

Oversee day-to-day service delivery across assigned accounts, monitor commitments, manage priorities, and address operational challenges.

Design, document, implement, and maintain client-specific standard operating procedures, workflows, playbooks, and escalation protocols.

Coordinate with legal and engagement teams to monitor case progress, milestones, outstanding actions, and dependencies, identifying potential delays and supporting timely resolution.

Track key performance indicators (KPIs), service level agreements (SLAs), and operational metrics to identify trends, risks, and improvement opportunities.

Oversee recurring and ad hoc client reporting, working with reporting specialists and internal teams to ensure accurate and timely information.

Manage client inquiries, operational issues, and escalations, coordinating resolution plans, stakeholder communications, and follow-up actions.

Identify process gaps and inefficiencies, implementing improvements that support standardization, automation, and more scalable operations.

Collaborate with legal teams, engagement leadership, reporting specialists, and other stakeholders to resolve bottlenecks and maintain consistent execution.

Support client onboarding, account transitions, and operational changes, coordinating the implementation of processes, systems, and service expectations.

Coordinate data quality reviews and resolve discrepancies that could affect reporting, client communications, or operational decisions.

Develop and maintain client-facing communications, including service updates, process documentation, FAQs, email templates, and operational guidance.

Organize regular client service meetings and quarterly business reviews, presenting performance insights, improvement initiatives, and action plans while ensuring agreed actions are completed.

Maintain high professional and ethical standards in all business activities.

Requirements:

You are an experienced client service or operational management professional with a strong understanding of service delivery, stakeholder coordination, and continuous improvement. You can manage complex requirements, interpret operational data, and build trusted client relationships while maintaining accountability for results. The following qualifications and skills are expected:

At least 6 years of relevant experience in client service management, service delivery, account operations, or a related operational management role.

Experience overseeing client account operations, managing service expectations, monitoring performance, coordinating stakeholders, and resolving operational challenges.

Proven ability to design, document, implement, and improve operational processes, including SOPs, workflows, escalation procedures, and service delivery controls.

Experience monitoring case workflows, KPIs, and SLAs, identifying risks, investigating issues, and coordinating corrective actions.

Strong client relationship management skills, including facilitating service discussions, managing expectations, communicating with stakeholders, and handling escalations constructively.

Ability to coordinate multiple teams, manage competing priorities, resolve operational bottlenecks, and ensure timely delivery.

Familiarity with case management systems, operational dashboards, reporting platforms, or similar tools.

Strong analytical skills, including reviewing operational data, identifying discrepancies, assessing performance, and turning findings into actionable improvements.

Experience supporting client onboarding, operational transitions, process implementation, or change management initiatives.

Excellent organizational and time management skills, with the ability to manage multiple client requirements, deadlines, and dependencies.

Strong written and verbal communication skills, including the ability to present operational information clearly to internal teams and external clients.

High attention to detail, sound judgment, independence, and a proactive, solutions-oriented approach.

Experience in immigration services, global mobility, legal operations, or professional services is preferred.

Experience managing multiple client accounts or complex, high-volume operations is an advantage.

Familiarity with immigration case management processes, client reporting requirements, and service performance metrics is desirable.

Experience facilitating client service reviews or quarterly business reviews is beneficial.

Proficiency in Microsoft Excel, Power BI, Alteryx, or similar reporting and analytics tools is an asset.

Experience with process automation, workflow optimization, or operational transformation is preferred.

Benefits:

Annual compensation range of $70,000–$105,000.

Regular, full-time employment.

Hybrid and remote work arrangements may be available depending on location and business needs.

Opportunities for professional development and career growth.

A collaborative, globally connected working environment.

The opportunity to contribute to service innovation, operational improvement, and client experience initiatives.