Senior Client Service Manager

hace 2 semanas

Bogota, Colombia My Visa Source A tiempo completo

My Visa Source is a premier provider of immigration services in the digital era. MVS is seeking a Senior Client Service Manager to join our expanding team. We pride ourselves on having a client-centered focus, backed by leading technology.

Across the globe, our offices help thousands of individuals and business people navigate through Canadian and United States immigration law and policy on an annual basis. We've built a track record to be proud of, which is equally matched by the firm culture. We care about our team and our clients.

You have a passion for helping others. As a Senior Client Service Manager, you will support the Client Service Representative team.

The Senior Client Service Manager is a senior management-level position responsible for accomplishing results through the management of a team or department to drive client resolution and support activities in coordination with the Client Service team. The overall objective of this role is to drive the seamless delivery of client service support to external clients.

**Responsibilities**:

- Manage one or more teams in servicing and/or sales as well as complex and variable issues with significant impact over department(s. Evaluates team’s performance, make recommendations for hiring, terminations and other personnel actions and maintain appropriate staffing requirements to meet operational needs, manage team to meet goals within the budget and KPIs.
- Monitor, research and evaluate technological advances in the industry to identify appropriate alternatives for enhancing current department operations and evaluate cost/benefits, make recommendations, develop and oversee implementation plans
- Demonstrate a comprehensive understanding of how own area collectively integrates to contribute to achieving overall business goals; requires basic industry knowledge
- Provides evaluative judgment based on analysis of information in complicated and unique situations, identify and analyze escalated problems and provide guidance to team members for resolution
- Negotiate solutions and acts as a liaison with internal and external customers, as necessary
- Responsible for delivery of end results, shared responsibility for budget management and accountable for resource planning
- Ensure essential procedures are followed, contribute to defining standards
- Develop and implement effective policies and procedures to ensure timely, accurate, cost effective and customer service meets or exceeds client expectations

**Qualifications**:

- 3+ years of relevant experience
- Senior management experience
- Consistently demonstrate clear and concise written and verbal communication

**Education**:

- Bachelor's degree/University degree or equivalent experience
- Master's degree preferred

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