Develop and implement the client service strategy, operating standards, policies, and service governance framework in line with business objectives.
Establish clear service expectations, SLAs, escalation protocols, and performance standards across customer-facing channels.
Identify structural weaknesses within the service function and lead initiatives to improve efficiency, consistency, and customer outcomes.

Service Operations & Performance

Provide oversight of daily client service and contact-canter operations, ensuring service levels, response times, productivity, and resolution targets are consistently achieved.
Establish and monitor key service metrics, using performance data to identify operational gaps and drive corrective action.
Ensure service processes remain scalable as customer volumes, products, and service channels expand.

Complaints & Escalation Management

Own the governance framework for customer complaints, escalations, and complex service cases, ensuring timely resolution within defined SLAs.
Analyses recurring complaints and service failures to identify root causes rather than treating individual cases in isolation.
Work with relevant business functions to eliminate recurring issues and improve the end-to-end customer experience.

Customer Insights & Service Improvement

Use customer feedback, complaints data, service trends, and behavioral insights to identify opportunities for process and journey improvement.
Champion the voice of the customer in product, operational, and business discussions.
Translate customer insights into practical recommendations that improve customer satisfaction, retention, and ease of service.

Quality, Technology & Process Optimization

Establish a structured quality assurance framework for customer interactions across relevant service channels.
Drive the effective use of CRM, contact-center, customer feedback, automation, and self-service technologies to improve service efficiency.
Review workflows and customer journeys regularly to eliminate avoidable friction, manual processes, and service bottlenecks.

Risk, Compliance & Reporting

Ensure client service operations comply with applicable regulatory, risk, data protection, and internal control requirements.
Identify operational risks within service processes and ensure appropriate controls and mitigation measures are implemented.
Provide management with regular reports covering SLA performance, complaints, service quality, customer trends, operational risks, and improvement initiatives.

Leadership & Stakeholder Management

Lead, coach, and develop the Client Service team, establishing clear accountability, performance expectations, and capability development plans.
Build a service culture focused on ownership, professionalism, responsiveness, and continuous improvement.
Partner with Operations, Product, Technology, Risk, Compliance, and other senior stakeholders to resolve cross-functional service challenges.

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Customer support, client care Jobs for Senior-level in Nigeria