International Client Team Manager

International Client Team Manager
Viseu
Viseu, Viseu District, Portugal

#ABOUTUS

Global Citizen Solutions is a multidisciplinary firm specializing in dual citizenship solutions, investment programs and global mobility strategies worldwide. We provide, and collaborate with expert partners, services in wealth management, relocation, legal and tax affairs, and concierge.

#ABOUTTHEROLE

Within the International Client Management unit, the International Client Team Manager is responsible for leading and developing a global team of Client Executives. The role focuses on ensuring seamless client experiences, optimizing processes, maintaining SLA compliance across all programs, and driving both service excellence and business growth.

#ABOUTTHECHALLENGE

• Staff, train, and manage a small team of international Client Executives.
• Conduct performance reviews and provide ongoing coaching.
• Establish team coverage protocols and backup systems for service continuity.
• Oversee
  -
  - end client application processes across all immigration programs.
• Establish and maintain Service Level Agreements (SLAs) for each program.
• Harmonize processes and outputs across multiple immigration programs, improving continuously service delivery procedures.
• Ensure data integrity and accurate client information across all systems.
• Oversee client journeys and ensure seamless experience at each touchpoint.
• Monitor client communication quality and response times.
• Identify and propose upsell and
  - sell opportunities for existing clients.
• Create referral generation systems from satisfied clients.
• Provide regular feedback to Product team and Sales teams on client experience, product satisfaction, and service delivery challenges.

#ABOUTYOU

• Native/high level of English, written and spoken.
• The ability to adapt, interact and manage with different types of individuals from differentiated cultures.
• The ability to design and implement adequate consulting strategies for each process stage.
• Strong verbal and written communication.
• Good interpersonal skills.
• Strong eye for detail and troubleshooting attitude.
• The ability to take/provide constructive and positive feedback.
• Skill in communicating effectively in writing, using
  - appropriate language and terminology and with a variety of personalities across all levels of the organisation.
• Able in managing time and multiple work streams and meeting various deadlines, with
  - paced processes.
• Ability to solve problems creatively and effectively.
• Teamwork mindset
• Strong work ethic.

#ALSOYOU

• Independent: showed able to organize oneself.
• Doer: you have to love getting results yourself.
• Flexibility: Ready to adapt to a variety of tasks.
• Focused: values more stability, than the shiny new opportunities that pop up.

#OUROFFER

• Join a multidisciplinary team in a multinational environment.
• Fast-paced, highly structured and dynamic business environment.
• Comfortable office, located in a prestigious area in Lisbon, with a very easy access by public transportation (metro, bus, train and boat).

#OURVALUES

• Client Centric: strive to understand the clients and offer them the best solutions, taking into consideration that each person's needs are unique.
• Coachable: Open to receiving training and constant small improvements, even if experienced.
• Independent: able to organize oneself without “babysitter”
• Doer: you have to love getting results yourself.
• Flexibility: Ready to adapt to a variety of tasks.
• Focused: values more stability, than the shiny new opportunities that pop up.