Client Service Manager at Kaplo Africa

Kaplo is Africa's most innovative Human Resource & Business Support Solutions provider, serving clients with cutting-edge business advisory and human capital solutions across diverse sectors of the African economy.

At Kaplo, we have proven expertise in business advisory and human resource capabilities targeted at productivity, profitability, sustainability, transformation and overall growth of your business.

We are recruiting to fill the position below:

Job Title: Client Service Manager

Location: Lagos
Employment Type: Full-Time
Industry: Health Maintenance Organization (HMO)

Job Description

• The Client Service Manager is responsible for ensuring excellent service delivery, enrollee satisfaction, and effective communication between clients, healthcare providers, and internal departments.
• This role oversees client relations, manages escalations, drives service improvement initiatives, and ensures compliance with NHIA service standards.
• The ideal candidate is customer-focused, organized, and experienced in healthcare or insurance customer service operations.

Responsibilities
Client Relationship Management:

• Serve as the primary contact for corporate clients, ensuring timely responses to inquiries and concerns.
• Build and maintain strong relationships with clients to support retention and renewal.
• Conduct periodic client visits, service reviews, and satisfaction assessments.

Enrollee Support & Satisfaction:

• Oversee resolution of enrollee complaints, service gaps, and access-to-care challenges.
• Ensure prompt processing of enrolments, ID cards, benefit clarification, and provider assignments.
• Manage escalated issues from call center, field officers, or provider relations teams.

Service Delivery Monitoring:

• Track and monitor service quality across providers to ensure clients receive timely and appropriate care.
• Collaborate with the Medical/Operations team to resolve authorization delays, claims issues, or service breakdowns.
• Ensure compliance with NHIA service delivery and customer protection guidelines.

Process Improvement & Quality Assurance:

• Identify systemic issues affecting client satisfaction and recommend process improvements.
• Develop and implement client service policies, SLAs, and service enhancement programs.
• Monitor TAT (Turnaround Time) for various service requests and ensure targets are met.

Reporting & Documentation:

• Prepare weekly and monthly reports on client feedback, service requests, escalations, and performance metrics.
• Track client complaints and resolutions using CRM platforms or internal tools.
• Provide reports to management on trends, risks, and recurring issues.

Team Leadership:

• Supervise and guide client service officers, call center agents, or field service personnel.
• Conduct training for frontline staff on communication, customer care, and service protocols.
• Drive a culture of empathy, professionalism, and client-centric service.

Support for Business Retention & Growth:

• Work closely with the Marketing and Business Development teams on client presentations, onboarding, and renewals.
• Participate in client onboarding activities, ensuring smooth transitions and proper understanding of benefits.
• Provide insights into client needs for product development and service improvement.

Compliance & Ethical Standards:

• Ensure client service activities align with NHIA standards and HMO policies.
• Maintain confidentiality and safeguard client data according to industry regulations.
• Always uphold ethical service practices.

Requirements

• Education: Bachelor’s Degree in business administration, Public Health, Mass Communication, Customer Service Management, or related fields.
• Additional certifications in Customer Service, Healthcare Management, or Project Management are an advantage.
• Experience: Minimum of 5 years of client service experience, ideally in an HMO or health insurance environment.
• Experience handling corporate clients, escalations, and service improvement programs.

Skills & Competencies:

• Excellent communication and interpersonal skills.
• Strong problem-solving and conflict resolution abilities.
• Proficiency in CRM tools, Microsoft Office, and reporting systems.
• Knowledge of NHIA regulations and HMO operational processes.
• Strong organizational and time management skills.
• Leadership and team-coordination abilities.
• High emotional intelligence and customer empathy.

Compensation & Benefits

• Competitive salary.
• Health insurance coverage.
• Field allowance (where applicable).
• Opportunities for training and professional development.
• Statutory benefits.

Application Closing Date
30th November, 2025.

How to Apply
Interested and qualified candidates should send their CV to: kaploafrica@gmail.com using “Client Service Manager– Lagos.” as the subject of the mail.