Client Service Manager at Lead Enterprise Support Company Limited

LEAD Enterprise Support Company Limited is a foremost Human Resources Solutions organization with many years of cumulative experience and expertise. We are prolific in Outsourcing, Recruitment, Head hunting and HR Advisory. We are a multi-sectorial servicing company, with landmark service deliverables to our clients in varied industries.

We are recruiting to fill the position below:

Job Title: Client Service Manager

Location: Alausa-Ikeja, Lagos
Employment Type: Full-time
Industry: Health Maintenance Organization (HMO)

Job Summary

• 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.

Key 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 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
31st December, 2025.