Head, Customer Service

Optiva Capital Partners is a leading investment immigration, International Real estate, and Insurance firm, supporting high-net-worth individuals and their families to secure alternative residency and citizenship, protect their wealth and expand their global mobility. Headquartered in Victoria Island, Lagos, with offices in Abuja and other locations, we serve a discerning clientele for whom discretion, accuracy and responsiveness are not optional.

We are seeking an experienced and commercially minded Head of Customer Service to lead the organisation’s client service and client experience function across all offices.

The ideal candidate must have a strong track record in client service leadership, sales, client relationship management and business development, with the ability to translate client interactions into client retention, revenue growth and long-term business relationships.

The successful candidate will be responsible for establishing a client-centric culture, setting and maintaining service standards, resolving escalated client issues, developing client retention strategies, and working closely with the Sales, Marketing, Processing and Operations teams to drive overall business performance.

This position requires a confident and highly experienced professional who understands both service delivery and commercial objectives, and who can operate credibly with high-net-worth clients.

DUTIES & RESPONSIBILITIES:

1. Client Service & Experience Leadership

· Develop and implement the Company’s client service and client experience strategy across all offices.

· Establish and maintain high standards for client interactions across all channels.

· Monitor client satisfaction, complaints, feedback and service quality.

· Develop systems for promptly resolving client complaints and escalated issues.

· Ensure consistent and professional communication with clients at every stage of their application journey.

· Identify recurring client issues and implement corrective measures with the relevant departments.

2. Sales & Revenue Growth

· Leverage client relationships and service interactions to identify sales, referral and cross-selling opportunities.

· Work closely with the Sales team to improve client conversion, retention and revenue generation.

· Develop strategies for retaining high-value and existing clients.

· Monitor client behaviour and feedback to identify opportunities for new products and services.

· Support the development of key account and client relationship strategies.

3. Team Leadership & Performance Management

· Lead, coach and develop the Client Service team across Lagos, Abuja and other branch locations.

· Conduct regular performance reviews and provide coaching and mentoring.

· Identify training and development needs within the team.

· Build a culture of accountability, professionalism and client ownership.

· Ensure adequate staffing and effective allocation of client service resources.

4. Client Retention & Relationship Management

· Develop initiatives aimed at increasing client loyalty and retention.

· Maintain strong relationships with key clients and strategic accounts.

· Personally intervene in sensitive or high-value client matters where necessary.

· Develop client feedback mechanisms and use the insights to improve service delivery.

· Monitor client attrition and recommend strategies to reduce it.

5. Compliance, Confidentiality & Risk

· Ensure client data is handled in strict compliance with the Nigeria Data Protection Act 2023 and the Company’s data protection policies.

· Maintain the standard of confidentiality expected in the handling of client identity, financial and source-of-funds documentation.

· Ensure the team’s conduct complies with Company policy, applicable programme requirements and regulatory obligations.

· Escalate significant service, reputational and regulatory risks promptly.

6. Reporting & Analytics

· Develop and present regular client service performance reports to Executive Management.

· Monitor and report on key performance indicators, including:

– Client satisfaction and Net Promoter Score

– Client retention and attrition

– Complaint resolution time

– First-contact resolution

– Client response time

– Sales conversion

– Repeat and referral business

– Revenue generated from existing clients

· Present findings and recommendations to Executive Management.

EDUCATION / EXPERIENCE / SKILLSET

Educational Qualifications

· Bachelor’s Degree in Business Administration, Marketing, Management, Communications or a related field.

· A Master’s degree is an added advantage.

· Relevant professional certification in Client Experience, Sales, Marketing or Management is an added advantage.

Experience Requirements

· Minimum of 15 years’ progressive professional experience in client service, sales, relationship management, business development or a related commercial function.

· At least 7 years in a senior management or leadership position.

· Experience within financial services, investment, banking, insurance, wealth management or professional advisory services is required.

· Strong and demonstrable sales experience is mandatory.

· Proven experience managing client-facing teams across multiple locations.

· Demonstrated experience managing high-net-worth or high-value client relationships.

· Experience developing and implementing client retention strategies.

· Experience in a fast-paced, target-driven commercial environment.

· Experience working with CRM systems and client analytics.

· Exposure to investment immigration, residency or citizenship by investment, or international wealth advisory, will be a distinct advantage.

Required Skills & Competencies

· Exceptional leadership and people-management skills

· Strong sales and commercial acumen

· Client relationship management at high-net-worth level

· Excellent communication and negotiation skills

· Conflict and complaint resolution

· Discretion and sound judgement in handling confidential client information

· Strategic thinking

· Business development

· Client retention

· Performance management

· Problem-solving and decision-making

· Data analysis and reporting

· Strong knowledge of CRM systems

· High emotional intelligence and interpersonal skills

· Professionalism and executive presence

Pay: From ₦3,000,000.00 per month

Application Question(s):

• Do you have proven experience in managing High Net-worth individuals?
• Are you adept with CRM system and client analytics?

Education:

• Higher National Diploma (Preferred)

Experience:

• professional customer service: 10 years (Required)
• senior management : 7 years (Required)

Location:

• Lagos (Required)

Work Location: In person