Client Service Manager - US Business Immigration

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Client Service Manager - US Business Immigration based in Canada. As a Client Service Manager, you will oversee client relationships and operational service delivery across US business immigration engagements. You will act as a key liaison between client stakeholders, legal teams, and internal leadership, ensuring that service commitments are consistently met. The role combines relationship management, operational coordination, performance monitoring, and process improvement. You will help translate client needs into effective workflows while maintaining visibility over case progress, priorities, and potential risks. By strengthening reporting practices and resolving service challenges, you will contribute to more efficient, reliable, and scalable operations. This is an opportunity to make a meaningful impact in a collaborative, client-focused professional services environment. Accountabilities: You will manage the operational and client-facing aspects of assigned accounts, ensuring that teams remain aligned, service expectations are clear, and immigration-related workflows progress effectively. Your responsibilities will include: - Build and maintain strong relationships with client stakeholders, understand their priorities, and translate their requirements into practical service delivery processes. - Oversee day-to-day service delivery across assigned accounts, monitor commitments, manage priorities, and address operational challenges. - Design, document, implement, and maintain client-specific standard operating procedures, workflows, playbooks, and escalation protocols. - Coordinate with legal and engagement teams to monitor case progress, milestones, outstanding actions, and dependencies, identifying potential delays and supporting timely resolution.

- Track key performance indicators (KPIs), service level agreements (SLAs), and operational metrics to identify trends, risks, and improvement opportunities. - Oversee recurring and ad hoc client reporting, working with reporting specialists and internal teams to ensure accurate and timely information. - Manage client inquiries, operational issues, and escalations, coordinating resolution plans, stakeholder communications, and follow-up actions. - Identify process gaps and inefficiencies, implementing improvements that support standardization, automation, and more scalable operations. - Collaborate with legal teams, engagement leadership, reporting specialists, and other stakeholders to resolve bottlenecks and maintain consistent execution. - Support client onboarding, account transitions, and operational changes, coordinating the implementation of processes, systems, and service expectations. - Coordinate data quality reviews and resolve discrepancies that could affect reporting, client communications, or operational decisions. - Develop and maintain client-facing communications, including service updates, process documentation, FAQs, email templates, and operational guidance. - Organize regular client service meetings and quarterly business reviews, presenting performance insights, improvement initiatives, and action plans while ensuring agreed actions are completed. - Maintain high professional and ethical standards in all business activities. Requirements : You are an experienced client service or operational management professional with a strong understanding of service delivery, stakeholder coordination, and continuous improvement. You can manage complex requirements, interpret operational data, and build trusted client relationships while maintaining accountability for results. The following qualifications and skills are expected: - At least 6 years of relevant experience in client service management, service delivery, account operations, or a related operational management role.