Client Services Manager

VACANCY ANNOUNCEMENT @ NICO ASSET MANAGERS

Location: Malawi

NICO Asset Managers is inviting applications from suitably qualified and experienced professionals for the position of Client Services Manager.

Identify pain points and bottlenecks in the customer journey and work with relevant teams to address them.
Review and streamline customer processes to improve response times, efficiency, and service delivery.
Oversee the resolution of client complaints in a timely and professional manner.
Implement digital solutions and automation to enhance customer convenience and service accessibility.
Develop and implement customer experience strategies.
Analyse customer interactions to identify areas for improvement in processes and employee training.
Lead customer experience initiatives, including client visits and engagements.
Implement and monitor a structured complaint management system.
Monitor service level agreements relating to response times, complaint resolution, and client retention.
Develop and monitor customer service standards across all client interaction channels.
Analyse customer service data and recommend improvements.
Develop customer segmentation strategies and tailor communication approaches to diverse customer needs.
Identify opportunities for cross-selling and up-selling relevant products and services.
Collaborate with relationship managers and business development teams to identify business opportunities.
Monitor cross-selling targets and recommend service process improvements.

Bachelor's Degree in Business Administration, Marketing, or a related field.
At least three (3) years' experience in customer service management, including at least three years in a leadership role.
Proficiency in CRM tools, data analytics, and customer feedback management platforms.
Ability to design and implement customer-centric initiatives.
Basic knowledge of the Investment Management, Finance, or Banking industry is an added advantage.

Eligible candidates should submit their:

Email: vacancy@nicoassetmanagers.com

Saturday, 25 July 2026

NICO Group is an equal opportunity employer.