Client Service Manager – Immigration Law Practice
Join the leader in global work. Vialto helps leading organizations identify, develop, and execute their workforce priorities with confidence. Our practice areas include global tax, immigration, rewards, advisory and Vialto private, and our team is the gold standard in navigating the complexities of cross-border compliance, and workforce strategies. We are looking for people our clients and assignees can count on to thoughtfully deliver clear solutions to complex problems.
To be the best in the business, we cultivate a dynamic, highly collaborative culture that fuels the growth of our people. We invite you to inquire boldly, learn deeply, and grow endlessly with us. You’ll work alongside recognized experts, shaping people-first, technology-driven solutions that drive the future of work. We help our clients achieve their goals and imagine new possibilities. And we can do the same for you. Whatever your aspirations, Vialto can help you find your way.
Job Summary
As a Client Service Manager within Vialto Partners' Immigration Law practice, you will oversee day-to-day client service and operational delivery for one or more client accounts, ensuring consistent, high-quality service and an exceptional client experience. You will serve as a key point of coordination between client stakeholders, engagement leadership, and legal teams, overseeing operational workflows, monitoring service performance, resolving escalations, and driving continuous improvement initiatives. This role requires a proactive, solutions-oriented professional with strong client relationship management skills, operational expertise, and the ability to translate client needs and performance insights into practical improvements that enhance efficiency, accountability, and service delivery.
Job Description
A career within our Immigration Law practice will provide you with the opportunity to help our clients adopt a more strategic approach to managing their immigration needs.
As a Client Service Manager, you will play a critical role in maintaining strong client relationships and ensuring effective operational delivery across client engagements. Working closely with client stakeholders, engagement leadership, and legal teams, you will translate client requirements into practical processes, monitor service commitments, coordinate operational activities, and proactively address challenges that may impact service quality.
You will help strengthen workflows, improve operational consistency, and identify opportunities to enhance efficiency and the overall client experience.
What You'll Create and Do
Professional skills and responsibilities for this role include, but are not limited to:
- Client Relationship Management: Build and maintain strong relationships with client stakeholders and engagement teams, understanding client priorities, managing service expectations, and translating requirements into effective operational practices.
- Service Delivery Management: Oversee day-to-day operational service delivery for assigned client accounts, ensuring service commitments are met, priorities are effectively managed, and operational challenges are addressed promptly.
- Operational Process Development: Design, document, implement, and maintain client-specific standard operating procedures (SOPs), workflows, playbooks, and escalation protocols, ensuring clear responsibilities, handoffs, and accountability.
- Case Management Oversight: Coordinate with legal and engagement teams to monitor case progression, milestones, outstanding actions, and dependencies, proactively identifying potential delays and supporting timely resolution.
- Performance Monitoring: Monitor key performance indicators (KPIs), service level agreements (SLAs), and operational performance metrics, identifying trends, service risks, and opportunities for improvement.
- Client Reporting and Analytics: Oversee recurring and ad hoc client reporting requirements, collaborating with reporting specialists and engagement teams to ensure timely, accurate, and meaningful reporting.
- Issue Resolution and Escalation Management: Manage client service inquiries, operational challenges, and escalations, coordinating appropriate resolution plans, stakeholder communications, and follow-up actions.
- Continuous Improvement: Identify process gaps, operational inefficiencies, and opportunities for standardization or automation. Implement improvements that enhance service quality, reduce manual effort, and support scalable operations.
- Cross-Functional Collaboration: Partner with legal teams, engagement leadership, reporting specialists, and other stakeholders to resolve operational bottlenecks, align priorities, and ensure consistent execution of service commitments.
- Client Onboarding and Change Management: Support client onboarding, account transitions, and operational changes, coordinating the implementation of agreed processes, systems, workflows, and service expectations.
- Data Quality and Integrity: Coordinate data integrity reviews with engagement and reporting teams, identifying and resolving discrepancies that may impact reporting accuracy, client communications, or operational decision-making.
- Client Communications: Develop and maintain clear, consistent client-facing communications, including service updates, process documentation, FAQs, email templates, and operational guidance.
- Client Service Reviews: Coordinate regular client service meetings and quarterly business reviews (QBRs), presenting operational updates, service performance insights, improvement initiatives, and action plans while ensuring follow-through on agreed actions.
- Professional Standards: Uphold the firm's code of ethics, professional standards, and business conduct.
What You'll Bring to This Role
- Minimum of 6 years of relevant professional experience in client service management, service delivery, account operations, or a related operational management function, preferably within professional services, legal services, immigration, global mobility, or another complex, service-driven environment.
- Demonstrated experience overseeing operational service delivery for client accounts, including managing service expectations, monitoring performance, coordinating stakeholders, and resolving operational challenges.
- Proven experience designing, documenting, implementing, and improving operational processes, including SOPs, workflows, escalation procedures, and service delivery controls.
- Experience monitoring case workflows, service commitments, KPIs, and SLAs, with the ability to identify risks, investigate operational issues, and coordinate corrective actions.
- Strong client relationship management skills, including experience facilitating service discussions, managing expectations, communicating with stakeholders, and handling escalations constructively.
- Ability to coordinate activities across multiple teams, manage competing priorities, resolve operational bottlenecks, and ensure timely completion of deliverables.
- Experience working with case management systems, operational dashboards, reporting platforms, or similar tools to monitor service delivery and interpret performance trends.
- Strong analytical skills, including the ability to review operational data, identify discrepancies, assess service performance, and translate findings into actionable improvements.
- Experience supporting client onboarding, operational transitions, process implementation, or change management initiatives.
- Excellent organizational and time management skills, with the ability to manage multiple client requirements, deadlines, and cross-functional dependencies.
- Strong written and verbal communication skills, with the ability to present operational information clearly and effectively to both internal teams and external clients.
- High attention to detail, sound judgment, and the ability to work independently while maintaining accountability for service commitments.
- A proactive, solutions-oriented mindset with a commitment to operational excellence, continuous improvement, and exceptional client service.
Preferred Qualifications
- Experience in immigration services, global mobility, legal operations, or professional services.
- Experience managing service delivery across multiple client accounts or complex, high-volume operational environments.
- Familiarity with immigration case management processes, client reporting requirements, and service performance metrics.
- Experience facilitating client service reviews or quarterly business reviews.
- Proficiency in Microsoft Excel, Power BI, Alteryx, or similar reporting and analytics tools.
- Experience supporting process automation, workflow optimization, or operational transformation initiatives.
Additional Information
Employment Type: Regular Full Time
Work Arrangement: Hybrid and remote roles available depending on location and business needs.
Compensation Range: $70,000 – $105,000 annually.
Compensation within the range will be determined based on factors such as location, relevant experience, skills, qualifications, and other considerations.
Build Your Career with Vialto
At Vialto Partners, you'll have the opportunity to grow your career in a collaborative, globally connected environment where your expertise and contributions make a meaningful impact. We are committed to fostering professional development, embracing innovation, and empowering our people to deliver exceptional client experiences.
As a Client Service Manager, you'll play an important role in strengthening client relationships, improving service delivery, and helping organizations navigate the complexities of global mobility. Join a team that values collaboration, continuous improvement, and the opportunity to make a difference.
