Client Services Manager (Bilingual English/Portuguese)

About the role

The Client Services Manager will lead a newly created Client Services team in Lisbon, reporting to the Operations Site Manager. The role focuses on delivering excellent service for international health insurance plans, acting as the main point of contact for policyholders, partners and internal stakeholders.

Key responsibilities

• Build, organise and supervise a team of Client Services Officers, defining objectives and monitoring performance.
• Control activity reports, deadlines and quality processes to ensure high service standards.
• Represent the company in client meetings, prepare presentations and manage complaints.
• Collaborate with sales managers on client satisfaction initiatives, tender processes and renewal discussions.
• Drive continuous improvement of processes, efficiency and quality.
• Recruit, onboard and develop team members in line with company values.

Required profile

• Proven experience in client service, customer journey improvement or related roles, preferably in insurance.
• Strong organisational, analytical and results‑oriented mindset.
• Ability to work autonomously in a fast‑paced environment and take initiative.
• Excellent communication and relationship‑building skills.
• Bilingual fluency in English and Portuguese.

Required skills

• Familiarity with administration software and KPI tracking.