Accounting and Tax Client Service Director

TMF Group is a leading global provider of high-value business services to clients operating and investing globally. We focus on providing specialized and business-critical financial and administrative services that enable our clients to operate their corporate structures, finance vehicles and investment funds in different geographical locations.

Our core services can help companies of all sizes withHR and payroll,accountingandtax,corporate secretarial,international corporate structuring,fund administrationandstructured finance– whether a company wants to globalize, or whether they need support to streamline existing operations.

With operations in more than 80 countries, TMF Group is the global expert that understands local needs.

About the role 
The Client Service Director is accountable for the overall delivery of the services for the portfolio of global clients with a special focus on improving operational services. The Client Service Director will be required to protect contracted revenue, review profitability, KPIs and suggest improvements, manage scope, change requests and respond to escalations. The job holder should act as a bridge between the global client and local offices by establishing proper governance structure in order to ensure quality, timeliness, accuracy of the service delivery resulting in constant increase of client satisfaction. The Client Service Director is overseeing team of Client Service Managers, supports them in day-to-day activities and onboards new employees. The role will report into Global Service Delivery Leader and will collaborate closely with the Market Practice Leaders, Implementation and Onboarding Team, Internal Functions (Operations, Finance) and other Client Directors. 
Your responsibilities will include but will not be limited to:

• Act as main client contact from TMF side for global clients;
• Understand the client contracts in detail, including scope and how the scope is delivered at local office level;
• Accountable for overall service delivery on Client Account;
• Responsible for building and maintaining relationships with key contacts on Client Account;
• Accountable for quality of delivery (SLA performance);
• Accountable for process reviews and process improvements;
• Manage escalations and cooperate with local offices and the client on corrective and execution plan;
• Participate, mainly as being in the loop, in the onboarding phase to ensure smooth transition to BAU phase;
• Ensure that the right documentation is in place and up to date when a client is transferred from the Implementation and Onboarding team to BAU phase;
• Set up reporting framework with the CST (Client Service Team) to manage properly governance process (internal and external performance meetings);
• Cooperate with CST to ensure that agreed documentation is produced and updated regularly by the local offices;
• Track and review contract performance (including revenue and profitability analysis, KPI reporting), identify and recommend actions where deviations on performance are identified;
• Manage CRN process - identify where changes to scope are required relating to existing service lines and location, then define, price and negotiate the necessary changes by gaining input from local teams and the relevant client contacts;
• Together with Group Finance, manage debtor days;
• Manage proactive initiatives to improve client satisfaction;
• Hold regular business reviews with the client;
• Hold regular calls with local offices in order to be up to date with delivery process;
• Manage the annual contract review by ensuring the scope of the contract remains relevant in all areas. Identify if any contracts parts require renewal;
• Identify client growth opportunities and communicate white space opportunities to Global Sales Team and Client Directors;
• Manage team of Client Service Managers;
• Act as a first escalation point for the client for any doubts relating to members of her / his team;
• Cooperate with Global Service Delivery Leader on improving service delivery processes for global clients;

ABOUT YOU Ideally, you are meeting following hiring criteria:

• Bachelor’s degree, preferably in Finance/Accounting;
• Experience in Accounting & Tax field – very good understanding and knowledge of accounting principles;
• At least five years of experience working in a client-facing environment, with a good track record of delivering services;
• Experience in managing qualified team of people, ideally in geographically dispersed environment;
• Experience in basic Project Management principles; able to identify key deliverables and structure key activities into work assignments; plan timing and work, monitor progress;set priority /adjust appropriately to changing demands;
• At least five years’ experience of managing against a commercial contract – understands the Service Level Agreements (SLAs) and definitions of scope as applied to pricing;
• Extensive experience in managing complex BPO/Professional Services delivery on a regional or global basis;
• Extensive experience growing and managing client relationships;
• Experience of working in a global matrix environment, with geographically dispersed resources;
• Demonstrated results in Service Level Agreements (SLAs) metrics and measures;
• Self-organized with appropriate time management skills;
• Ability to collaborate and to drive change in an international matrix environment across a broad set of cultures and business practices;
• Fluent, clear and concise in English written and oral communication;
• Establishes good rapport with internal stakeholders and support functions;
• Acts with the highest level of integrity, generating trust;
• Able to travel internationally when required meeting clients / team face to face

What's in it for you

Make an impact

Our global presence in more than 80 countries allows you to impact how global and diverse clients do business as well as give back to the global communities we operate in

Be part of One TMF

At TMF Group, it’s our people who make us who we are. Our company thrives on entrepreneurial spirit and is full of proactive people who combine enthusiasm with responsibility and accountability.

A world of opportunity

Regardless of where you are in your career, TMF Group opens a world of opportunity where you will be part of our team and is supported in your global career journey.

Applications close: 31 May 2022 Central Europe Daylight Time

For further information, and to apply, please visit our website via the “Apply” button below.