Senior Client Service Manager

About TMF Group

TMF Group is a leading provider of critical administrative services, helping clients invest and operate safely around the world. We provide legal, financial and employee administration through TMF Group’s teams in 120 offices.

Discover the role

The Senior Client Service Manager is the person that is accountable for the development of TMF services to a portfolio of global clients through contract management of existing business. The key metric for the role will be the achievement of contracted revenues and client satisfaction measures against a portfolio of directly assigned global accounts.

The role works with clients where there is a degree of volatility, caused by a combination of non-standard scope, and change in the client’s agenda (for example rapid geographic expansion, M&A activity, centralization of operations etc.) These interactions will be frequent and at multiple levels and will be defined within a contact strategy and formal governance process.

He/she is the single point of contact for regular interactions with the client senior and middle management at the operational (user) level, and TMF local offices.

Your responsibilities will include but will not be limited to:

• Responsible for building and maintaining relationships with key service/functional owners on client account. Respond or re-direct queries accordingly to provide a good client service;
• Understand the client contracts in detail (including scope and local delivery models);
• Accountable for overall service & project delivery on Client Account. Working with the Client Director on identifying risks and opportunities;
• Accountable for Quality of Delivery (SLA performance);
• Participate in the handover process from the Implementation and On-boarding team; ensure that the right documentation is in place and up to date when a client is transferred and that all process changes are properly documented to BAU stage;
• Responsible for managing and overseeing escalations including persistent delivery issues in the countries which should be identified so corrective plans can be agreed and actioned with the local offices. Create escalation logs as needed;
• Set up reporting frameworks with the CST (Client Service Team) which cover monthly billing reports, the monthly service delivery calendar and change request note tracker, plus KPI performance reports;
• Track and review contract performance using the CST outputs, identifying and recommending actions where deviations on performance are identified through these reports;
• 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 and resolve any issues causing late payment;
• Manage proactive initiatives to improve client satisfaction;
• Hold regular business reviews with the client to ensure delivery to their P&L. Hold regular internal business review meetings with local offices to identify performance and any improvements;
• Manage the annual contract review by ensuring the scope of the contract remains relevant in all areas both in terms of scope, volume and pricing. Identify if any contracts parts require renewal in the next 6 months and agree a plan with the client to ensure all contracts remain current, plus confirm that operational readiness for the year ahead is in place.

About you:

Ideally, you meet the following hiring criteria:

• Bachelor’s degree, preferably in Finance/Accounting;
• Experience in HRP field – very good understanding and knowledge;
• At least four years of experience working in a client-facing environment, with a good track record of delivering services;
• Experience in basic Project Management principles;
• At least 4 years’ experience of managing against a commercial contract – understands the Service Level Agreements (SLAs) and definitions of scope as applied to pricing;
• Track record in managing BPO/Professional Services delivery on a regional or global basis;
• Experience of working in a global matrix environment, with geographically dispersed resources;
• Fluent, clear and concise in English written and oral communication;
• 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;
• Able to travel internationally when required meeting clients face to face;

What's in it for you?

Pathways for career development

• Work with colleagues and clients around the world on interesting and challenging work;
• We provide internal career opportunities so you can take your career further within TMF;
• Continuous development is supported through global learning opportunities from the TMF Business Academy;

Making an impact

• You’ll be helping us to make the world a simpler place to do business for our clients;
• Through our corporate social responsibility programme, you’ll also be making a difference in the communities where we work;

A supportive environment

• Strong feedback culture to help build an engaging workplace;
• Our inclusive work environment allows you to work from our offices around the world, as well as from home, helping you find the right work-life balance to perform at your best

Applications close: 18 Aug 2022 Central Europe Daylight Time

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