Client Service Manager A&T

We never ask for payment as part of our selection process, and we always contact candidates via our corporate accounts and platforms. If you are approached for payment, this is likely to be fraudulent. Please check to see whether the role you are interested in is posted here, on our website.

About TMF Group  

We never ask for payment as part of our selection process, and we always contact candidates via our corporate accounts and platforms. If you are approached for payment, this is likely to be fraudulent. Please check to see whether the role you are interested in is posted here, on our website.

About TMF Group  

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 with HR and payroll, accounting and tax, corporate secretarial, international corporate structuring, fund administration and structured 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. Global reach, local knowledge: helping to do business seamlessly across borders. 

Key Responsibilities

• Act as a main client contact from TMF for global clients.
• 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 to 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. Ensure all contractual and pricing changes are agreed and administered as necessary
• Together with Group Finance, manage debtor days and resolve any issues causing late payment

Key Requirements

• Bachelor’s degree.
• Experience in the area of Accounting & Tax, HRP or GEM (depending service line allocation)
• Is fluent, clear and concise in English written and oral communication.
• At least three years of experience working in a client-facing environment, with a good track record of delivering services
• Experience of basic Project Management principles; able to identify key deliverables/structure key activities into work assignments; plan timing and work, monitor progress; priority setting/adjust appropriately to changing demands.
• At least three years’ experience of managing against a commercial contract – understands the SLAs and definitions of scope
• Extensive experience managing complex BPO/Professional Services delivery on a regional or global basis
• Extensive experience growing and managing client relationships
• Demonstrable experience in an outsourcing, multi-shored environment.
• Experience of working in a global matrix environment, with geographically dispersed resources.
• Demonstrated results in Service Level Agreements (SLA) metrics and measures

What’s in it for you? 

• Our offices are easily accessible by public transportation (LRT & Monorail) 
• Flexible working arrangements 
• 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 

Applications close: 30 Jun 2022 Singapore Standard Time

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

Candidates must be resident in Malaysia, or have the right to work in Malaysia.