Client Service Manager

3 weeks ago

Philippines Manila TMF Group Full time
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.

TMF India is a Great Place to Work, ISO & ISAE certified organization.

About The Role

The Client Service Manager is accountable for the overall delivery of services for the global client, is required to maintain a portfolio of clients and manage the global client contracts. The Client Service Manager will be required to protect and grow contracted revenues, monitor performance against KPI's, manage scope and change request and respond to escalations. The Client Service Manager will act as a bridge between the global client and local offices by establishing proper governance structure to ensure quality, timeliness, accuracy of the service delivery resulting in an increase in client satisfaction. The role will report into the Director Client Service Management and will collaborate closely with the TMF Local Teams, Practice Market leads, Implementation and On-boarding, Internal Functions and the Account Directors.

Key Responsibilities

  • Participation in the handover process from the Implementation and On-boarding team.
  • Acting as a main client contact from TMF for allocated global clients.
  • Building and maintaining relationships with key service/functional owners on client accounts.
  • Managing the annual contract review by ensuring the scope of the contract remains relevant in all areas in terms of scope, volume and pricing.
  • Accountability for overall service & project delivery on Client Account and accountable for Quality of Delivery (SLA performance), working with the Account Director to identify risks and opportunities.
  • Managing and overseeing escalations including delivery issues in the countries which should be identified so corrective plans can be agreed and actioned with the TMF local offices. Create escalation logs as needed.
  • Managing Change Request Note (CRN) process, ensure all contractual and pricing changes are agreed and administered as necessary.
  • Together with Group Finance, managing debtor days and resolve any issues causing late payment.
  • Proactive initiatives to improve client satisfaction, based on but not limited to feedback provided through regular client surveys. With this client feedback, create and maintain a Client Service Plan which includes actions for improvements.
  • Regular service reviews with the client providing them with regular data on KPI delivery and any other relevant information, as well as internal service review meetings with local offices to identify performance and any improvements

Key Requirements

  • University degree
  • Basic knowledge in the area of Accounting & Tax
  • Proficiency in English
  • Willingness of working in a client-facing environment
  • Willingness to manage against a commercial contract – understands the SLAs and definitions of scope
  • Demonstrable experience in an outsourcing, multi-shored environment.
  • Self-organization / time management: can organize and execute tasks within a specific timeframe; can deliver outstanding work to tight deadlines and manage a diverse workload; pays attention to detail and delivers high quality work products.
  • Experience of working in an international matrix environment, flexible and demonstrates the ability to collaborate in a fluid environment across a broad set of cultures and business practices.

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 program, 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.

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