Client Service Manager

Client Service Manager

About TMF Group

In an environment of ever increasing globalization we provide professional services in 80+ countries to help our clients operate across borders. Whether entering a new market or driving in country growth we ensure they stay focused on their core business, taking the stress away from their accounting, legal and HR responsibilities.

We are embarking on an ambitious growth plan which will be achieved through strong organic growth, the entrance to new markets and completion of acquisitions. This provides a truly dynamic work environment to build a successful career and see a tangible impact from the work that you complete

Job Purpose:

Global Client Service Manager is the person that is accountable for the delivery of TMF services to one of our key clients on a regional basis through contract management of existing business. The key metric for the role will be the regional achievement of contracted revenues and client satisfaction measures set against the client’s plan.

Key Responsibilities:

• Development of an ongoing commercial and operational relationship with the client and regional contacts that ensures expectations and requirements are fully understood, underpinning an alignment with TMF regional service delivery capabilities for on-going and ad hoc special projects
• Define and manage the regional contract management strategy with the client and across TMF delivery teams
• Delivery of contractual performance consistently across region ensuring contracted service level agreements and in year revenue targets are achieved. Review monthly service delivery and report against all know risks and opportunities associated with existing contracts to prepare a monthly revenue forecast
• Primary point of escalation for both the client and TMF for resolving any issues that may arise on an operational and commercial basis within the region
• Assist the client with any queries through liaising with TMF experts when necessary with particular focus on special projects that may require a specific business case and will require co-ordination of various TMF capabilities to enable execution
• Protect and grow contracted revenues & improve profitability over time through eradicating errors in delivery at a regional level, managing scope, managing change request and identifying new opportunities

Key Requirements:

• Minimum 3 years’ experience of managing multinational Accounting/Payroll/HR Administration/ Corporate Secretarial contracts, working in a client-facing environment, with a good track record of delivering services and growing revenues against client requests
• At least 3 years’ experience of managing against a commercial contract – understands the contract model and can articulate contractual (commercial legal) terms
• 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
• Self-organization / time management: has the ability to organize and execute tasks within a specific timeframe; has the ability to deliver outstanding work to tight deadlines and manage a diverse workload; pays attention to detail and delivers high quality work products
• Ability to collaborate and to drive change in an international matrix environment across a broad set of cultures and business practices. Flexible and able to thrive in fluid environments, without the need for rigid structure
• Ability to travel internationally when required meeting Clients face to face

Working at TMF Group offers:

Learning opportunities: you will work with highly experienced colleagues who are ready to share their knowledge, and will receive the opportunity to work on diverse and complex client requests. You will also be able to apply for and be supported for training

Value-driven work environment: you can expect integrity and respect from all your colleagues and your leadership team

Teamwork: an environment where we learn from our mistakes and work together to improve our processes continuously. A no-blame culture where teamwork is important, valued and lived daily

Ambition: we are a growing company in which we constantly look for the next opportunity and where all ideas are welcome