Senior Client Service Manager

TMF Group is a leading provider of administrative services, helping clients invest and operate safely around the world. As we’re a global company with 12,000+ colleagues based in over 125 offices across 87 jurisdictions, we actively seek out people with the talent and potential to flourish at TMF Group, whatever their background, and offer job opportunities to the broadest spectrum of people. Once on board we nurture and promote talented individuals, making sure that senior positions are open to all.

The Client Service Manager is responsible for the overall delivery and management of the global HR & Payroll client contracts, maintaining a portfolio of clients where the scope of services is complex in nature. You will monitor performance against KPIs, and act as a bridge between the global client and local offices by establishing a proper governance structure to ensure quality, timeliness, and accuracy of the service delivery resulting in an increase in client satisfaction.

The role will have leadership responsibilities and will report to the Client Service Director and will collaborate closely with the HR & Payroll Market Leads, Implementation and On-boarding, Internal Functions, and the Client Directors.

• Act as a main client contact from TMF for global clients
• Responsible for building and maintaining relationships with key service/functional owners on client accounts and being the main point of contact for the client for day-to-day delivery matters
• Understand the client contracts in detail (including the scope and local delivery models)
• 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 the BAU stage
• Responsible for managing and overseeing escalations/delivery issues in the countries which should be identified so corrective plans can be agreed upon with the local offices
• Set up reporting frameworks with the teams which cover monthly billing reports, the monthly service delivery calendar, and change request note tracker, plus KPI performance 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
• Hold regular business reviews with the client to ensure delivery to their P&L, providing them with regular data on KPI delivery and any other relevant information
• 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

• Bachelor’s degree
• Experience in the area of HR & Payroll is highly desirable
• Great English skills - written and oral communication
• At least 5 years, of experience working in a client-facing environment, with a good track record of delivering services
• Experience with 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 4 years of experience managing against a commercial contract – understands the SLAs and SLGs and definitions of scope as applied to pricing
• Experience managing complex BPO/Professional Services delivery on a regional or global basis
• Extensive experience growing and managing client relationships
• Demonstrated results in Service Level Agreements (SLA) metrics and measures
• 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
• Ability to collaborate and 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
• Able to travel internationally when required meeting Clients face to face

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.