Senior Client Service Manager

TMF Group Lihat semua pekerjaan

  • Kuala Lumpur
  • Tetap
  • Sepenuh masa
  • 7 hari lepas
We never ask for any kind of payment as part of our selection process, and we always contact candidates via our corporate accounts and platforms. If you are approached for payment or asked to make a purchase, 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 GroupTMF Group is a leading provider of administrative services, helping clients invest and operate safely around the world. As we're a global company with 11,000+ 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.Discover the RoleThe Senior Client Service Manager (Senior CSM) is responsible for overseeing and managing the global delivery of TMF's service portfolio. This role also encompasses the management of complex global client contracts, guaranteeing high-quality operations across various regions and technological platforms.Key Responsibilities1. Establish and maintain strong operational and commercial relationships with complex clients to ensure contractual revenue delivery and long-term partnership. Accountable for overseeing service delivery2. Manage the client contact strategy across TMF to support effective communication and governance3. Monitor trends and share insights with internal stakeholders to identify opportunities for service improvement and growth4. Implement ongoing improvement initiatives informed by survey data, performance metrics, and client feedback; maintain a structured Client Service Plan detailing actions, priorities, and progress updates5. Maintain a detailed understanding of client contracts and ensure compliance with agreed scope and SLAs6. Ensure high-quality service delivery in line with contractual obligations and performance standards. Responsible for the preparation of Quarterly and Monthly business/service reviews in collaboration with Client Service Directors (CSD) and Relationship Directors (RD)7. Identify and resolve persistent delivery issues by coordinating corrective actions with local offices8. Keep documentation accurate and up to date during client transitions and process changes9. Establish reporting frameworks for monthly operational performance reviews with clients10. Track and analyze contract performance, recommending actions where deviations occur11. Manage scope changes, including defining, pricing, and negotiating adjustments; ensure all changes are documented and agreed12. Drive initiatives to improve client satisfaction based on survey feedback and maintain a Client Service Plan outlining improvement actions13. Conduct regular business reviews to ensure alignment with client expectations and deliver high Net Promoter Score (NPS) results14. Oversee annual contract reviews to confirm relevance of scope, volume, and pricing; ensure timely renewals and operational readiness (if applicable)Key Requirements1. Bachelor's degree in a related field2. At least 3 years of experience managing commercial contracts, including understanding service level agreements (SLAs), scope definitions, and pricing structures3. Fluent in English with clear, concise written and verbal communication; other languages are considered a plus4. Solid knowledge of project management principles: able to structure activities, set priorities, monitor progress, and adapt to changing demands5. Minimum 7 years of working experience, including at least 4 years in a client-facing role with a strong track record of delivering high-quality services in [HR & Payroll, Accounting & Tax, or Global Entity Management, or Fund Services (depending on service line allocation, please select as applicable)]6. Experience managing complex BPO or professional services delivery on a regional scale7. Strong capability to develop and maintain strategic client relationships in an outsourcing, multi-shored environment8. Skilled in operating within a global matrix organization with geographically dispersed teams9. Ability to travel internationally to meet clients and teams face-to-face when required10. Proven results in meeting SLA metrics and driving operational excellenceWhat'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.
We're looking forward to getting to know you!

TMF Group