Client Service Manager
TMF Group
San Jose, Costa Rica
hace 3 días

About TMF Group

TMF Group is a leading provider of critical administrative services, helping clients invest and operate safely around the world.

We provide legal, financial and employee administration through TMF Group’s teams in 120 offices.

DISCOVER THE ROLE

Client Service Managers are accountable for the overall delivery of the global client contracts and are 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, managing 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 Client Service Director and will collaborate closely with the Practice Market leads, Implementation and On-boarding, Internal Functions and the Client Directors.

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).
  • 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.
  • 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.
  • Manage 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 a plan on what improvements are required.

  • 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.
  • 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.
  • Identify if any contracts parts require renewal in the next 6 months and agree a plan with the client to ensure all contracts remain current, plus confirm that operational readiness for the year ahead is in place.

    Key skills

  • Bachelor’s degree. (Desirable)
  • Experience in similar roles at the area of Accounting & Tax, Human Resources and Payroll.
  • Must be fluent, clear and concise in English written and oral communication. (Mandatory)
  • Experience working in a client-facing environment, with a good track record of delivering services
  • Competencies For Success

  • Contract Management
  • Cultivate and maintain a good working relationship with the clients and TMF stakeholders, providing a consistently high-quality service.

  • Strategic / analytical thinking while action oriented
  • Able to identify problems in a timely manner and understand the cause and effect to be able to plan solutions accordingly to meet the client’s needs.

    Being proactive to put measures in place to pursue an opportunity, address an issue, or prevent a concern is key. Strong skills required in analyzing data especially when it comes to financials as regular check will need to be carried out from the perspective of revenues, profitability, KPIs.

    Important to analyze root cause and act to optimize revenue achievement

  • Communication skills
  • Capable of being persuasive and convincing in front of a challenging audience. Uses language and style of communication appropriately and can articulate results and ideas concisely using a variety of media and formats, including key business software.

    Understands the principles of the Key Stakeholder Management and plans a contact strategy appropriate to each element of their stakeholder plan.

    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.
  • Make 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.
  • Ready to put yourself on the map?

    Join #oneTMF

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