Client Service Manager
TMF Group
Costa Rica
hace 4 días

Client Service Manager

Apply now Job no : 511943

Work type : Full time

Location : Colombia, Costa Rica

Categories : Client Relationship Management

Office Location : Costa Rica

TMF Group is looking for a Client Service Manager

To be based in Colombia or Costa Rica)

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.

Our core services can help companies of all sizes with HR and payroll, accounting and tax, corporate secretarial, international corporate structuring, fund administration and structured finance whether a company wants to globalize, or whether they need support to streamline existing operations..

With operations in more than 80 countries, TMF Group is the global expert that understands local needs. Global reach, local knowledge : helping to do business seamlessly across borders.

TMF Group in Warsaw is currently looking for a Client Service Manager to join our Global Client Service team.

JOB PURPOSE

The Client Service Manager is the person that is accountable for the delivery of TMF Group contracts to a portfolio of global clients through contract and service management of existing contracted business.

This role maintains a portfolio of clients where the scope of services is standard and the client situation is mature. Clients will typically be light touch with monthly service reviews as the foundation of interacting with the client to maintain contract governance and business performance.

The focus is on contract execution and key responsibilities are as follows :

  • Delivery of contractual performance consistently across all countries ensuring Annual Contract Value is achieved as prescribed at contract signature.
  • Single point of escalation for both the client and TMF local offices for resolving any client related issues that may arise on a daily basis.
  • Assist the client with any queries through liaising with local TMF experts when necessary
  • Input to and manage certain key stakeholders within the contact management strategy with the Client and across TMF
  • Protect and grow contracted revenues & improve profitability over time through eradicating errors in local delivery, managing scope, managing change request and identifying new opportunities that grow TMF share of wallet.
  • KEY RESPONSIBILITIES

  • Understand in detail the global contract between TMF and the client, covering commitments to KPIs, SLA, scope of services rendered and pricing methodology.
  • Ensure that new contracts are set up working with the Global Transition Team and Client Service Set Up Team during and until on boarding has been completed, with all contract variations identified and agreed where necessary with Change Requests.
  • Track and review contract performance using the GCS back-office outputs, identifying and recommending actions where deviations on performance are identified through these reports.
  • Be the primary escalation point for contracted service delivery issues and for the management of the Client Escalation Matrix.
  • Work with the TMF operational delivery teams and the client to resolve any service issues that result from either TMF or the Client.

  • Identify where changes to scope are required. Define, price and negotiate the necessary changes by gaining input from local country teams and the relevant client contacts.
  • Ensure all contractual and pricing changes are agreed and administered through change requests, contract amendments or new work orders as necessary.

  • Based upon monthly reports provided by the GCS back-office, ensure that TMF is correctly billing the client in all service locations.
  • Deliver the expected revenue values as defined in the contract year on year, escalating any adverse variances to senior management with causal analysis and recommendations for mitigation of revenue shortfall.

    Meet and where possible exceed annual revenue targets set against specific clients by identifying and executing opportunities for contract expansion.

  • Manage debtor days and resolve any issues causing late payment if these are escalated via the local offices or identified through central finance / GCS back-office.
  • Manage proactive initiatives to improve client satisfaction, based on but not limited to feedback provided through regular client surveys.
  • Contract Management

  • Provides consistently high quality service.
  • Cultivates and maintains good working relationships with the client and TMF stakeholders.
  • Is able to understand client needs and provide appropriate solutions; effectively balances the needs of TMF and the needs of the client.
  • Collaborates across service lines to deliver the power of ONE TMF.
  • Strategic / analytical thinking while action oriented :

  • Strong problem solving skills understanding cause and effect and able to plan solutions accordingly championing new solutions where necessary.
  • Proficient with numerical analysis - forecasting billing performance against contract and identifying positive or negative variances, able to analyse root cause and take action to optimize revenue achievement.
  • Identifies breakdowns in internal processes and systems that directly impact client services and takes action to meet client needs and concerns.
  • Makes timely decisions, takes proactive measures to pursue an opportunity, address an issue or prevent a problem.
  • Communication skills :

  • Understands the principles of Key Stakeholder Management and plans a contact strategy appropriate to each element of their stakeholder plan.
  • Uses language and style of communication appropriately and applies discretion when necessary.
  • Can articulate results and ideas in a concise manner using a variety of media and formats, and be persuasive and convincing in front of a challenging audience.
  • Is fluent, clear and concise in written and oral communication.
  • Competent with the use of key business software (Outlook, Word, Excel and PowerPoint as a minimum set) and hardware (PC, smartphone).
  • Technical skills / Job Specific skills :

  • 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 : can organize and execute tasks within a specific timeframe; consistently delivers to tight deadlines and manages a diverse workload;
  • pays attention to detail and delivers high quality work products.

  • At least three years of experience in a role relevant to our major Service Lines at TMF (Accounting, CoSec, HRP).
  • At least three years of experience working in a client-facing environment, with a good track record of delivering services.
  • At least three years’ experience of managing against a commercial contract understands the SLAs and SLGs and definitions of scope as applied to pricing.
  • 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.

  • Able to travel internationally when required meeting Clients face to face.
  • Professional Qualifications

  • Bachelor’s degree or equivalent
  • Able to work in English (additional languages is a plus)
  • Professional project management training is a plus
  • Other Leadership Characteristics

  • Focuses on the customer.
  • Acts with the highest level of integrity, generating trust and protecting client’s interests.
  • Builds, engages and influences people that are not under a direct report.
  • Drives for results with integrity.
  • Embraces and drives for change and is an entrepreneur.
  • Proactively plans personal development through a combination of self-initiated research, training and coaching.
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