Senior Client Service Manager

1 day ago

Johannesburg, Gauteng, South Africa ACCA Careers Full time

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About TMF Group

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.

Discover the Role

As a Senior Client Service Manager, you'll take the lead in delivering exceptional service to our global clients, managing a portfolio of accounts, and overseeing client contracts. Your mission is to protect and grow revenue, ensuring performance meets KPIs, handling change requests, and resolving escalations.

You'll be the key liaison between global clients and local offices, implementing a strong governance structure to drive quality, accuracy, and timely service delivery, ultimately boosting client satisfaction.

Reporting to the Director of Client Service Management, you'll collaborate with diverse teams, including TMF's local Accounting & Tax / Entity Management, Account Directors, and more, to exceed client expectations.

There's a clear career path established, and we'll support your development through TMF Business Academy and mentoring.

This role can be 100% remote with occasional travel to meet clients.

Key Responsibilities

  • Client Liaison: Serve as the primary point of contact for allocated global clients, building strong relationships and ensuring seamless communication across functional teams to deliver exceptional service.
  • Contract Management: Take ownership of client contracts, ensuring relevance in scope, pricing, and delivery models. Lead annual reviews, proactively identify renewal opportunities, and ensure operational readiness for the year ahead.
  • Service Delivery Ownership: Oversee the end-to-end service and project delivery, ensuring compliance with SLAs. Collaborate with Account Directors to identify potential risks and growth opportunities.
  • Escalation Management: Lead the resolution of client escalations and delivery issues, working with local teams to develop corrective action plans and ensure timely resolution.
  • Change Management: Manage the Change Request process, ensuring any contractual or pricing changes are agreed, implemented, and documented effectively.
  • Financial Oversight: Partner with Finance to monitor debtor days, address any delays in payment, and resolve outstanding issues.
  • Client Satisfaction: Drive initiatives based on client feedback to enhance satisfaction. Develop and maintain a Client Service Plan, implementing actionable improvements.
  • Performance Reviews: Lead regular service reviews with clients to present performance data, identify areas for improvement, and showcase results.
  • Internal Collaboration: Conduct internal service reviews with local offices, identifying performance gaps and implementing continuous improvement strategies.

Key Requirements

  • Client-Focused Attitude: Comfortable working in a client-facing role, with the ability to manage expectations and deliver exceptional service. Experienced in managing against commercial contracts, understanding SLAs, and adhering to defined service scopes.
  • Strategic & Analytical Mindset: You excel at identifying problems, understanding root causes, and quickly developing action plans to meet client needs. Strong analytical skills, especially in financials, allow you to monitor revenues, profitability, and KPIs with precision and insight.
  • Effective and Empathetic Communicator: You can confidently present ideas and results, adjusting your communication style to suit any audience, ensuring clarity and impact.
  • Organizational skills: Skilled at managing multiple priorities, meeting deadlines, and delivering high-quality work with attention to detail.
  • Culturally Agile: Able to thrive in an international, matrix environment, collaborating seamlessly with colleagues and clients across different cultures and business practices.
  • Educational Background: You hold a Bachelor's degree in Economics, Business Administration, Management (or similar), providing you with a solid foundation for success in a corporate environment. Understanding of Accounting & Tax or Entity Management services, with a keen interest in further developing your expertise, is a huge plus.
  • Outsourcing Experience: Proven experience in a multi-shored, outsourcing environment would be seen as a huge plus.

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.

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.
  • Local benefits may vary from country to country.

We're looking forward to getting to know you For further information, and to apply, please visit our website via the "Apply" button below.

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