Client Service Manager

5 months ago

Cape Town, South Africa TMF Group Full time

**Job no**: 571207

**Work type**: Full time

**Location**: Global, Cape Town, South Africa

**Categories**: Client Relationship Management

**Office Location**: Cape Town
- We provide employee, financial and legal administration so that firms can invest and operate safely around the world.TMF Group is a single global team with over 10,000 colleagues in 125 offices across 86 jurisdictions, covering 92% of world GDP and 95% of FDI inflow._
- We bring common culture and ways of working, investing heavily in our people and platform to provide a high level of quality and security to our clients. We exist to give clients a global solution to what otherwise requires many local providers, each with their individual operational complexity and risk._
- Our clients include the majority of the Fortune Global 500, FTSE 100 and top 300 private equity firms. We see ourselves as a partner to them, keeping them on top of complex rules and regulations in the countries where they are active._
- We recognise that what we do is critical to our clients’ reputation and integrity. That is why we have made flawless service our single obsession. Great service starts with our people, so colleague and client engagement are the two measures we care most about, driving our management agenda and investment_.

**Job Purpose**

The Client Service Manager is accountable for the overall delivery of services for the global client, is 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 and 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 Director Client Service Management and will collaborate closely with the TMF Locale Teams, Practice Market leads, Implementation and On-boarding, Internal Functions and the Account Directors.

**Key Responsibilities**
- Participate in the handover process from the Implementation and On-boarding team.
- Act as a main client contact from TMF for allocated global clients. Responsible for building and maintaining relationships with key service/functional owners on client accounts. Respond or re-direct queries accordingly to provide a good client service.
- Understand the client contracts in detail (including scope and local delivery models). Manage the annual contract review by ensuring the scope of the contract remains relevant in all areas in terms of scope, volume and pricing. Identify if any contract 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.
- Accountable for overall service & project delivery on Client Account and accountable for Quality of Delivery (SLA performance). Working with the Account Director to identify risks and opportunities.
- Responsible for managing and overseeing escalations including delivery issues in the countries which should be identified so corrective plans can be agreed and actioned with the TMF local offices. Create escalation logs as needed.
- Manage Change Request Note (CRN) process, 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 actions for improvements.
- Hold regular service reviews with the client providing them with regular data on KPI delivery and any other relevant information.
- Hold regular internal service review meetings with local offices to identify performance and any improvements.

**Critical Competencies for Success**
- 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.
- Strong skills are 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.
- Communication skills: Capable of being convincing in front of a challenging audience. Uses language and style of communication appropriately and can articulate results and ideas in a concise manner

**Key Requirements**
- Bachelor’s degree.
- Basic knowledge in the area of Accounting & Tax
- Is fluent, clear and concise in English written and oral communication.
- Willingness of working in a client-facing environment
- Willingness to ma

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