Client Service Manager

4 months ago

Cape Town, South Africa TMF Group Full time

**Job no**: 571192

**Work type**: Full time

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

**Categories**: Client Relationship Management

**Office Location**: Johannesburg
- 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_.
- The Client Service Manager is responsible for the overall delivery and management of the global client contracts, maintaining a portfolio of clients where the scope of services is complex in nature. The Client Service Manager will be required to protect and grow contracted revenues, monitor performance against KPI’s, manage scope, manage change request, and respond to escalations. The Senor 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 have leadership responsibilities and 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 and be the main point of contact for the client for day-to-day delivery matters and changes to scope. Respond or re-direct queries accordingly to provide a good client service.
- Understand the client contracts in detail (including scope and local delivery models) for a broad range of clients.
- Accountable for overall service & project delivery on Client Account, identifying risks and opportunities for retention or growth.
- Accountable for Quality of Delivery (SLA performance)
- 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.
- Responsible for managing and overseeing escalations including persistent delivery issues in the countries which should be identified so corrective plans can be agreed and actioned with the local offices. Create escalation logs as needed.
- Line manages and / or acts as a senior point of contact for more junior colleagues in the team, providing advice and support as needed. Take on or provide advice with regards to complex problems or clients.
- Set up reporting frameworks with the CSC (Client Service Coordination) 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.
- Hold regular internal business review meetings with local offices to identify performance and any improvements.
- Manage the annual contract review by ensuring the scope of the contract

  • Client Service Manager

    3 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...

  • Client Service Manager

    4 months ago

    Cape Town, South Africa The Recruiters Full time

    Our financial recruitment desk currently has a vacancy for a Client Services Manager. Our client is an international group offering a full suite of financial and investment solutions. The core function of the Client Services Manager is to direct the operations across three vital workstreams: Key Accounts, Client Services and Technical Support. As a...

  • Client Services Manager

    4 months ago

    Cape Town, South Africa The Recruiters Full time

    **Salary**: - 57000 **Description**: - Our financial recruitment desk currently has a vacancy for a Client Services Manager. - Our client is an international group offering a full suite of financial and investment solutions. - The core function of the Client Services Manager is to direct the operations across three vital workstreams: Key Accounts, Client...

  • Client Services Manager

    3 months ago

    Cape Town, South Africa multilocal Full time

    **The Role** As Client Services Manager you will work within the Client Services team which sits within the wider Operations team. You will create and nurture long-term relationships with sales partners and resolve any issues that arise to ensure they and their clients are satisfied with our services. You should be an excellent communicator who’s able to...

  • Client Service Manager

    2 weeks ago

    Cape Town, Western Cape, South Africa Ditto Hire Full time

    About the RoleDitto Hire is seeking a highly skilled Client Service Manager to revolutionize the way we deliver value to our top-tier brand partners.This is a unique opportunity to join a dynamic team that thrives on innovation and experimentation. As a Client Service Manager, you will be responsible for optimizing the customer experience, redesigning...

  • Client Service Manager

    3 months ago

    Cape Town, South Africa Ditto Hire Full time

    Ditto Hire / Ditto Jobs is looking for a** Client Service Manager **to constantly reshape the way we create value in our partnerships with top-tier brands and companies. We move quickly and experiment with new strategies and ways of adding value to our new and existing customers. We engage with end-users and executives alike to ensure that our customers...

  • Client Service Manager

    4 months ago

    Cape Town, South Africa Ditto Hire Full time

    Ditto Hire / Ditto Jobs is looking for a Client Service Manager to constantly reshape the way we create value in our partnerships with top-tier brands and companies. We move quickly and experiment with new strategies and ways of adding value to our new and existing customers. We engage with end-users and executives alike to ensure that our customers love,...

  • Client Service Manager

    7 days ago

    Cape Town, Western Cape, South Africa Ditto Hire Full time

    About the RoleDitto Hire is seeking a Client Service Manager to revolutionize the way we create value in our partnerships with top-tier brands and companies.We're a fast-paced team that experiments with new strategies and ways of adding value to our customers. We engage with end-users and executives to ensure our customers love, adapt, and grow with Ditto....

  • Senior Client Service Manager

    4 months ago

    Cape Town, South Africa TMF Group Full time

    **Job no**: 570319 **Work type**: Full time **Location**: 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...

  • Senior Client Service Manager

    3 months ago

    Cape Town, South Africa TMF Group Full time

    **Job no**: 564422 **Work type**: Full time **Location**: Cape Town, South Africa, Johannesburg, South Africa **Categories**: Client Relationship Management, Client Onboarding **Office Location**: Johannesburg **About Us** TMF Group is leading provider of critical administrative services, helping clients invest and operate safely around the world. We...

  • Senior Client Service Manager

    4 months ago

    Cape Town, South Africa TMF Group Full time

    **Job no**: 568088 **Work type**: Full time **Location**: Budapest, Hungary, Cape Town, South Africa, Johannesburg, South Africa **Categories**: Client Payroll, Client Relationship Management **Office Location**: Hungary **About TMF Group** TMF Group is a leading provider of critical administrative services, helping clients invest and operate safely...

  • Junior Client Services Manager

    5 months ago

    Cape Town, South Africa Afriforesight Full time

    **Junior Client Services Administrator** This is a fantastic opportunity for a dynamic individual who wants to fast track their career growth while being exposed to diverse industries. Afriforesight, the largest independent commodity research house in Africa, requires an intelligent and ambitious self-starter who is comfortable working in a fast-paced...

  • Manager Client Service Support

    3 months ago

    Cape Town, South Africa Nedbank Full time

    Job Family- Sales and Services - Career Stream- Client Service - Leadership Pipeline- Manage Managers **Job Purpose** - To effectively resolve escalated complex complaints in order to retain current and new clients and minimise reputational risk for Nedbank through enabling others. **Responsibilities**: - Share best practices, provide updates and feedback...

  • Lead: Client Service

    1 month ago

    Cape Town, South Africa Nedbank Full time

    **Job Purpose** - Drive the retention strategy of TS, CIB and Nedbank by ensuring exceptional servicing support is provided to enhance the client's experience, aligning to the TS CIB client value propositions. Provide business administrative support, operational and servicing support to the CIB TS client to best meet their needs across the end-to-end...

  • Client Services Professional

    2 weeks ago

    Cape Town, Western Cape, South Africa Isilumko Staffing Full time

    Client Services ConsultantWe are seeking a skilled Client Services Consultant to deliver exceptional service experiences and build long-lasting relationships with investors and financial planners.Key Responsibilities:Respond to client needs by offering tailored solutions and services.Build client trust by applying expertise and experience to drive positive...

  • Client Services Representative

    3 weeks ago

    Cape Town, Western Cape, South Africa Isilumko Staffing Full time

    We are seeking a dynamic and well-spoken Client Services Consultant to join our team in a Client-Facing Role. The core purpose of this position is to build engagement, trust, and long-lasting relationships with investors and financial planners through the delivery of exceptional service experiences.Key Responsibilities:- Respond to client needs by offering...

  • Client Service Administrator

    4 months ago

    Cape Town, South Africa Momentum Corporate Full time

    **Introduction** **Role Purpose** Accurately process retirement fund member's data and provide fundadministration services within agreed service levels. **Requirements**: - Grade 12 or equivalent - 2 Years' relevant experience within a financial services environment - Employee benefits experience will be an advantage **Duties & Responsibilities** -...

  • Client Service Director

    3 weeks ago

    Cape Town, Western Cape, South Africa CV Library Full time

    About the RoleWe are seeking a highly skilled and experienced Client Success Team Lead to join our team at CV-Library. As a key member of our organization, you will be responsible for leading a high-performing team of Client Service Executives, driving service quality, account growth, and account retention.Key ResponsibilitiesClient Portfolio Management: You...

  • Senior Client Services Manager

    4 months ago

    Cape Town, South Africa Exceed Recruitment and Human Resource Consultants Full time

    **Reference**: 9300 NB **Consultant**: Nine Broodryk Understand products and services offered by the business. Analyse monthly fund performances and support with preparation of monthly business reports, third-party fund units report and updating and adding client accounts on our third-party funds supplier for our active investment client strategies. Support...

  • Client Service Administrator

    4 months ago

    Cape Town, South Africa Momentum Corporate Full time

    **Introduction** **Role Purpose** Effective execution of retirement fund administration in line with business, legislative and industry requirements, thereby improving overall client experience. **Requirements**: - Matric or equivalent (Mathematics and/or Accounting) - 2 - 3 Years' experience in a Financial Services Administration environment will be an...