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Global Client Service Director

3 weeks ago

Randburg, Gauteng, South Africa Acca Careers Full time
About TMF Group

TMF Group is a leading provider of administrative services, helping clients invest and operate safely around the world. Our team consists of 12,000+ colleagues based in over 80 offices across 87 jurisdictions.

We actively seek out people with the talent and potential to flourish at TMF Group, regardless of their background. This approach allows us to offer job opportunities to a diverse spectrum of people and ensure that senior positions are open to all.

Discover the Role

This position entails taking the lead in delivering exceptional service to our global clients as a Senior Client Service Manager. You'll manage a portfolio of accounts and oversee client contracts, ensuring performance meets KPIs and handling change requests and 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. Your ultimate goal is to boost client satisfaction.

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

Key Responsibilities
  1. 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.
  2. 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.
  3. 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.
  4. Escalation Management: Lead the resolution of client escalations and delivery issues, working with local teams to develop corrective action plans and ensure timely resolution.
  5. Change Management: Manage the Change Request process, ensuring any contractual or pricing changes are agreed, implemented, and documented effectively.
  6. Financial Oversight: Partner with Finance to monitor debtor days, address any delays in payment, and resolve outstanding issues.
  7. Client Satisfaction: Drive initiatives based on client feedback to enhance satisfaction. Develop and maintain a Client Service Plan, implementing actionable improvements.
  8. Performance Reviews: Lead regular service reviews with clients to present performance data, identify areas for improvement, and showcase results.
  9. Internal Collaboration: Conduct internal service reviews with local offices, identifying performance gaps and implementing continuous improvement strategies.
Key Requirements
  1. 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.
  2. 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.
  3. Effective and Empathetic Communicator: You can confidently present ideas and results, adjusting your communication style to suit any audience, ensuring clarity and impact.
  4. Organizational Skills: Skilled at managing multiple priorities, meeting deadlines, and delivering high-quality work with attention to detail.
  5. Culturally Agile: Able to thrive in an international, matrix environment, collaborating seamlessly with colleagues and clients across different cultures and business practices.
  6. 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.
  7. Outsourcing Experience: Proven experience in a multi-shored, outsourcing environment would be seen as a huge plus.