HRp - Client Service Director

**About Us**

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.

**Key Responsibilities**
- Development of an ongoing commercial and operational relationship with existing clients that ensures year on year delivery of contracted revenues.
- Define and manage the contact management strategy with the Client and across TMF.
- Identify themes and trends and share with suitable internal stakeholders that identify opportunities for sustainable business improvement and new service opportunities.
- Understand the client contracts in detail.
- Accountable for overall service & project delivery on Client Account
- Responsible for building and maintaining relationships with key service/functional owners on Client Account
- Accountable for Quality of Delivery (Service Level Agreements performance)
- Any persistent delivery issues in the countries should be identified so corrective plans can be agreed and actioned with the local offices.
- Ensure that the right documentation is in place and up to date when a client is transferred from the Implementation team.
- Set up reporting frameworks with the CST (Client Service Team) which cover monthly operational performance reports to enable good operational governance with the client.
- Track and review contract performance using the CST outputs, identifying and recommending actions where deviations on performance are identified through these reports.
- Identify where changes to scope are required 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.
- 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 the contract and high NPS delivered.
- Manage the annual contract review by ensuring the scope of the contract remains relevant in all areas both in terms of scope, volume and pricing. Identify if any contracts 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.

**Key Requirements**
- Bachelor’s degree.
- Is fluent, clear and concise in English written and oral communication.
- Able to own service delivery, having strong payroll operational knowledge and experience.
- At least five years experience working in a client-facing environment, with a good track record of delivering services experience of advance 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.
- At least five years experience of managing against a commercial contract - understands the SLAs and SLGs and definitions of scope as applied to pricing.
- Extensive experience managing complex BPO/Professional Services delivery on a regional or global basis
- Extensive experience growing and managing client relationships
- Demonstrable experience in an outsourcing, multi-shored environment.
- Experience of working in a global matrix environment, with geographically dispersed resources.
- Demonstrated results in Service Level Agreements (SLA) metrics and measures
- Time management: can organize and execute tasks within a specific timeframe; can deliver outstanding work to tight deadlines and manage a diverse workload; pays attention to detail and delivers high quality work products.
- 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.

**What's in it for you?**
- An exciting opportunity in an international company
- Professional development opportunities as well as extensive individual further training opportunities, supported by our TMF Business Academy
- A career within an ever evolving market
- Flat hierarchies with direct contact to manag