Client Service Manager - Accounting and Tax and GEM

• 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. Respond or re-direct queries accordingly to provide a good client service.

• Understand the client contracts in detail (including scope and local delivery models).

• Accountable for overall service & project delivery on Client Account. Working with the Client Director to identifying risks and opportunities.

• 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.

• Set up reporting frameworks with the CST (Client Service Team) 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 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 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.

• Contract Management: Cultivate and maintain a good working relationship with the clients and TMF stakeholders, providing a consistently high-quality service.

• 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. Being proactive to put measures in place to pursue an opportunity, address an issue or prevent a problem is key. Strong skills required in analysing data especially when it comes to financials as regular check will need to be carried out from the perspective of revenues, profitability, KPIs. Important to analyse root cause and act to optimize revenue achievement

• Communication skills: Capable of being persuasive and convincing in front of a challenging audience. Uses language and style of communication appropriately and can articulate results and ideas in a concise manner using a variety of media and formats, including key business software. Understands the principles of the Key Stakeholder Management and plans a contact strategy appropriate to each element of their stakeholder plan.

• Bachelor's degree.

• Experience in the area of Accounting & Tax, HRP or GEM (depending service line allocation)

• Is fluent, clear and concise in English written and oral communication.

• At least three years of experience working in a client-facing environment, with a good track record of delivering services

• Experience of basic 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 three years' experience of managing against a commercial contract - understands the SLAs and definitions of scope

• 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

• Self-organization / 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.

• Able to travel internationally when required meeting Clients face to face.

• Focuses on the customer.

• Acts with the highest level of integrity, generating trust and protecting client's interests.

• Builds, engages and influences people that are not under a direct report.

• Drives for results with integrity.

• Embraces and drives for change and is an entrepreneur.

• Proactively plans personal development through a combination of self-initiated research, training and coaching.

• 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.

• 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.

• 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.

• Marriage Gift policy
• Paternity & Adoption leaves
• Interest free loan policy
• Salary advance policy
• Covid support taskforce
• Well being initiatives

TMF Group