Client Service Manager

2 weeks ago

Kuala Lumpur, Malaysia TMF Group Full time

**Job no**: 571957

**Work type**: Full time

**Location**: Kuala Lumpur, Malaysia, Malaysia

**Categories**: Information Technology

**Office Location**: Kuala Lumpur

**About TMF Group**

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.

TMF India is a Great Place to Work, ISO & ISAE certified organization.

**About the Role**
- 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 act as a 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 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. _
- _Support Client Service Director in recruitment, onboarding and training of new employees and any other team management activities. _
- _Act as a deputy of Client Service Director, as required._

**Key Requirements**
- **_Contract Management:_**_ Cultivate and maintain a good working relationship with the clients and TMF stakeholders, providing a consistently high-

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