Client Service Manager

**Job no**: 575018
**Work type**: Full time
**Location**: Cape Town, South Africa, Johannesburg, South Africa, Kuala Lumpur, Malaysia, Malaysia
**Categories**: Entity Management
**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 is a Great Place to Work, ISO & ISAE certified organization.

**Purpose of the role**:
Client Service Manager is accountable for the overall delivery of the global client contracts and is required to maintain a portfolio of clients and manage the global client contracts. Client Service Manager will be required to protect and if and where possible support growth of contracted revenues, monitor performance against KPI’s, manage scope, change request and respond to escalations. Client Service Manager will act as a link between assigned global clients and TMF local offices by establishing proper governance structure to ensure excellence, timeliness, accuracy of client service delivery in entity management / corporate secretarial / corporate legal area, resulting high level of client satisfaction. The role will report into the Director Client Service Management and will collaborate closely with others including but not limited to: TMF Local Teams, Implementation & On-boarding Team, TMF Internal Functions and other stakeholders.

**Key Functions and Responsibilities**:

- Act as a main client contact for allocated TMF global clients.
- Responsible for building and maintaining relationships with key service/functional owners on client account in order to provide an excellent client service.
- Understand the allocated client contracts and legal specifics in detail (including scope and local delivery models).
- Accountable for overall service & project delivery on scope for assigned client portfolio, including identifying risks and opportunities.
- Accountable for Quality of Delivery (where applicable, SLA performance)
- Participate in the handover process from the Implementation and On-boarding team into Business as Usual (BAU); 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 any 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 support of Client Services Coordination team if and where applicable, service delivery calendars and change request note tracker, KPI performance reports etc.
- Track and review contract performance, identifying and recommending actions to the local offices 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. Ensure that contractual and pricing changes made by the local teams are correct, agreed and administered as necessary.
- Act as second line of support to Group Finance on actions related to debtor days and resolve any issues causing late payment by either the client or the local offices.
- Manage proactive initiatives to maintain excellence in client satisfaction, based on but not limited to feedback provided through regular client surveys and day-to-day relationship management with client legal teams. Where applicable, with client feedback, create and maintain a Client Service Plan which includes a plan on what improvements are required and share such with the local teams and practice leads.
- Hold regular business reviews with the client to ensure tracking of service delivery to the clients and the status of any contracted deliverables and deadlines within corporate legal, providing / gaining any other relevant information. Maintain high level of the client relationship management and identify opportunities to support clients in their needs in corporate legal area to make sure client entities stay compliant and properly governed in all contracted jurisdictions.
- Hold regular internal business review meetings with local offices to identify areas where further client support is needed, as well as to ensure excellence in client service performance by the local office and need of any improvements.
- Manage the annual contract reviews by ensuring the scope of the contract remains relevant in all areas both in terms of scope, volume and pricing. Identify if any contract parts require renewal in the next 6 months, inform involved stakeholders such as Contracting Team, Business Development, Account Director, Pricing Team, Local Offices / the Practice Leads et