Client Service Manager at TMF Group

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 etc, and agree an action plan with the client to discuss renewal and execute accordingly.

Competencies and Skills:

• Contract Management: Cultivate and maintain excellent working relationship with the clients and TMF stakeholders, providing a consistently high-quality service.
• Strategic/analytical thinking while action oriented: Able to identify opportunities and development areas 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 analyzing data especially when it comes to financials supported by Internal Finance, on revenues, profitability, KPIs. Important to analyze root cause and suggest plant of action to optimize revenue achievement.
• Communication skills: Capable of being persuasive and convincing in front of a challenging audience. Use 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.

Experiences and Qualifications:

• Bachelor’s degree in accounting, tax, finance, economics or legal
• Experience in the area of accounting, tax finance, or within Legal of at least three years, in a client facing environment, with a good track record of service delivery and client relationships.
• Is fluent, clear and concise in English written and oral communication.
• Ability to maintain great level of relationship, collaborate and to drive change in an international matrix environment with all stakeholders and with both regional and global clients across a broad set of cultures and business practices. Flexible and able to thrive in fluid environments, without the need for rigid structure.
• Strong commercial acumen
• Experience of basic Client Service 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.
• Extensive experience managing semi to complex delivery on a regional or global basis.
• Demonstrable experience in an outsourcing, multi-shored environment.
• 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.
• Understanding of the SLAs and definitions of scope as applied to pricing, metrics and measures.
• 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 relationships, engages and influences people that are not under a direct report.
• Drives for results and seeks for opportunities 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