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Client Service Manager - Mandarin-Speaking

Apply now Job no: 507798
Work type: Full time
Location: Singapore
Categories: Client Relationship Management
Office Location: Singapore

Job purpose

The Client Service Manager is the person that is accountable for the delivery of a contract to our Global clients. The key metric for the role will be the achievement of in year billed revenues against a portfolio of directly assigned global accounts.

The role is part of our China Outbound Desk, supporting Chinese companies doing business across the world. Candidates must therefore be fluent in Mandarin.

He/she is the single point of contact for regular interactions with the client senior management and TMF local offices. The focus of the role is as follows:

  • Delivery of contractual performance consistently across all countries ensuring Annual Contract Value is achieved as prescribed at contract signature.
  • Single point of escalation for both the client and TMF local offices for resolving any client related issues that may arise on a daily basis.
  • Define and manage the contact management strategy with the Client and across TMF
    • Operationally - maintain control
    • Strategically – develop influence.
  • Protect and grow revenues & improve profitability over time through eradicating errors in local delivery, managing scope, managing change request and identifying new opportunities that grow TMF share of wallet.

Key responsibilities

  • Understand in detail the contact between TMF and the client, covering commitments to KPIs, SLA, scope of services rendered and pricing methodology.
  • Ensure that the contract is adopted into in life from the Global Transition Team after the point of on boarding has been completed,  with all non-standard variations identified.
  • Set up reporting frameworks with the SDC using standard SDC templates:
    • Monthly billing reports
    • Monthly service delivery calendar
    • Change Request Note tracker
    • KPI performance reports.
  • Track and review contract performance using the SDC outputs, developing and implementing action plans where deviations on performance are identified through these reports.
  • Be the primary escalation point for contracted service delivery issues and for the management of the Client Escalation Matrix. Work with the TMF operational delivery teams and the client to resolve any service issues that result from either TMF or the Client.
  • Escalate any adverse variances to senior management of TMF and the client with recommendations for resolution of issues when required.
  • Understand the operational service volumes TMF are providing to the client against the contracted services. Advise / manage any changes to pricing levels from organic growth and ensure sufficient resources are deployed across TMF to deliver the volume of work.
  • Identify where changes to scope are required. Define, price and negotiate the necessary changes by gaining input from local country teams and the relevant client contacts. Ensure all contractual and pricing changes are agreed and administered through change requests, contract amendments or new work orders as necessary.
  • Based upon monthly reports provided by the SDC, ensure that TMF is correctly billing the client in all service locations. Deliver the expected revenue values as defined in the contract year on year, escalating any adverse variances to senior management with causal analysis and recommendations for mitigation of revenue shortfall.
  • Manage debtor days and resolve any issues causing late payment.
  • Proactively identify opportunities for additional new services and either directly propose and close these growth opportunities or enlist the support of GST in line with the commercial governance model for Client Services Delivery.

Critical competencies for success

Contract Management

  • Provides consistently high quality service.
  • Cultivates and maintains good working relationships with the client and TMF stakeholders.
  • Is able to understand diverse client needs and provide appropriate solutions; effectively balances the needs of TMF and the needs of the client.
  • Collaborates across service lines to deliver the power of ONE TMF.
  • Educates client and TMF delivery teams and shares information to build their understanding of services, issues and solutions.
  • Identifies opportunities for revenue growth and can qualify sales opportunities in terms of:
      • Business drivers and case for change
      • Key decision makers, their business needs and their decision making criteria
      • SWOT analysis of TMF against competition in the account.

Strategic/analytical thinking while action oriented:

  • Able to analyse situations critically and objectively to ensure transparency in problem definition.
  • Strong problem solving skills understanding cause and effect and able to plan solutions accordingly – championing new solutions where necessary.
  • Proficient with numerical analysis - forecasting billing performance against contract and identifying positive or negative variances, able to analyse root cause and take action to optimize revenue achievement.
  • Identifies breakdowns in internal processes and systems that directly impact client services and takes action to meet client needs and concerns.
  • Makes timely decisions, takes proactive measures to pursue an opportunity, address an issue or prevent a problem.

Communication skills:

  • Understands the principles of Key Stakeholder Management and plans a contact strategy appropriate to each element of their stakeholder plan.
  • Uses language and style of communication appropriately and applies discretion when necessary.
  • Has the ability to articulate results and ideas in a concise manner using a variety of media and formats, and be persuasive and convincing in front of a challenging audience.
  • Is fluent, clear and concise in written and oral communication.
  • Competent with the use of key business software (Outlook, Word, Excel and PowerPoint as a minimum set) and hardware (PC, smartphone).

Technical skills/Job Specific skills

  • Experience of basic Project Management principles: able to identify key deliverable/structure key activities into work assignments; plan timing and work, monitor progress; priority setting/adjust appropriately to changing demands.
  • Self-organization / time management: has the ability to organize  and execute tasks within a specific time frame; has the ability to deliver outstanding work to tight deadlines and manage a diverse workload; pays attention to detail and delivers high quality work products.
  • At least five years of professional services experience with a good understanding of strategic value drivers as well as business and organizational dynamics.
  • At least five years of experience in a role relevant to our major Service Lines at TMF (Accounting, CoSec, HRP).
  • At least five years of experience working in a client-facing environment, with a good track record of delivering services and growing revenues against client requests.
  • At least five years’ experience of managing against a commercial contract – understands the contract model and is able to articulate contractual (commercial legal) terms.
  • 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.

Professional Qualifications

  • Bachelor’s degree
  • Able to work in English (additional languages is a plus)
  • Professional project management training is a plus

Other Leadership Characteristics

  • 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.

Advertised: Singapore Standard Time
Applications close: Singapore Standard Time

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