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Client Service Manager (Global Entity Management)

Apply now Job no: 559520
Work type: Full time
Location: Kuala Lumpur, Malaysia, Malaysia
Categories: Client Relationship Management, Client Corporate Secretarial
Office Location: Kuala Lumpur

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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. Our core services can help companies of all sizes with HR and payroll, accounting and tax, corporate secretarial, international corporate structuring, fund administration and structured finance – whether a company wants to globalize, or whether they need support to streamline existing operations.

With operations in more than 80 countries, TMF Group is the global expert that understands local needs. Global reach, local knowledge: helping to do business seamlessly across borders.


Job Purpose

Client Service Manager is accountable for the overall delivery of the global client contracts governed by the practice of Global Entity Management (Corporate Secretarial and Corporate Legal services) and is required to maintain an assigned portfolio of clients. 

Client Service Manager will act as a link between the assigned global clients and TMF local offices by establishing a proper governance structure to ensure excellence, timeliness, and accuracy of client service delivery, resulting high level of client satisfaction.

The role is reporting directly to the Client Service Director and will collaborate closely with TMF Local teams, Internal Functions, and other stakeholders.

The role can be 100% remote if you prefer working from home.


Key Responsibilities

  • Act as the main client contact for allocated TMF global clients, accountable for overall GEM service & project delivery.
  • 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 participate in the handover process from the Implementation and On-boarding team into Business as Usual (BAU).
  • Responsible for managing and overseeing escalations including any delivery issues in the countries which should be identified so corrective plans can be agreed upon and actioned with the local offices.
  • Set up reporting frameworks with the support of the Client Services Coordination team if and where applicable.
  • 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.
  • 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 a high level of client relationship management and identify opportunities to support clients in their needs in the 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 the need for 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, and agree on an action plan with the client to discuss renewal and execute accordingly.


Key Requirements

  • Bachelor’s degree or similar education/experience, preferably in legal area.
  • Experience in the area of Global Entity Management / Corporate Secretarial, or within Legal of at least 3 years in a client-facing environment, with a good track record of service delivery and client relationships.
  • Fluent, clear, and concise in English - written and oral communication.
  • Ability to maintain a great level of relationship, collaborate, and drive change in an international matrix environment with all stakeholders, 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.
  • Extensive experience managing semi-to-complex delivery on a regional or global basis.
  • Demonstrable experience in an outsourcing, multi-shored environment.
  • Strong time management and attention to detail.
  • 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.
  • 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 opportunities with integrity.
  • Proactively plans personal development through a combination of self-initiated research, training, and coaching.


What’s in it for you?

  • 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.


Want to know more about a career at TMF group? Watch this video:  

Advertised: Singapore Standard Time
Applications close: Singapore Standard Time

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