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Purpose of the role

The Senior 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 Senior 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 FUNCTIONS AND Responsibilities

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 acts as a senior 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.

Competencies and Skills

• Contract Management: Cultivate and maintain a good working relationship with the clients and TMF stakeholders, providing a consistently high-quality service.
• Strategic/analytical thinking while action oriented: Able to identify problems in a timing manner and understand the cause and effect to be able 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 as regular check will need to be carried out checking forecasting billing performance against contract and identifying positive or negative variances. Important to analyze root cause and act to optimize revenue achievement.
• Communication skills: Capable of being persuasive and convincing in front of a challenging audience. Uses 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.

Experience and Qualifications

Key Requirements

• Bachelor’s degree in relevant practice field.
• Experience in the area of Accounting & Tax, HRP or GEM (depending on service line allocation)
• Is fluent, clear, and concise in English written and oral communication.
• Substantial, at least five years, experience working in a client-facing environment, with a good track record of delivering services
• Experience of Project 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.
• At least four years’ experience of managing against a commercial contract – understands the SLAs and SLGs and definitions of scope as applied to pricing.
• Extensive experience managing complex BPO/Professional Services delivery on a regional or global basis.
• Extensive experience growing and managing client relationships.
• Demonstrable experience in an outsourcing, multi-shored environment.
• Experience of working in a global matrix environment, with geographically dispersed resources.
• Demonstrated results in Service Level Agreements (SLA) metrics and measures
• 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.
• 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.

Other Leadership Characteristics

• Experience of line management direct, matrix/indirect.
• 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 through influence and is an entrepreneur.
• Proactively plans personal development through a combination of self-initiated research, training, and coaching.