About TMF Group

TMF Group is a leading provider of critical administrative services, helping clients invest and operate safely around the world. Our 11,000 experts and 125 offices in 87 jurisdictions worldwide serve corporates, financial institutions, asset managers, private clients, and family offices, providing the combination of accounting, tax, payroll, fund administration, compliance, and entity management services essential to global business success.

Discover the role

As a Client Service Director, you will manage and deliver exceptional client service for our portfolio of global contracts in the HR & Payroll business line.

As a trusted client partner, you will be crucial in ensuring strong operational performance, driving growth, and fostering long-term relationships. Your expertise in HR & Payroll, relationship management, and operational improvements will be vital in achieving client retention and identifying opportunities for service expansion.

This role can be 100% remote with occasional travel.

Key Responsibilities

• Development of ongoing commercial and operational relationships with existing clients that ensures year-on-year delivery of contracted revenues
• Accountable for Quality of Delivery (Service Level Agreements performance)
• Set up reporting frameworks with the Client Service Team which cover monthly operational performance to enable good governance with the client
• Track and review contract performance using the outputs from the Client Service Team, identifying and recommending actions where deviations in performance are identified through these reports
• Identify where changes to scope are required then define, price, and negotiate the necessary changes by gaining input from local teams and the relevant client contacts
• 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 the contract and high NPS delivered

About You

Ideally, you meet the following criteria:

• Bachelor’s degree
• Extensive experience in HR & Payroll: 12+ years in outsourcing
• Fluent in English, clear and concise written and oral communication
• At least 5 years of experience working in a client-facing environment, with a good track record of delivering services according to SLAs
• Experience in basic Project Management principles: able to identify key deliverables & activities in work assignments, plan timing and monitor progress; set priority / adjust appropriately to changing demands
• Experience with working in a global matrix environment, with geographically dispersed resources

What is in it for you?

• Attractive benefit package – Consisting of private health insurance and competitive cafeteria amount with various options at your disposal so that you can use this benefit in the way you prefer.
• Flexibility – Enjoy flexibility provided by TMF Group, both about working hours and home office options (for particular jobs 100% remote work is also available)
• Supportive culture – You will find a pleasant and modern work environment that is strongly built upon teamwork, respect, and integrity. The well-being of our employees, a no-blaming culture, and collaboration are the essence of our continuous success and stability. 
• Career growth – We are committed to empowering career development with our TMF Business Academy.