Junior Client Service Manager

TMF Group

  • Bydgoszcz

    Bydgoszcz, Kuyavia-Pomerania
  • offer expired 2 months ago
  • contract of employment
  • full-time
  • junior specialist (Junior)
  • home office work, hybrid work
  • remote recruitment
  • запрошуємо працівників з України
ukrainian-friendly-overlay
Запрошуємо працівників з України
Роботодавець відкритий для працевлаштування громадян України

Your 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. Respond or re-direct queries accordingly to provide a good client service.

  • Understand the client contracts in detail (including scope, pricing and local delivery models).

  • Accountable for overall service & project delivery on Client Account with support from the Client Service Manager community and/or Client Service Director.

  • Working with the Account Director to identifying risks and opportunities.

  • 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 with the support of the Client Service Managers community and/or the Client Service Director 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 CSC (Client Services Coordination) if and where applicable, the monthly service delivery calendar and change request note tracker, plus KPI performance reports.

  • Maintain the service delivery reports, trackers, calendars and other administrative tools/SharePoint sites that are used in GEM CSM’s practice,

  • Track and review contract performance using the CSC outputs, 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, then work with the Client Service Manager Community, Client Service Directors and Account Directors to 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

  • Support 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 improve client satisfaction, based on but not limited to feedback provided through regular client surveys. With this client feedback, work with the Client Service Manager Community, Client Service Director and Account Directors to 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.

  • Participate with the view to lead 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.

  • 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 contract parts require renewal in the next 6 months, inform the client director, the local offices and the practice leads (and if and where applicable the Global Sales Team) as well as the Commercial Contracting team and agree an action plan with the client to discuss renewal and execute accordingly.

Our requirements

Critical Competencies For Success:

-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 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. 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.

-Basics of corporate governance, entity management or corporate secretarial functions: general understanding of the company legal obligations, board matters, statutory requirements and compliance for the company during operating lifecycle, basic familiarity with board documents, company acts and its purpose.

Key Requirements:

-Bachelor’s degree or similar education/experience.

-Experience in the area of legal, contracting, corporate secretarial.

-Experience in an international client facing environment, with a good track record of service delivery and client relationships

-Fluent, clear and concise in English written and oral communication.

-Some experience managing simple to semi complex delivery on a regional or global basis

-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 with both regional and global clients. Flexible and able to thrive in fluid environments, without the need for rigid structure.

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.

-Seeks regular feedback and plans personal development for constant improvement.

What we offer

  • Private medical care

  • Life insurance co-financing

  • Free Business English classes in the office

  • Access to online foreign languages learning platform - GoFluent

  • Flexible working hours

  • Co-financing of tickets for sports activities

  • Social fund with holiday allowance

  • Pre-paid (lunch) card

  • Reliable support in achieving your own professional goals.

Benefits

  • sharing the costs of sports activities

  • private medical care

  • sharing the costs of foreign language classes

  • sharing the costs of professional training & courses

  • life insurance

  • remote work opportunities

  • flexible working time

  • coffee / tea

  • pre-paid cards

  • holiday funds

  • employee referral program

DISCOVER THE ROLE

The Junior Client Service Manager is accountable for the overall delivery of a small (in revenue and or entity number) portfolio of global client contracts and is required to maintain and manage such. The Junior 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, managing change request and respond to escalations. The Junior 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 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.

TMF Group

TMF Group is a leading provider of critical administrative services, helping clients invest and operate safely around the world. Our 9,100 experts and 120 offices in 85 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.

Scroll to the company’s profile