Client Service Manager

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TMF Group is a leading provider of administrative services, helping clients invest and operate safely around the world. As we’re a global company with 11,000+ colleagues based in over 125 offices across 87 jurisdictions, we actively seek out people with the talent and potential to flourish at TMF Group, whatever their background, and offer job opportunities to the broadest spectrum of people. Once on board we nurture and promote talented individuals, making sure that senior positions are open to all.

Discover the Role

The Client Service Manager (CSM) is responsible for overseeing and managing the global delivery of TMF’s service portfolio. This role encompasses the management of global client contracts, ensuring high-quality operations across various regions and technological platforms.

The role acts as a trusted partner to clients and internal teams, driving service improvements, managing performance against Service Level Agreements (SLAs), and identifying opportunities for growth.

This role is critical to client retention and satisfaction, requiring strong relationship management and leadership skills to deliver high-quality services and enhance Net Promoter Score (NPS) and Client Satisfaction Index (CSI) results.

The role reports directly to the Director of Client Service Management (DCSM).

Key Responsibilities

- Establish and maintain operational relationships with global clients to ensure contractual revenue delivery and long-term partnerships. Accountable for overseeing service delivery.
- Manage the client contact strategy across TMF to support effective communication and governance.
- Monitor trends and share insights with internal stakeholders to identify opportunities for service improvement and growth.
- Maintain a detailed understanding of client contracts and ensure compliance with agreed scope and SLAs.
- Ensure high-quality service delivery in line with contractual obligations and performance standards. Responsible for the preparation of quarterly and monthly business/service reviews in collaboration with Client Service Directors (CSDs) and Relationship Directors (RDs).
- Identify and resolve ongoing delivery issues by coordinating corrective actions with local offices.
- Maintain accurate and up-to-date documentation during client transitions and process changes.
- Establish reporting frameworks for monthly operational performance reviews with clients.
- Track and analyse contract performance, recommending actions where deviations occur.
- Manage scope changes, including defining, pricing, and negotiating adjustments; ensure all changes are documented and agreed.
- Drive initiatives to improve client satisfaction based on survey feedback and maintain a Client Service Plan outlining improvement actions.
- Conduct regular business reviews to ensure alignment with client expectations and support strong Net Promoter Score (NPS) results.
- Oversee annual contract reviews to confirm relevance of scope, volume, and pricing; ensure timely renewals and operational readiness, where applicable.

SKILLS & COMPETENCIES

Relationship Management: Ability to build and maintain strong, trust-based relationships with clients and internal stakeholders, ensuring high-quality service delivery with a strong commitment to client satisfaction and integrity.

Contract and Service Governance: Demonstrates expertise in interpreting and overseeing contractual obligations, such as SLAs, scope adjustments, and pricing, with a focus on maintaining operational excellence. Collaborates effectively with CSDs and DCSMs across these areas.

Strategic and Analytical Thinking: Ability to identify issues, analyse root causes, and implement proactive solutions.

Communication and Stakeholder Engagement: Strong verbal and written communication skills, with the ability to convey complex ideas clearly across diverse audiences, tailor messages, and manage expectations effectively.

Technical Knowledge: Solid understanding of processes, systems, and compliance requirements relevant to the assigned service line, with the ability to collaborate effectively with operational teams.

Change Leadership and Adaptability: Ability to adapt to change and drive improvements through collaboration and influence, supporting innovation and continuous improvement.

Key Requirements

- 5+ years of professional experience, with at least 2 years in a client-facing role, with demonstrated experience delivering high-quality services in HR & Payroll, Accounting & Tax, Global Entity Management, or Fund Services (depending on service line allocation, please select as applicable).
- At least 1 year of experience managing commercial contracts, including understanding Service Level Agreements (SLAs), scope definitions, and pricing structures.
- Fluency in English with clear written and verbal communication skills; additional languages are an advantage.
- Experience applying SLA and scope principles in day-to-day client management.
- Basic knowledge of project management principles, with the ability to structure activities, set priorities, monitor progress, and adapt to changing demands.
- Ability to build trust and collaborate effectively with clients and internal teams in an international outsourcing context.
- Experience operating within a global matrix organisation with geographically dispersed teams.
- Demonstrated experience meeting SLA metrics and driving operational excellence.
- Ability to travel internationally to meet clients and teams when required.
- Bachelor’s degree in a related field.

What’s in it for you?

Pathways for career development

- 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

Making an impact

- You’ll be helping us to make the world a simpler place to do business for our clients
- Through our corporate social responsibility program, you’ll also be making a difference in the communities where we work

A supportive environment

- Strong feedback culture to help build an engaging workplace
- Our inclusive work environment allows you to work from our offices around the world, as well as from home, helping you find the right work-life balance to perform at your best.

We’re looking forward to getting to know you!