Client Service Director Job in Tmf Group

About TMF Group

TMF Group is a leading provider of critical administrative services, helping clients invest and operate safely around the world. We provide legal, financial and employee administration through TMF Group s teams in 120 offices.

Discover the role

The Client Service Director GEM is responsible for the overall delivery and management of all global client contracts governed by GEM practice, paying particular attention to how operational services can be improved. This role plays an integral part of the client experience as they will be a trusted partner. The Client Service Director will be accountable to deliver services in line with the contract and the client s roadmap/vision to ensure they are retained. They will be expected to use strong relationship management skills when leading the delivery team and Global Entity Management Client Service Managers, ensuring consistency of service regardless of location and technology solution used to grow the account and identify additional opportunities.

Key Responsibilities:

Be a strong Leader, able to manage direct team of Client Service Managers effectively and keep retention within the team

Development of an ongoing commercial and operational relationship with existing clients that ensures year on year delivery of contracted revenues.

Define and manage the contact management strategy with the Client and across TMF.

Identify themes and trends and share with suitable internal stakeholders that identify opportunities for sustainable business improvement and new service opportunities.

Understand the client contracts in detail.

Accountable for overall service & project delivery on Client Account

Responsible for building and maintaining relationships with key service/functional owners on Client Account

Accountable for Quality of Delivery (where applicable - Service Level Agreements performance)

Any persistent delivery issues in the countries should be identified so corrective plans can be agreed and actioned with the local offices.

Ensure that the right documentation is in place and up to date when a client is transferred from the Implementation team. All process changes should be properly documented.

Set up reporting frameworks with the CST (Client Service Team) 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.

Work closely with Account Director and Sales community, Group Finance, Contract Renewal and Client Contracting Team to ensure that delivery is understood, relationship is built, the contracts are in place and followed, invoices are issued and paid on time, and the relevant team is timely engaged for any respective part of the herein.

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.

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.

Key Requirements:

Bachelor s degree within legal studies.

Is fluent, clear, and concise in English written and oral communication.

Able to own service delivery across many service lines.

At least five years experience working in a client-facing environment, with a good track record of delivering services experience of advance 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 five 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.

Experience of owning a client P&L would be beneficial.

Excellent people managing skills.

Excellent Project Management, People skills and Commercial acumen will be required.

Acts with the highest level of integrity, generating trust and protecting client s interests.

Builds, engages, and influences people that are both under and not under a direct report.

Drives for results with integrity.

Embraces and drives for change and is an entrepreneur.

Proactively plans personal development through a combination of self-initiated research, training, and coaching.