Client Service Manager

hace 6 meses

Bogota, Colombia TMF Group A tiempo completo

**Job no**: 570673

**Work type**: Full time

**Location**: Bogota, Colombia

**Categories**: Client Relationship Management

**Office Location**: Colombia

**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.

**Job Purpose**

The Client Service Manager is accountable for the overall delivery of services for the global client, is required to maintain a portfolio of clients and manage the global client contracts. The Client Service Manager will be required to protect and grow contracted revenues, monitor performance against KPI’s, manage scope and change request and respond to escalations. The 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.

**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. Respond or re-direct queries accordingly to provide a good client service.
- Understand the client contracts in detail (including scope and local delivery models).
- Accountable for overall service & project delivery on Client Account. Working with the Client 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 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 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.
- 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.

2/3
- 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 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.

**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 analysing data especially when it comes to financials as regular check will need to be carried out from the perspective of revenues, profitability, KPIs. Important to analyse 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 busi

  • Senior Client Service Manager

    hace 6 meses

    Bogota, Colombia My Visa Source A tiempo completo

    My Visa Source is a premier provider of immigration services in the digital era. MVS is seeking a Senior Client Service Manager to join our expanding team. We pride ourselves on having a client-centered focus, backed by leading technology. Across the globe, our offices help thousands of individuals and business people navigate through Canadian and United...

  • Service Manager

    hace 6 meses

    Bogota, Colombia Sapiens A tiempo completo

    **Service Manager**: - Req ID: 53705- Location: Bogota, CO**About Sapiens** Sapiens International Corporation (NASDAQ and TASE: SPNS) empowers the financial sector, with a focus on insurance, to transform and become digital, innovative and agile. Backed by 40 years of industry expertise, Sapiens offers a complete insurance platform, with pre-integrated,...

  • Technical Account Manager

    hace 6 meses

    Bogota, Colombia Radware Bot Manager A tiempo completo

    Technical Account Manager - (2400001S) The Technical Account Manager will be responsible for the customers in North America and their activities related to the managed services. The technical account manager will represent the customer inside Radware and will act as the focal point and escalation manager. This position will work in front of customers to...

  • Senior Client Service Manager C1/c2

    hace 6 meses

    Bogota, Colombia Patricia Baez Company A tiempo completo

    **Job Description: Senior Client Service Manager (BPO)** **Key Responsibilities**: - ** Client Relationship Management**: - Cultivate and maintain strong relationships with clients, serving as their main point of contact. - Understand client needs and goals to provide tailored solutions and ensure satisfaction. - ** Service Delivery Excellence**: -...

  • Customer Service Manager

    hace 6 meses

    Bogota, Colombia Pentasia A tiempo completo

    Our client is a global gaming technology operator and one of the fastest growing ones in the industry. They’ve been certified as a Great Place to Work across their offices and is now looking for a Customer Service Manager to provide a productive and motivating work environment. **Job Summary**: The Customer Service Manager is responsible for following and...

  • Client Service Account Manager

    hace 6 meses

    Bogota, Colombia JPMorgan Chase & Co A tiempo completo

    **JOB DESCRIPTION** The CSAM will act as the client advocate and drive internal coordination by partnering with Sales, Product, Operations, Technology, Risk and Compliance to deliver service excellence. As the Client Service Account manager you will also support ongoing overall relationship health monitoring to forecast client “temperature” and...

  • Gerente de Servicios Ti

    hace 6 meses

    Bogota, Colombia Indra Colombia LTDA A tiempo completo

    Descripción de la oferta **Rol**: - Gerente de Servicios TI / Service Manager **Requisitos**: - Ingeniero de Sistemas, Industrial, Electrónico y/o carreras afines. - Experiência de cinco (5) años desempeñando cargos en empresas o proyectos con funciones de **Director, Gerente Service Delivery Manager o Coordinador Técnico, Coordinador Administrador...

  • Service Delivery Manager

    hace 7 meses

    Bogota, Colombia ADP A tiempo completo

    **At ADP we are driven by your success. **We engage your unique talents and perspectives. We welcome your ideas on how to do things differently and better. In your efforts to achieve, learn and grow, we support you all the way. If success motivates you, you belong at ADP. We strive for every interaction to be driven by our CORE values: Insightful Expertise,...

  • Service Delivery Manager

    hace 6 meses

    Bogota, Colombia Anthology, Inc. A tiempo completo

    Service Delivery Manager Remote - Colombia *ONLY CVs SUBMITTED IN ENGLISH WILL BE CONSIDERED* The Opportunity: Anthology offers the largest EdTech ecosystem on a global scale, supporting over 150 million users in 80 countries. Our mission is to provide dynamic, data-informed experiences to the global education community so that learners and educators can...

  • Client Service

    hace 6 meses

    Bogota, Colombia Fiserv, Inc. A tiempo completo

    **Calling all innovators - find your future at Fiserv.** We’re Fiserv, a global leader in Fintech and payments, and we move money and information in a way that moves the world. We connect financial institutions, corporations, merchants, and consumers to one another millions of times a day - quickly, reliably, and securely. Any time you swipe your credit...

  • Gerente de Servicios Ti

    hace 3 meses

    Bogota, Colombia Indra Colombia LTDA A tiempo completo

    Descripción de la oferta**Rol**:- Gerente de Servicios TI / Service Manager**Requisitos**:- Ingeniero de Sistemas, Industrial, Electrónico y/o carreras afines.- Experiência de cinco (5) años desempeñando cargos en empresas o proyectos con funciones de **Director, Gerente Service Delivery Manager o Coordinador Técnico, Coordinador Administrador o Líder...

  • Manager Inside Service Sales

    hace 6 meses

    Bogota, Colombia Juniper Networks A tiempo completo

    **Inside Service Sales Operations Manager The **Inside Service Sales Operations Manager **is an integral part of the Juniper Americas sales team responsible to manage Inside Service Sales team in order to proactively prepare renewal quotes and renew expiring service contracts. This position is responsible for the daily sales operations of Inside Sales team,...

  • Manager, Service Delivery

    hace 6 meses

    Bogota, Colombia TTEC A tiempo completo

    Manager, Service Delivery Be the spark that brightens days and ignite your career with TTEC’s award-winning employment experience. As a Service Delivery Manager working onsite in Bogota, Colombia, you’ll be a part of bringing humanity to business. #experienceTTEC **What You’ll be Doing** Do you have a passion for leading, mentoring and coaching?...

  • E-commerce Customer Service Manager

    hace 6 meses

    Bogota, Colombia TLNT A tiempo completo

    A leading and a rapidly expanding direct-to-consumer e-commerce brand and provider of premium firearm holsters and accessories, is on the lookout for a seasoned **E-commerce Customer Service Manager** to lead their customer service team and ensure that every interaction with the brand exceeds expectations. As the **E-commerce Customer Service Manager, **you...

  • Senior Manager, Service Delivery

    hace 6 meses

    Bogota, Colombia TTEC A tiempo completo

    Senior Manager, Service Delivery **Senior Manager, Service Delivery** Bringing smiles is what we do at TTECfor you and the customer. As a Senior Manager - Service Delivery working onsite in Bogota, Colombia you’ll be a part of creating and delivering amazing customer experiences while you also #experienceTTEC, an award-winning employment experience and...

  • Inside Service Sales Manager

    hace 6 meses

    Bogota, Colombia Juniper Networks A tiempo completo

    **Inside Service Sales Manager** **Hybrid role from Bogota, Colombia** The **Inside Service Sales Manager **is an experienced professional, integral part of the Juniper Americas sales team responsible to manage Inside Service Sales team in order to proactively renew expiring service contracts. This position is responsible for the daily sales activities of...

  • Customer Service Manager, Located in Bogotá

    hace 6 meses

    Bogota, Colombia Johnson & Johnson A tiempo completo

    At Johnson & Johnson, the largest healthcare company in the world, we come together for one purpose: to transform the history of health in humanity. Diversity & Inclusion are essential to continue building our history of pioneering and innovation, which has been impacting the health of more than 1 billion patients and consumers every day for more than 130...

  • Customer Service Sr Manager

    hace 6 meses

    Bogota, Colombia Citi A tiempo completo

    The Customer Service Senior Manager is a senior management-level position responsible for accomplishing results through the management of a team or department to drive client resolution and support activities in coordination with the Customer Service team. The overall objective of this role is to drive the seamless delivery of customer service support to...

  • Institutional Customer Service Manager

    hace 6 meses

    Bogota, Colombia Citi A tiempo completo

    The Institutional Customer Service Manager is an intermediate management-level position responsible for providing full leadership and direction of a team to provide client resolution and support in coordination with the Customer Service team. The overall objective of this role is to ensure the seamless delivery of customer service support to external...

  • Country Service Manager

    hace 1 mes

    Bogota, Colombia Abbott A tiempo completo

    Job Title Country Service Manager About Abbott Abbott is a global healthcare leader, creating breakthrough science to improve people’s health. We’re always looking towards the future, anticipating changes in medical science and technology. Working at Abbott At Abbott, you can do work that matters, grow, and learn, care for yourself and...