Client Service Manager

**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