Client Service Director

hace 9 horas

Santa Ana, Costa Rica TMF (Thailand) Limited A tiempo completo

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.
Key Responsibilities
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 (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
Identify where changes to scope are required 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
Manage debtor days and resolve any issues causing late payment
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
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
Other Leadership Characteristics
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 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.

Make an impact
Our global presence in more than 80 countries allows you to impact how global and diverse clients do business as well as give back to the global communities we operate in

Be part of One TM

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