Client Service Director

hace 12 horas

San José, 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

  • Client Relationship Director

    hace 6 días

    San Francisco, Heredia, Costa Rica First Factory, Inc. A tiempo completo

    **About the Role at First Factory**We are seeking a skilled Client Experience Manager to join our team. As a Client Relationship Director, you will be responsible for managing client information, building and maintaining long-term relationships with clients to drive business growth.**Key Responsibilities:**

  • Client Service Manager

    hace 4 días

    San José, Costa Rica TMF Group A tiempo completo

    **Job no**: 563968 **Work type**: Full time **Location**: Bogota, Colombia, Mexico City, Mexico, San Jose, Costa Rica **Categories**: Client Relationship Management **Office Location**: Costa Rica **About TMF Group** TMF Group is a leading provider of critical administrative services, helping clients invest and operate safely around the world. We...

  • Associate Creative Director

    hace 6 días

    San José, Costa Rica Now Digital Talent A tiempo completo

    We are looking for an Associate Creative Director to manage creative and production projects from concept creation to completion. The Associate Creative Director is responsible for developing and transforming concepts into creative solutions, and ensuring client objectives are achieved. To be successful as an Associate Creative Director you should be able...

  • Associate Creative Director

    hace 2 días

    San José, Costa Rica NowDigitalTalent A tiempo completo

    We are looking for an Associate Creative Director to manage creative and production projects from concept creation to completion. The Associate Creative Director is responsible for developing and transforming concepts into creative solutions, and ensuring client objectives are achieved. To be successful as an Associate Creative Director you should be able...

  • Associate Creative Director

    hace 1 día

    San José, Costa Rica Now Digital Talent A tiempo completo

    We are looking for an Associate Creative Director to manage creative and production projects from concept creation to completion.The Associate Creative Director is responsible for developing and transforming concepts into creative solutions, and ensuring client objectives are achieved.To be successful as an Associate Creative Director you should be able to...

  • Associate Creative Director

    hace 46 minutos

    San José, Costa Rica Nowdigitaltalent A tiempo completo

    We are looking for an Associate Creative Director to manage creative and production projects from concept creation to completion.The Associate Creative Director is responsible for developing and transforming concepts into creative solutions, and ensuring client objectives are achieved.To be successful as an Associate Creative Director you should be able to...

  • Automation Engineering Director

    hace 2 días

    San José, San José, Costa Rica Moody'S Investors Service A tiempo completo

    OverviewWe are a global leader in financial intelligence and our Finance Transformation, Data and Systems team is seeking an experienced professional to lead automation initiatives within the finance organization. As Automation Engineering Director, you will be responsible for translating business requirements into optimal automation solutions with minimal...

  • Service Delivery Director

    hace 1 día

    San José, Costa Rica Bairesdev A tiempo completo

    Who We areBairesDev is proud to be the fastest-growing company in America.With people in five continents and world-class clients, we are only as strong as the multicultural teams at the heart of our business.To consistently deliver the highest quality solutions to our clients, we only hire the Top 1% of the best talents and nurture their professional growth...

  • Compliance Operations Director

    hace 2 días

    San Francisco, Heredia, Costa Rica Citi A tiempo completo

    At Citi, we are seeking a highly skilled Compliance Operations Director to lead our team of professionals in providing Anti-Money Laundering (AML) monitoring, governance, and regulatory reporting services.The ideal candidate will have 5-8 years of experience in internal control functions within the U.S., particularly in AML/KYC, Operational Risk, legal or...

  • Director/Senior Director, Operational Strategy

    hace 1 día

    San José, Costa Rica Labcorp A tiempo completo

    **Director/Senior Director, Operational Strategy & Planning (OS&P) - **CVMER**Remote**:The Director/Senior Director level of OS&P is an experienced leader within a Therapeutic Area (TA) Centre of Excellence, expected to leverage their Research and Development experience from Target Product Profile generation to operational study execution to sustainably grow...

  • Director, Operations

    hace 1 día

    San José, Costa Rica Bill Gosling Outsourcing A tiempo completo

    Bill Gosling Outsourcing is committed to the career development of our people.If you are interested in joining a company with modern facilities and a team environment, click on the "Apply" button to get started!- Bill Gosling Outsourcing is currently looking for a Director - Operations to add to our Team.Bill Gosling Outsourcing is committed to the career...

  • Client Service Associate

    hace 1 día

    San José, Costa Rica Fisher Investments A tiempo completo

    Since 1995, Fisher Investments and its affiliates have developed a specialized approach focused on serving our high-net-worth private clients.As a Client Service Associate (CSA) you will be up close and personal with US based clients, forming relationships and becoming the operational expert that helps our clients navigate their financial futures.This is a...

  • Gerente de Atención al Cliente en Centro de Llamadas

    hace 1 semana

    San José, San José, Costa Rica America Service A tiempo completo

    Acerca de la Vacante:La empresa America Service busca un profesional experimentado para ocupar el cargo de Gerente de Atención al Cliente en su centro de llamadas. Este puesto es crucial para garantizar la satisfacción del cliente y ofrecer una experiencia excepcional a nuestros clientes.Descripción del Puesto:Como Gerente de Atención al Cliente, usted...

  • Director, Operations

    hace 1 día

    San José, Costa Rica Bill Gosling Outsourcing A tiempo completo

    Bill Gosling Outsourcing is committed to the career development of our people.If you are interested in joining a company with modern facilities and a team environment, click on the "Apply" button to get started!The Director, Operations works with Senior Management to create the vision of the Company and the type of business philosophy and culture the Company...

  • Director de Ventas Comercial

    hace 5 días

    San Francisco, Heredia, Costa Rica Corporación Interfrutd A tiempo completo

    Acerca de la vacanteLa Corporación Interfrutd busca a un Director de Ventas Comercial para liderar sus operaciones comerciales en Heredia o alrededores.Funciones del Puesto:Planificar, organizar y coordinar las operaciones de ventas y comerciales, incluyendo los planes de ventas y la definición de metas.Dirigir y coordinar al personal de ventas,...

  • Director Técnico de Core Banking en Soluciones Tecnológicas

    hace 6 días

    San José, San José, Costa Rica Sophos Solutions A tiempo completo

    Nuestra PropuestaSomos una compañía global que ofrece soluciones tecnológicas innovadoras. Buscamos un Director Técnico de Core Banking para liderar nuestra división de soluciones core bancarias en Estados Unidos y Latinoamérica. El candidato ideal tendrá experiencia en la implementación de sistemas core bancarios y gestionará equipos de entrega de...

  • Immigration Client Service

    hace 3 días

    San José, Costa Rica Outlier Legal Services A tiempo completo

    Our mission is to help people from around the globe achieve their dreams. From moving to a new country, to starting a business, to buying a dream home, we guide diverse people to go beyond their comfort zone. **Responsibilities and Duties**: - Build trust with the client through face-to-face meetings and calls with clients. - Coordinate and advise the...

  • Director de Operaciones de Recepción

    hace 6 días

    San Francisco, Heredia, Costa Rica Marriott International, Inc A tiempo completo

    Descripción del Cargo:Nuestra empresa, Marriott International, es un líder en la industria hotelera global con una amplia cartera de marcas. Estamos buscando a un Director de Operaciones de Recepción para nuestro hotel ubicado en Costa Rica.Perfil del Candidato:El candidato ideal posee habilidades sólidas en gestión de operaciones y liderazgo. Debe...

  • Global Financial Project Director

    hace 2 días

    San Francisco, Heredia, Costa Rica Moody'S Investors Service A tiempo completo

    Empowering Better DecisionsMaking a positive impact on the world through our work is what drives us at Moody's Investors Service.We are dedicated to helping people make informed decisions by providing them with accurate and timely information.Our Finance department plays a crucial role in this mission, working closely with technology teams to develop...

  • Gerente de Servicio Al Cliente Senior

    hace 1 semana

    San José, San José, Costa Rica America Service A tiempo completo

    Descripción del PuestoEn America Service, estamos buscando a un Administrador de personal enfocado a Servicio al Cliente, quien sea capaz de administrar horarios y cumplir con métricas basadas en estándares de calidad de Contact Center.Requisitos del Puesto:Bachillerato SecundariaExperiencia mínima de 2 años en puestos similaresExperiencia en Call...