Client Service Manager

**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 provide legal, financial and employee administration through TMF Group’s teams in 120 offices

TMF Group is looking for a Bilingual Client Service Manager to work on a hybrid modality from San José, Bogotá or México City.

The Client Service Manager is responsible for the overall delivery and management of the global client contracts, maintaining a portfolio of clients where the scope of services is complex in nature. The Client Service Manager will be required to protect and grow contracted revenues, monitor performance against KPI’s, manage scope, manage change request, and respond to escalations. The Senor 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 have leadership responsibilities and 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 and be the main point of contact for the client for day-to-day delivery matters and changes to scope. Respond or re-direct queries accordingly to provide a good client service.
- Understand the client contracts in detail (including scope and local delivery models) for a broad range of clients.
- Accountable for overall service & project delivery on Client Account, identifying risks and opportunities for retention or growth.
- 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.
- Line manage and / or act as a point of contact for more junior colleagues in the team, providing advice and support as needed. Take on or provide advice with regards to complex problems or clients.
- Set up reporting frameworks with the CSC (Client Service Coordination) 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.
- 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, 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.

**Key Requirements**
- Bachelor’s degree in relevant practice field.
- Experience in Payroll or Human Resources (desirable)
- Advanced English
- Substantial, at least five years, experience working in a client-facing environment, with a good track record of delivering services
- Experience of 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 four years’ experience of managing against