Client Service Manager - Accounting & Tax at TMF Group

About the the role 

The Client Service Manager is accountable for the overall delivery of the global client contracts and is required to maintain a portfolio of clients and manage the global client contracts. The Client Service Manager will be required to protect and if and where possible support growth of contracted revenues, monitor performance against KPI’s, manage scope, managing 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 for allocated 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, escalate when necessary.
• Understand the allocated 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 support of CSC (Client Services Coordination) if and where applicable, the monthly service delivery calendar and change request note tracker, plus KPI performance reports. 
• Work with Internal Finance on the monthly billing reports produced by them,
• Track and review contract performance using the CSC outputs, identifying and recommending actions to the local offices 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
• Support Group Finance on actions related to debtor days and resolve any issues causing late payment by either the client or the local offices.
• 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 and share such with the local teams and practice leads.
• 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 contract parts require renewal in the next 6 months, inform the client director, the local offices and the practice leads (and if and where applicable the Global Sales Team) as well as the Commercial Contracting team and agree an action plan with the client to discuss renewal and execute accordingly.
• 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 analyzing data especially when it comes to financials supported by Internal Finance, on revenues, profitability, KPIs. Important to analyze root cause and suggest plant of action 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 business software.  Understands the principles of the Key Stakeholder Management and plans a contact strategy appropriate to each element of their stakeholder plan.

Key Requirements

• Bachelor’s degree or similar education/experience.
• Experience in the area of Accounting and Tax of at least three years in a client facing environment, with a good track record of service delivery and client relationships
• Is fluent, clear and concise in English written and oral communication.
• Experience of basic 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. 
• Understanding of the SLAs and definitions of scope as applied to pricing, metrics and measures.
• Extensive experience managing semi to complex delivery on a regional or global basis
• Demonstrable experience in an outsourcing, multi-shored environment.
• 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 with both regional and global clients. 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.

What in it for you ? 

• Competitive compensation package with medical and provident fund contributions
• Collaborative, supportive work environment where individuals are able to grow and shape their careers
• Biannual team building and year end celebration
• monthly braai’s after staff meeting and quarterly breakfasts with the teams 
• Work hard, play hard attitude