Client Service Manager - Cape Town at TMF Group

Key Responsibilities

• Participate in the handover process from the Implementation and On-boarding team.
• Act as a main client contact from TMF for allocated global clients.  Responsible for building and maintaining relationships with key service/functional owners on client accounts.  Respond or re-direct queries accordingly to provide a good client service.
• Understand the client contracts in detail (including scope and local delivery models).  Manage the annual contract review by ensuring the scope of the contract remains relevant in all areas in terms of scope, volume and pricing. Identify if any contract 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.
• Accountable for overall service & project delivery on Client Account and accountable for Quality of Delivery (SLA performance). Working with the Account Director to identify risks and opportunities.
• Responsible for managing and overseeing escalations including delivery issues in the countries which should be identified so corrective plans can be agreed and actioned with the TMF local offices. Create escalation logs as needed.
• Manage Change Request Note (CRN) process, 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.
• 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 actions for improvements.
• Hold regular service reviews with the client providing them with regular data on KPI delivery and any other relevant information.
• Hold regular internal service review meetings with local offices to identify performance and any improvements.

Critical Competencies for Success

• 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.
• Strong skills are required in analyzing data especially when it comes to financials as regular check will need to be carried out from the perspective of revenues, profitability, KPIs.
• Communication skills: Capable of being convincing in front of a challenging audience. Uses language and style of communication appropriately and can articulate results and ideas in a concise manner

Key Requirements

• Bachelor’s degree.
• Basic knowledge in the area of Accounting & Tax
• Is fluent, clear and concise in English written and oral communication.
• Willingness of working in a client-facing environment
• Willingness to manage against a commercial contract – understands the SLAs and definitions of scope
• 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.
• Experience of working in an international matrix environment, flexible and demonstrates the ability to collaborate in a fluid environment across a broad set of cultures and business practices.