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TMF Group is a leading provider of critical administrative services, helping clients invest and operate safely around the world.
We are a key part of our clients’ governance, providing them with critical administrative services that allow them to invest and operate safely around the world.
We make a complex world simple for them, with experts on...
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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
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Job Purpose
Join TMF as Junior Client Accountant and become part of our client servicing team. If you are not only looking for a regular accounting A-Z job but to be the manager of your own client needs, take this chance to join TMF and get the opportunity to grow with this exciting opportunity to more responsibility
Key Responsibilities
As Junior Client Administrator you will assist a team of experienced accounting experts to handle your clients request on a daily basis. Learn something new every day and grow into the role of managing your own portfolio of clients. By taking the ownership of own development following required and relevant trainings your role will include:
- The responsibility for maintaining a simple client portfolio and establishment of a strong client relationship
- The maintenance of accounting records and preparation of financial reports, i.e. deliverables
- Execution of client payments as well as follow up of invoices to clients and collecting debts
- Preparation of support working documents (interest calculations, reinvoicing spreadsheets, …)
- Organization and facilitation of the audit of financial statements
- Work closely and effectively with counter team such as assisting the Legal department with the preparation of annual shareholders meetings as well as taking part in meetings with the clients face-to-face
Your profile
- Bachelor's Degree or Master's degree in Accounting or a related field or relevant years of working or internship experience
- 1 - 2 years of practical experience; we are interested also in more experienced Candidates - feel free to apply!
- Previous experience in client servicing businesses (accountancy, audit, etc.)
- Sound organizational skills
- Very good communication, both written and spoken, in English is required
- A team player, who can as well work independently
- Be a pro-active and take the ownership of own professional development
- You have a pro-active attitude to problem solving and can come up with solutions
Working at TMF Group offers
- Convenient central location of the office
- Stable employment
- Flexi-time and remote working
- An international and dynamic environment
- Private medical care
- Life insurance
- Co-financing of tickets for sports activities
- Flexible working time
- Free language courses
- Exceptional people and atmosphere
- Christmas and occasional gifts
- Co-financing of holidays
- Charity work
What's in it for you?
An exciting opportunity in an international company
Professional development opportunities as well as extensive individual further training opportunities, supported by our TMF Business Academy
A career within an ever evolving market
Flat hierarchies with direct contact to management and international exchange
Want to know more about a career with TMF Group? Watch this video:
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Job Purpose
To provide a high quality administrative service to a diverse portfolio of private and corporate structures with timeliness and efficiency.
Key responsibilities
- Administer a portfolio of structures with timeliness and efficiency, the diversity and complexity of which will be dependent on the experience and knowledge of the jobholder
- Identify and raise technical issues and potential problems with Line Manager
- Undertake a variety of banking, investment and financial transactions within the limits of the job holders authority
- Attend client meetings and prepare clear and concise meeting notes
- Provide technical assistance to the administrators within the team
- Meet productivity and input timesheet daily
- Control debtors to the level determined by Line Manager
- Be able to demonstrate and awareness of risk management
- Meet CPD target
- Develop existing client/intermediary relationships including seeking opportunities for cross-selling TMF Group products and services
- Strives for high standards of delivery to clients
- Has a strong understanding of processes needed to undertake role successfully
- Makes informed judgements and decisions based on practice and precedent
- Decisions will be made within defined limits of authority
- Has a basic understanding of the TMF Groups' service lines and TMF is structured.
- Understands and applies control and risk and governance frameworks consistently
- Is mindful of the TMF values
- May have supervisory responsibilities for work carried out by members of the immediate team
- Organises the use of resources to meet expectations and identifies difficulties
- Reviews non-complex work undertaken by more junior team members
- Informally manages expectations of more senior colleagues infrequently
- Communicates information in a clear and concise manner (verbal and written work) to both internal and external stakeholders
Professional experience and Qualifications
- Degree in finance, accounting or law
- Good technical knowledge of trust & corporate administration, investment and tax issues
- Able to supervise/mentor trainee and/or administrators
- Expertise in all MS Office packages (Word, PowerPoint, Excel, Outlook)
- Fluent in both written and spoken English
What's in it for you?
- An exciting opportunity in an international company
- Professional development opportunities as well as extensive individual further training opportunities, supported by our TMF Business Academy
- A career within an ever evolving market
- Flat hierarchies with direct contact to management and international exchange
go to method of application »
Key Responsibilities
- Lead the onboarding of new clients, unpack and define new client delivery, responsible for the implementation of fund structures onto the accounting system.
- Review NAVs for alternative investment funds (private equity, real estate, debt, other alternatives), which are domiciled in recognized fund jurisdictions.
- Responsible for review of all fund accounting and related deliverables such as analysis, maintaining and controlling the general ledger and various sub-ledgers, processing of transactions, rebalances, waterfalls, fee calculations, hedging, loans, recording calls and distributions, various ad hoc client reporting
- Review of limited partner and general partner allocations
- Review of annual financial statements, footnotes and partner capital statements, assist in client audit procedures
- Responsible for the timing and quality of client deliverables
- Responsible for the compliance of various agreements with clients, including the Service Level Agreement
- Provide supervision, training and guidance to team members focusing on task performance, support work allocation and capacity planning
Requirements
- At least 3-5 years’ experience in Fund accounting for Alternative Funds (Private Equity, Real Estate, Private Debt)
- A degree in Accounting – ideally ACCA, CA, CFA or other similar level qualification
- Good knowledge of IFRS and ideally other GAAPs
- At least 3 years’ extensive experience in reviewing and preparing general ledgers and financial statements for Alternative Funds
- Knowledge of Investran and/or Yardi– this would be considered as advantage
- Familiarity with tax-efficient European fund structures and related investment vehicles and regulatory requirements – this would be considered as advantage
- Other characteristics: accurate, self-motivated and able to work both independently and as part of a team, deadline driven and able to maintain a portfolio of clients
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Purpose
- Assist with the administration relating to end-to-end dealings with clients to support SSA.
- Provide internal and external clients with administration and relevant expertise.
- Ensure internal and external clients are provided with an efficient, professional and high-quality services which meets all their obligations.
Key responsibilities
- Under the supervision and guidance of the Manager, you will primarily be responsible for ensuring overall the effective and efficient delivery of TMF’s services:
Client relationship management
- Arrange for signature and timely return of contracts.
- Liaise with clients to schedule meetings and resolve diary conflicts as required.
- Telephone management and co-ordination of conference calls.
- Channeling of communication to appropriate destinations (timeously).
Service Delivery
- Maintain record keeping processes relating to client information.
On quotation:
- Load, update & track progress of all issued quote on CRM and internal quote systems.
- ensure adequate recordkeeping of accepted quotes (including z drive, Sales App, Evo, CRM etc.)
On quote acceptance:
- update relevant database systems.
- Prepare, maintain and update client and subcontractor lists (per ISO requirements).
- In conjunction with the Managing Director or Project Manager, assist with the provision of input in respect of the creation of a client profile and/or file on all core systems including, but not limited to, Evo, TMF network, TimeWare, SecWare, TaxWare, CaseWare, etc., as appropriate.
- Assist with the resolution of client queries and co-ordinate the related communication on a timely basis.
- Ensure that all tasks required to effectively onboard a client or subcontractor within required timelines are completed efficiently, professionally and timeously.
- Act as a point of escalation for clients, subcontractors and within TMF.
- Hold the service line teams to account ensuring administrative activities are completed as planned and in line with applicable timelines.
Legal, Risk and Compliance
- In conjunction with the Managing Director or Project Manager, prepare the Local Service Agreement (“LSA”), Statement of Work (“SoW”), amendments, subcontractor agreements and secure client and/or subcontractor sign-off.
- In conjunction with the Managing Director or Project Manager, complete the TMF Group compliance process (KYC) and secure client, subcontractor or internal sign off.
- Maintain legal email inbox on a daily basis.
- Upload updated draft legal agreements on the z drive.
- Update the BCP and ISO business processes and procedures as they relate to the business unit.
- Implement and maintain record keeping processes relating to legal documentation and client/ subcontractor information.
- Adhere to TMF internal procedures and ensure compliance with TMF’s Risk and Control framework and processes.
- Attend and participate in regular and appropriate training on relevant policies, legislation and regulations affecting TMF, clients and subcontractors.
General
- Provide exceptional customer service whilst being empathetic with customers.
- Identify, map and manage business unit related projects.
- Be an escalation point for operational matters within the business unit.
- Execute on agreed deliverables and/or ensure that all deliverables are delivered timeously and according to agreed quality standards.
- Assist in the administration and management of ad hoc projects affecting the business unit, e.g. regulatory reporting requirements.
- Work closely with other teams in TMF Group, including but not limited to, the HRP team, the Entity Management team, the Accounting and Tax team and TMF subcontractors, in order to achieve client objectives.
- Perform any other tasks or duties as may be from time to time assigned by management.
Key competencies
- Excellent time management and administrative skills.
- Be organized, logical and thorough in the execution of their function.
- Be resourceful, independent and strong problem-solving abilities.
- Deadline oriented person with the ability to work under pressure.
- Ability to multitask and prioritize effectively.
- Ability to build and maintain relationships at all levels.
- Ability to articulate and communicate complex ideas in a simple and easy-to-understand manner.
- Be trustworthy, considerate and live the TMF values.
- Excellent written and communication skills, with strong ability to plan ahead and organise themselves and others.
- Ability to follow and build upon existing processes and ensure data is maintained with accuracy and consistency.
Key knowledge and experience
- Appropriate qualification in a relevant field, i.e. Legal, Business and Finance or Compliance.
- Minimum of 4-8 years’ experience in client service/reporting/paralegal role.
- Operational and administrative knowledge of TMF type of business would be advantageous.
- Experience in a legal, compliance, or alternatively experience at a corporate services provider.
- Expertise in MS Word, PowerPoint, Excel and Outlook.
go to method of application »
Purpose
- Assist with the administration relating to end-to-end dealings with clients to support SSA.
- Provide internal and external clients with administration and relevant expertise.
- Ensure internal and external clients are provided with an efficient, professional and high-quality services which meets all their obligations.
Key responsibilities
- Under the supervision and guidance of the Manager, you will primarily be responsible for ensuring overall the effective and efficient delivery of TMF’s services:
Client relationship management
- Arrange for signature and timely return of contracts.
- Liaise with clients to schedule meetings and resolve diary conflicts as required.
- Telephone management and co-ordination of conference calls.
- Channeling of communication to appropriate destinations (timeously).
Service Delivery
- Maintain record keeping processes relating to client information.
On quotation:
- Load, update & track progress of all issued quote on CRM and internal quote systems.
- ensure adequate recordkeeping of accepted quotes (including z drive, Sales App, Evo, CRM etc.)
On quote acceptance:
- update relevant database systems.
- Prepare, maintain and update client and subcontractor lists (per ISO requirements).
- In conjunction with the Managing Director or Project Manager, assist with the provision of input in respect of the creation of a client profile and/or file on all core systems including, but not limited to, Evo, TMF network, TimeWare, SecWare, TaxWare, CaseWare, etc., as appropriate.
- Assist with the resolution of client queries and co-ordinate the related communication on a timely basis.
- Ensure that all tasks required to effectively onboard a client or subcontractor within required timelines are completed efficiently, professionally and timeously.
- Act as a point of escalation for clients, subcontractors and within TMF.
- Hold the service line teams to account ensuring administrative activities are completed as planned and in line with applicable timelines.
Legal, Risk and Compliance
- In conjunction with the Managing Director or Project Manager, prepare the Local Service Agreement (“LSA”), Statement of Work (“SoW”), amendments, subcontractor agreements and secure client and/or subcontractor sign-off.
- In conjunction with the Managing Director or Project Manager, complete the TMF Group compliance process (KYC) and secure client, subcontractor or internal sign off.
- Maintain legal email inbox on a daily basis.
- Upload updated draft legal agreements on the z drive.
- Update the BCP and ISO business processes and procedures as they relate to the business unit.
- Implement and maintain record keeping processes relating to legal documentation and client/ subcontractor information.
- Adhere to TMF internal procedures and ensure compliance with TMF’s Risk and Control framework and processes.
- Attend and participate in regular and appropriate training on relevant policies, legislation and regulations affecting TMF, clients and subcontractors.
General
- Provide exceptional customer service whilst being empathetic with customers.
- Identify, map and manage business unit related projects.
- Be an escalation point for operational matters within the business unit.
- Execute on agreed deliverables and/or ensure that all deliverables are delivered timeously and according to agreed quality standards.
- Assist in the administration and management of ad hoc projects affecting the business unit, e.g. regulatory reporting requirements.
- Work closely with other teams in TMF Group, including but not limited to, the HRP team, the Entity Management team, the Accounting and Tax team and TMF subcontractors, in order to achieve client objectives.
- Perform any other tasks or duties as may be from time to time assigned by management.
Key competencies
- Excellent time management and administrative skills.
- Be organized, logical and thorough in the execution of their function.
- Be resourceful, independent and strong problem-solving abilities.
- Deadline oriented person with the ability to work under pressure.
- Ability to multitask and prioritize effectively.
- Ability to build and maintain relationships at all levels.
- Ability to articulate and communicate complex ideas in a simple and easy-to-understand manner.
- Be trustworthy, considerate and live the TMF values.
- Excellent written and communication skills, with strong ability to plan ahead and organize themselves and others.
- Ability to follow and build upon existing processes and ensure data is maintained with accuracy and consistency.
Key knowledge and experience
- Appropriate qualification in a relevant field, i.e. Legal, Business and Finance or Compliance.
- Minimum of 3-5 years’ experience in client service/reporting/paralegal role.
- Operational and administrative knowledge of TMF type of business would be advantageous.
- Experience in a legal, compliance, or alternatively experience at a corporate services provider.
- Expertise in MS Word, PowerPoint, Excel and Outlook.
Method of Application
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