Senior Client Service Manager

Senior Client Service Manager

The Senior Client Service Manager (Senior CSM) is responsible for overseeing and managing the global delivery of TMF's service portfolio. This role includes the management of complex global client contracts, ensuring high-quality operations across multiple regions and technological platforms.

The role acts as a trusted partner to clients and internal teams, supporting service improvements, managing performance against Service Level Agreements (SLAs), and identifying opportunities for growth.

This role is critical to client retention and satisfaction and requires strong relationship management and leadership capabilities to deliver high-quality services and support improvements in Net Promoter Score (NPS) and Client Satisfaction Index (CSI) performance.

The role reports to the Director of Client Service Management (DCSM).

Key Responsibilities

• Establish and maintain strong operational and commercial relationships with complex clients to support contractual revenue delivery and long-term partnerships; accountable for overseeing service delivery.
• Manage the client contact strategy across TMF to support effective communication and governance.
• Monitor trends and share insights with internal stakeholders to identify opportunities for service improvement and growth.
• Implement ongoing improvement initiatives based on survey data, performance metrics, and client feedback; maintain a structured Client Service Plan outlining actions, priorities, and progress.
• Maintain a detailed understanding of client contracts and ensure alignment with agreed scope and SLAs.
• Ensure high-quality service delivery in line with contractual obligations and performance standards; support the preparation of quarterly and monthly business/service reviews in collaboration with Client Service Directors (CSDs) and Relationship Directors (RDs).
• Identify and resolve ongoing delivery issues by coordinating corrective actions with local offices.
• Maintain accurate and up-to-date documentation during client transitions and process changes.
• Establish reporting frameworks for monthly operational performance reviews with clients.
• Track and analyse contract performance, recommending actions where deviations occur.
• Manage scope changes, including defining, pricing, and supporting negotiation of adjustments; ensure all changes are documented and agreed.
• Contribute to initiatives to improve client satisfaction based on survey feedback and maintain a Client Service Plan outlining improvement actions.
• Conduct regular business reviews to ensure alignment with client expectations and support strong Net Promoter Score (NPS) results.
• Oversee annual contract reviews to confirm relevance of scope, volume, and pricing; ensure timely renewals and operational readiness, where applicable.

Skills & Competencies

Relationship Management: Ability to build and maintain strong, trust-based relationships with clients and internal stakeholders, supporting consistent service delivery and a strong focus on client satisfaction.

Contract and Service Governance: Understanding of contractual obligations, including SLAs, scope changes, and pricing, ensuring alignment with operational delivery.

Strategic and Analytical Thinking: Ability to identify issues, analyse root causes, and implement solutions; capable of interpreting financial data, monitoring forecasts and billing performance, and supporting revenue outcomes.

Communication and Stakeholder Engagement: Strong verbal and written communication skills, with the ability to convey complex information clearly across diverse audiences and manage expectations effectively.

Technical Knowledge: Understanding of processes, systems, and compliance requirements relevant to the assigned service line, with the ability to collaborate effectively with operational teams.

Change Leadership and Adaptability: Supports change and contributes to continuous improvement through collaboration and influence.

Key Requirements

• Minimum of 7 years of professional experience , including at least 4 years in a client-facing role , with demonstrated delivery of high-quality services in HR & Payroll, Accounting & Tax, Global Entity Management, or Fund Services, depending on service line allocation.
• At least 3 years of experience managing commercial contracts , including understanding of SLAs, scope definitions, and pricing structures.
• Fluency in English with clear written and verbal communication; additional languages are an advantage.
• Solid knowledge of project management principles, including structuring activities, setting priorities, monitoring progress, and adapting to changing requirements.
• Experience managing complex BPO or professional services delivery on a regional scale.
• Strong capability to develop and maintain strategic client relationships in a multi-shore outsourcing environment.
• Experience working within a global matrix organisation with geographically dispersed teams.
• Demonstrated ability to meet SLA metrics and support operational performance.
• Willingness to travel internationally to meet clients and teams as required.
• Bachelor's degree in a related field.

What's in it for you?

Pathways for career development

• Work with colleagues and clients around the world on interesting and challenging work.
• We provide internal career opportunities so you can take your career further within TMF
• Continuous development is supported through global learning opportunities from the TMF Business Academy

Making an impact

• You'll be helping us to make the world a simpler place to do business for our clients
• Through our corporate social responsibility program, you'll also be making a difference in the communities where we work

A supportive environment

• Strong feedback culture to help build an engaging workplace
• Our inclusive work environment allows you to work from our offices around the world, as well as from home, helping you find the right work-life balance to perform at your best.

We're looking forward to getting to know you!