Senior Client Service Manager

General Information

Job ID

36330

Location

Budapest, Hungary, Cape Town, South Africa, Johannesburg, South Africa, Katowice, Poland, Warsaw, Poland

Work Types

Full Time, Permanent

Categories

Client Relationship Management

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About TMF Group

TMF Group is a leading provider of critical administrative services, helping clients invest and operate safely around the world. Our 11 000+ experts and 125+ offices in 87 jurisdictions worldwide serve corporates, financial institutions, asset managers, private clients and family offices, providing the combination of accounting, tax, payroll, fund administration, compliance and entity management services essential to global business success

Discover the Role

The Senior Client Service Manager (Senior CSM) is responsible for leading and overseeing the global delivery of TMF’s service portfolio, ensuring the successful execution of complex international client engagements. The role manages global client contracts and drives the consistent delivery of high-quality services across multiple jurisdictions, regions, and technology platforms.

As a trusted advisor to both clients and internal stakeholders, the Senior CSM plays a key role in enhancing service delivery, monitoring performance against Service Level Agreements (SLAs), and identifying opportunities to expand and strengthen client relationships.

This position is vital to maintaining high levels of client satisfaction and retention. It requires strong leadership, stakeholder management, and relationship-building skills to ensure exceptional service delivery while driving continuous improvement in Net Promoter Score (NPS) and Client Satisfaction Index (CSI) results. The Senior CSM reports directly 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 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 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

Key Requirements

• Minimum 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 strong written and verbal communication skills; additional languages are an advantage
• Solid knowledge of project management principles, including structuring activities, prioritising, and monitoring progress
• Experience managing complex BPO or professional services delivery on a regional or global scale
• Ability to build 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 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 programme, 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!