北京招聘

The Client Service Manager is the person that is accountable for the delivery of a contract to our Global clients. The key metric for the role will be the achievement of in year billed revenues against a portfolio of directly assigned global accounts.

He/she is the single point of contact for regular interactions with the client senior management and TMF local offices. The focus of the role is as follows:

1. Delivery of contractual performance consistently across all countries ensuring Annual Contract Value is achieved as prescribed at contract signature.

2. Single point of escalation for both the client and TMF local offices for resolving any client related issues that may arise on a daily basis.

3. Define and manage the contact management strategy with the Client and across TMF

a. Operationally - maintain control

b. Strategically – develop influence.

4. Protect and grow revenues & improve profitability over time through eradicating errors in local delivery, managing scope, managing change request and identifying new opportunities that grow TMF share of wallet.

Key Responsibilities:

• Understand in detail the contact between TMF and the client, covering commitments to KPIs, SLA, scope of services rendered and pricing methodology.
• Ensure that the contract is adopted into in life from the Global Transition Team after the point of on boarding has been completed, with all non-standard variations identified.
• Set up reporting frameworks with the SDC using standard SDC templates:

1. Monthly billing reports
2. Monthly service delivery calendar
3. Change Request Note tracker
4. KPI performance reports.

• Track and review contract performance using the SDC outputs, developing and implementing action plans where deviations on performance are identified through these reports.
• Be the primary escalation point for contracted service delivery issues and for the management of the Client Escalation Matrix. Work with the TMF operational delivery teams and the client to resolve any service issues that result from either TMF or the Client.
• Escalate any adverse variances to senior management of TMF and the client with recommendations for resolution of issues when required.
• Understand the operational service volumes TMF are providing to the client against the contracted services. Advise / manage any changes to pricing levels from organic growth and ensure sufficient resources are deployed across TMF to deliver the volume of work.
• Identify where changes to scope are required. Define, price and negotiate the necessary changes by gaining input from local country teams and the relevant client contacts. Ensure all contractual and pricing changes are agreed and administered through change requests, contract amendments or new work orders as necessary.
• Based upon monthly reports provided by the SDC, ensure that TMF is correctly billing the client in all service locations. Deliver the expected revenue values as defined in the contract year on year, escalating any adverse variances to senior management with causal analysis and recommendations for mitigation of revenue shortfall.
• Manage debtor days and resolve any issues causing late payment.
• Proactively identify opportunities for additional new services and either directly propose and close these growth opportunities or enlist the support of CD or GST in line with the commercial governance model for Client Services Delivery.
• Support different CDs to protect and grow the clients.

TMF Group was founded in the Netherlands in 1988. Over the next 20 years it expanded rapidly across the world culminating in 2011 in its merger with Equity Trust, an established global leader in trust and fiduciary services.
TMF Group is a leading global provider of high-value business services to clients operating and investing globally. We focus on providing specialised and business-critical financial and administrative services that help our clients to operate in different geographic locations.
Our services can help companies of all sizes with HR and payroll, accounting and tax, corporate secretarial – whether a company wants to globalise, or whether they need support to streamline existing operations. Today TMF Group operates in more than 120 offices in over 80 countries and employs more than 5,500 qualified accountants, lawyers, corporate secretaries, HR and other professionals.