Senior Client Service Manager

• Establish and maintain strong operational and commercial relationships with complex clients to ensure contractual revenue delivery and long-term partnership. 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 informed by survey data, performance metrics, and client feedback; maintain a structured Client Service Plan detailing actions, priorities, and progress updates
• Maintain a detailed understanding of client contracts and ensure compliance with agreed scope and SLAs
• Ensure high-quality service delivery in line with contractual obligations and performance standards.
• Responsible for the preparation of Quarterly and Monthly business/service reviews in collaboration with Client Service Directors (CSD) and Relationship Directors (RD)
• Identify and resolve persistent delivery issues by coordinating corrective actions with local offices
• Keep documentation accurate and up to date during client transitions and process changes
• Establish reporting frameworks for monthly operational performance reviews with clients
• Track and analyze contract performance, recommending actions where deviations occur
• Manage scope changes, including defining, pricing, and negotiating adjustments; ensure all changes are documented and agreed
• Drive 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 deliver high Net Promoter Score (NPS) results

• Minimum 7 years of working experience, including at least 4 years in a client-facing role with a strong track record of delivering high-quality services in Fund Services.
• At least 3 years of experience managing commercial contracts, including understanding service level agreements (SLAs), scope definitions, and pricing structures
• Fluent in English with clear, concise written and verbal communication; other languages are considered a plus
• Solid knowledge of project management principles: able to structure activities, set priorities, monitor progress, and adapt to changing demands
• Experience managing complex BPO or professional services delivery on a regional scale
• Strong capability to develop and maintain strategic client relationships in an outsourcing, multi-shored environment
• Skilled in operating within a global matrix organization with geographically dispersed teams
• Proven results in meeting SLA metrics and driving operational excellence
• Ability to travel internationally to meet clients and teams face-to-face when required
• Bachelor's degree in a related field

• 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.

• 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.

• 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.

TMF Group