Client Service Manager

• Establish and maintain operational relationships with global clients to ensure 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.
• 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 (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 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 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, ensuring high-quality service delivery with a strong commitment to client satisfaction and integrity.

Contract and Service Governance: Demonstrates expertise in interpreting and overseeing contractual obligations, such as SLAs, scope adjustments, and pricing, with a focus on maintaining operational excellence. Collaborates effectively with CSDs and DCSMs across these areas.

Strategic and Analytical Thinking: Ability to identify issues, analyse root causes, and implement proactive solutions.

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

Technical Knowledge: Solid 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: Ability to adapt to change and drive improvements through collaboration and influence, supporting innovation and continuous improvement.