Client Service Manager

• Establish and maintain operational relationships with global 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
• 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 (if applicable)