Senior Client Service Manager
- 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