Senior Client Service Manager

General Information

Job ID

36330

Location

Budapest, Hungary, Cape Town, South Africa, Johannesburg, South Africa, Katowice, Poland, Warsaw, Poland

Work Types

Full Time, Permanent

Categories

Client Relationship Management

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About TMF Group

TMF Group is a leading provider of critical administrative services, helping clients invest and operate safely around the world. Our 11 000+ experts and 125+ offices in 87 jurisdictions worldwide serve corporates, financial institutions, asset managers, private clients and family offices, providing the combination of accounting, tax, payroll, fund administration, compliance and entity management services essential to global business success

Discover the Role

The Senior Client Service Manager (Senior CSM) is responsible for leading and overseeing the global delivery of TMF’s service portfolio, ensuring the successful execution of complex international client engagements. The role manages global client contracts and drives the consistent delivery of high-quality services across multiple jurisdictions, regions, and technology platforms.

As a trusted advisor to both clients and internal stakeholders, the Senior CSM plays a key role in enhancing service delivery, monitoring performance against Service Level Agreements (SLAs), and identifying opportunities to and strengthen client relationships.

This position is vital to maintaining high levels of client satisfaction and retention. It requires strong leadership, stakeholder management, and relationship-building skills to ensure exceptional service delivery while driving continuous improvement in Net Promoter Score (NPS) and Client Satisfaction Index (CSI) results. The Senior CSM reports directly to the Director of Client Service Management (DCSM).

Key Responsibilities

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

Skills & Competencies

Relationship Management: Ability to build and maintain strong, trust-based relationships with clients and internal stakeholders, supporting consistent service delivery and a strong focus on client satisfaction

Contract and Service Governance: Understanding of contractual obligations, including SLAs, scope changes, and pricing, ensuring alignment with operational delivery

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

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

Technical Knowledge: 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: Supports change and contributes to continuous improvement through collaboration and influence

Key Requirements

Minimum 7+ years of professional experience, including at least 4 years in a client-facing role, with demonstrated delivery of high-quality services in HR & Payroll, Accounting & Tax, Global Entity Management, or Fund Services (depending on service line allocation)

At least 3 years of experience managing commercial contracts, including understanding of SLAs, scope definitions, and pricing structures

Fluency in English with strong written and verbal communication skills; additional languages are an advantage

Solid knowledge of project management principles, including structuring activities, prioritising, and monitoring progress

Experience managing complex BPO or professional services delivery on a regional or global scale

Ability to build and maintain strategic client relationships in a multi-shore outsourcing environment

Experience working within a global matrix organisation with geographically dispersed teams

Demonstrated ability to meet SLA metrics and support operational performance

Willingness to travel internationally as required

Bachelor’s degree in a related field

What’s in it for you?

An exciting opportunity in an international company

Professional development opportunities as well as extensive individual further training opportunities, supported by our TMF Business Academy

A career within an ever evolving market

Flat hierarchies with direct contact to management and international exchange

We’re looking forward to getting to know you!