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Client Service Director

hace 2 meses

Xico, México Tmf Group A tiempo completo

About TMF Group

TMF Group is a leading provider of critical administrative services, helping clients invest and operate safely around the world. We provide legal, financial and employee administration through TMF Group's teams in 120 offices.

Job Purpose

The Client Service Director, Fund Services is responsible for the overall delivery and management of specific global Fund Services clients. This role plays an integral part of the client experience, accountable for the oversight of operational service delivery in line with the contract(s) and SLA(s), using strong relationship management skills when liaising with local operational teams in all countries from which the client is serviced.

Key Responsibilities

  • Develop an ongoing commercial and operational relationship with the client to ensure year on year delivery of contracted revenues.
  • Define and manage the contact management strategy with the client and across TMF.
  • Identify themes and trends and share with internal stakeholders suitable opportunities for sustainable business improvement and new service opportunities.
  • Understand the client contracts in detail.
  • Oversight of overall service & project delivery on Client Account.
  • Responsible for building and maintaining relationships with key service/functional owners on Client Account.
  • Accountable for Quality of Delivery (Service Level Agreements performance).
  • Any persistent delivery issues in the countries should be identified so corrective plans can be agreed and actioned with the local offices.
  • Coordinate and facilitate onboarding into new countries.
  • Identify where changes to scope are required then define, price and negotiate the necessary changes by gaining input from local teams and the relevant client contacts. Ensure all contractual and pricing changes are agreed and administered as necessary.
  • Manage debtor days and resolve any issues causing late payment.
  • Manage proactive initiatives to improve client satisfaction, based on but not limited to feedback provided through regular client surveys.
  • Hold regular business reviews with the client to ensure delivery.
  • Manage the annual contract review by ensuring the scope of the contract remains relevant in all areas both in terms of scope, volume and pricing. Identify if any contracts parts require renewal in the next 6 months and agree a plan with the client to ensure all contracts remain current, plus confirm that operational readiness for the year ahead is in place.
  • Provide strategic input to the development of the client service delivery strategy within Fund Services and the local region.
  • Assist with ad hoc projects in support of the global improvement of client service eg. implementation of ISAE3402.

Job Specific Requirements

  • Based in either the United States of America or in Mexico.
  • Bachelor's degree and has expertise in real estate investment structures.
  • Is fluent, clear and concise in English written and oral communication.
  • Is fluent, clear and concise in Spanish written and oral communication.
  • Able to own service delivery across many service lines.
  • At least five years experience working in a client-facing environment, with a good track record of delivering services experience of advance Project Management principles; able to identify key deliverables/structure key activities into work assignments; plan timing and work, monitor progress; priority setting/adjust appropriately to changing demands.
  • At least five years experience of managing against a commercial contract
  • Understands the SLAs and SLGs and definitions of scope as applied to pricing.
  • Extensive experience managing complex BPO/Professional Services delivery on a regional or global basis
  • Extensive experience growing and managing client relationships
  • Demonstrable experience in an outsourcing, multi-shored environment.
  • Experience of working in a global matrix environment, with geographically dispersed resources.
  • Demonstrated results in Service Level Agreements (SLA) metrics and measures
  • Self-organization / time management: can organize and execute tasks within a specific timeframe; can deliver outstanding work to tight deadlines and manage a diverse workload; pays attention to detail and delivers high quality work products.
  • Ability to collaborate and to drive change in an international matrix environment
  • Able to travel internationally when required meeting clients face to face.
  • Experience of owning a client P&L would be beneficial.