About TMF GroupTMF 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.Key ResponsibilitiesDevelopment of an ongoing commercial and operational relationship with existing clients that ensures year on year delivery of contracted revenuesDefine and manage the contact management strategy with the Client and across TMFIdentify themes and trends and share with suitable internal stakeholders that identify opportunities for sustainable business improvement and new service opportunitiesUnderstand the client contracts in detailAccountable for overall service & project delivery on Client AccountResponsible for building and maintaining relationships with key service/functional owners on Client AccountAccountable 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 officesEnsure that the right documentation is in place and up to date when a client is transferred from the Implementation team. All process changes should be properly documentedSet up reporting frameworks with the CST (Client Service Team) which cover monthly billing reports, the monthly service delivery calendar and change request note tracker, plus KPI performance reportsTrack and review contract performance using the CST outputs, identifying and recommending actions where deviations on performance are identified through these reportsIdentify 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 necessaryManage debtor days and resolve any issues causing late paymentManage proactive initiatives to improve client satisfaction, based on but not limited to feedback provided through regular client surveys. With this client feedback, create and maintain a Client Service Plan which includes a plan on what improvements are requiredHold regular business reviews with the client to ensure delivery to their P&LManage 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.Key RequirementsBachelor's degreeIs fluent, clear and concise in English written and oral communicationAble to own service delivery across many service linesAt 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 pricingExtensive experience managing complex BPO/Professional Services delivery on a regional or global basisExtensive experience growing and managing client relationshipsDemonstrable experience in an outsourcing, multi-shored environmentExperience of working in a global matrix environment, with geographically dispersed resourcesDemonstrated 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 productsAbility to collaborate and to drive change in an international matrix environment across a broad set of cultures and business practices. Flexible and able to thrive in fluid environments, without the need for rigid structureAble to travel internationally when required meeting clients face to faceExperience of owning a client P&L would be beneficialOther Leadership CharacteristicsExcellent Project Management, People skills and Commercial acumen will be requiredActs with the highest level of integrity, generating trust and protecting client's interestsBuilds, engages and influences people that are not under a direct reportDrives for results with integrityEmbraces and drives for change and is an entrepreneur.Proactively plans personal development through a combination of self-initiated research, training and coaching.Make an impactOur global presence in more than 80 countries allows you to impact how global and diverse clients do business as well as give back to the global communities we operate inBe part of One TM
