Director Client Service Management

at  TMF Group Luxembourg

COMPETENCIES AND SKILLS

• Ability to drive complex, multi-country Professional Services, Financial Services and/or Outsourcing organization with complex multi-service requirements.
• Passion, dynamism and drive
• Strong leadership skills
• Personal presence, integrity and credibility
• Ability to develop strong and successful global working partnerships.
• Strong diplomatic skills with a high degree of self confidence
• Have an ability to focus on strategic as well as operational detail.
• Understand how to balance business, client delivery and technological requirements.
• Demonstrable ability to work in a multi-cultural, talented, and demanding team environment.
• Have strong emotional intelligence and establish himself/herself into the business successfully by quickly gaining the respect of all team members and stakeholders.
• Ability to understand and interpret different (complex and changing) business areas and related requirements.
• Strong internal and external customer orientation
• Comfortable being an owner and accountable for decisions, take action and get results.
• Possess the skills and personality to operate effectively in a very fast-paced complex global business.
• Value intellectual curiosity and foster the development and expression of new ideas.
• Have an extremely high level of energy; ability to manage and quickly gain respect among highly educated and subject matter expert teams; be a charismatic motivator and thought leader in the organization.
• Excellent communicator with good influencing skills with colleagues, clients, and the management team
• Embraces and drives change. Willingness to constructively challenge and contribute to service improvements.
• Self-organized with appropriate time management skills: 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.
• Client focused.
• Establishes good rapport with internal stakeholders and support functions.
• Acts with the highest level of integrity, generating trust.
• Builds, engages, and influences people to achieve common goal in providing best in class services for the clients.

experience and Qualifications.

• Bachelor’s degree as a minimum
• Experience in the area of Accounting & Tax, HRP, GEM
• At least 6 years of people management experience
• At least 6 years of experience in a client-facing environment, with a good track record of delivering services experience of advance Project Management principles.
• At least 3 years of experience of managing against a commercial contract – understands the SLAs and SLGs and definitions of scope as applied to pricing.
• Experience preparing business cases/proposals to drive transformational change including feasibility analysis.
• Successful track record in planning and executing change through people.
• Fluent in English, clear and concise written and oral communication.
• Extensive experience in managing complex BPO/Professional Services delivery on a regional or global basis.
• Extensive experience growing and managing client relationships.
• Working experience in a global matrix environment, with geographically dispersed resources
• Demonstrated ability and experience in building a high performing team.
• Experience in Project Management principles; able to identify key deliverables/structure key activities into work assignments; plan timing and work, monitor progress; set priority /adjust appropriately to changing demands.

Make an impact.
Our 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 in
Be part of One TMF
At TMF Group, it’s our people who make us who we are. Our company thrives on entrepreneurial spirit and is full of proactive people who combine enthusiasm with responsibility and accountability.
A world of opportunity
Regardless of where you are in your career, TMF Group opens a world of opportunity where you will be part of our team and is supported in your global career journey.

PURPOSE OF THE ROLE

The Director Client Service Management is responsible for the overall delivery and management of global client contracts for A&T and GEM services, leading and driving digital transformation for global client service delivery and defining the target operating model for the future CSM service delivery. This role plays an integral part of the client experience as they are accountable for Flawless Service and aim to increase global client NPS and CSAT YoY. Leading a team of CSDs and CSMs they will be accountable to deliver services in line with the contract and the clients’ roadmap/vision to ensure they are retained while managing contractual risks and ensuring consistency of service regardless of location and technology solution used.

KEY FUNCTIONS AND RESPONSIBILITIES

• Manage a team of 12-14 Client Service Managers/Client Service Directors across service lines; People management responsibilities will incorporate aligning teams to organizational priorities and continual focus on encouraging excellence and realizing value in global collaboration. Additionally, this will include talent management, performance and development reviews, recruitment etc. for direct reports. Ensuring increased employee satisfaction working with HR and function leadership to drive the right people initiatives.
• Lead and drive digital transformation for global client service delivery to realize benefits across the client journey, including process improvement, automation, tooling, development of insight to add value and ensuring that the new ways of working are adopted and appropriately embedded to realize the benefit of client and employee satisfaction. Drive consistency and standardization across global clients.
• Define the target operating model for the future CSM service delivery and ensure that the delivery model is understood by the sales community and client during the pre-sales stage and pre-onboarding; review the solution with the client before onboarding.
• Increase global client NPS and CSAT YoY by analyzing client survey data, selecting the aspects with the most impact on client satisfaction, preparing the design and implementation of a tactical/operational plan to achieve higher client satisfaction, obtaining approval for the execution, and following through measuring results and adjusting accordingly.
• Act as a first escalation point for the client for any issues relating to members of their team and ensure that escalations are managed and resolved promptly. Be the point of contact for Regional HOD, MPL and HODs for escalations. Embed new escalation processes and technology and monitor adoption and usage by their team.
• Be a coach and/or a mentor for their team, willing to provide on-the-job support and training, eager to share knowledge and cooperate with other team members; Able to unite a geographically dispersed team, be a team player aimed at success and development of the team and individuals.
• Implement internal governance through portfolio reviews, team meetings, knowledge-sharing sessions and monthly 1:1 with team members. Foster the implementation of daily huddles between team members working on the same client.
• Principal point of contact for onboarding coordination
• Responsible for capacity planning analysis, workforce planning (new CSM resources requests), optimization of workload
• Monitor SLA contractual KPI for A&T/GEM - keep watch for trends and be proactive in addressing issues before we have delivery failures. Hold portfolio reviews - understand client issues and trends and proactively address trends or repetitive problems at the root cause of the issue.
• Support the sales process by making amendments to proposals and MSA templates for CSM services ensuring the delivery of commitments after implementation. Perform Loopio reviews and provide marketing support.
• Be accountable for the delivery of contractual commitments, working with the MHoD and RHoD to ensure that any critical operational matters are resolved through a clear improvement plan and are actioned by the local offices.
• Final decision maker for specific cases on accounts and inflation fees discussions in case the client pushes back; prepare proposals when a financial decision needs to be made for evaluation by TMF stakeholders.
• Be a knowledgeable user of TMF tools, role modelling the desired behaviors we expect of the team towards adoption of technology.
• Lead lessons learnt where contractual exposure is high, ensuring business risk is mitigated for future contracts.
• Accountable to design a delivery model with the objective of achieving flawless service and YoY increase in client satisfaction, measuring results and adjusting strategy.