TMF

TMF Group is a leading provider of administrative services, helping clients invest and operate safely around the world. As we’re a global company with 11,000+ colleagues based in over 125 offices across 87 jurisdictions, we actively seek out people with the talent and potential to flourish at TMF Group, whatever their background, and offer job opportunities to the broadest spectrum of people. Once on board we nurture and promote talented individuals, making sure that senior positions are open to all.

The Senior Client Service Manager (Senior CSM) is responsible for overseeing and managing the global delivery of TMF’s service portfolio. This role also encompasses the management of complex global client contracts, guaranteeing high-quality operations across various regions and technological platforms.

1. Establish and maintain strong operational and commercial relationships with complex clients to ensure contractual revenue delivery and long-term partnership. Accountable for overseeing service delivery

2. Manage the client contact strategy across TMF to support effective communication and governance

3. Monitor trends and share insights with internal stakeholders to identify opportunities for service improvement and growth 

4. Implement ongoing improvement initiatives informed by survey data, performance metrics, and client feedback; maintain a structured Client Service Plan detailing actions, priorities, and progress updates

5. Maintain a detailed understanding of client contracts and ensure compliance with agreed scope and SLAs 

6. Ensure high-quality service delivery in line with contractual obligations and performance standards. Responsible for the preparation of Quarterly and Monthly business/service reviews in collaboration with Client Service Directors (CSD) and Relationship Directors (RD)

7. Identify and resolve persistent delivery issues by coordinating corrective actions with local offices 

8. Keep documentation accurate and up to date during client transitions and process changes 

9. Establish reporting frameworks for monthly operational performance reviews with clients 

10. Track and analyze contract performance, recommending actions where deviations occur 

11. Manage scope changes, including defining, pricing, and negotiating adjustments; ensure all changes are documented and agreed 

12. Drive initiatives to improve client satisfaction based on survey feedback and maintain a Client Service Plan outlining improvement actions 

13. Conduct regular business reviews to ensure alignment with client expectations and deliver high Net Promoter Score (NPS) results 

14. Oversee annual contract reviews to confirm relevance of scope, volume, and pricing; ensure timely renewals and operational readiness (if applicable)

1. Bachelor’s degree in a related field

2. At least 3 years of experience managing commercial contracts, including understanding service level agreements (SLAs), scope definitions, and pricing structures

3. Fluent in English with clear, concise written and verbal communication; other languages are considered a plus

4. Solid knowledge of project management principles: able to structure activities, set priorities, monitor progress, and adapt to changing demands

5. Minimum 7 years of working experience, including at least 4 years in a client-facing role with a strong track record of delivering high-quality services in [HR & Payroll, Accounting & Tax, or Global Entity Management, or Fund Services (depending on service line allocation, please select as applicable)]

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

7. Strong capability to develop and maintain strategic client relationships in an outsourcing, multi-shored environment

8. Skilled in operating within a global matrix organization with geographically dispersed teams 

9. Ability to travel internationally to meet clients and teams face-to-face when required

10. Proven results in meeting SLA metrics and driving operational excellence 

Pathways for career development 

• Work with colleagues and clients around the world on interesting and challenging work.
• We provide internal career opportunities so you can take your career further within TMF
• Continuous development is supported through global learning opportunities from the TMF Business Academy

Making an impact 

• You’ll be helping us to make the world a simpler place to do business for our clients
• Through our corporate social responsibility program, you’ll also be making a difference in the communities where we work

A supportive environment 

• Strong feedback culture to help build an engaging workplace
• Our inclusive work environment allows you to work from our offices around the world, as well as from home, helping you find the right work-life balance to perform at your best.