TMF

TMF Group is a leading provider of employee, financial and legal administration services, helping clients invest and operate safely around the world. Our 11k+ experts in 125+ offices across 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.

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

You will act as a trusted partner to clients and internal teams, driving service improvements, managing performance against SLAs, and identifying opportunities for growth. 

This role is critical to client retention and satisfaction, leveraging strong relationship management and leadership skills to deliver best-in-class services and enhance Net Promoter Score (NPS) and Client Satisfaction Index (CSI) results.

You will report directly to the Director of Client Service Management (DCSM).

• 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.
• 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 informed by survey data, performance metrics, and client feedback; maintain a structured Client Service Plan detailing actions, priorities, and progress updates
• Maintain a detailed understanding of client contracts and ensure compliance with agreed scope and SLAs 
• 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)
• Identify and resolve persistent delivery issues by coordinating corrective actions with local offices 
• Keep documentation accurate and up to date during client transitions and process changes 
• Establish reporting frameworks for monthly operational performance reviews with clients 
• Track and analyze contract performance, recommending actions where deviations occur 
• Manage scope changes, including defining, pricing, and negotiating adjustments; ensure all changes are documented and agreed 
• Drive initiatives to improve client satisfaction based on survey feedback and maintain a Client Service Plan outlining improvement actions 
• Conduct regular business reviews to ensure alignment with client expectations and deliver high Net Promoter Score (NPS) results 

• 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 Fund Services.
• At least 3 years of experience managing commercial contracts, including understanding service level agreements (SLAs), scope definitions, and pricing structures
• Fluent in English with clear, concise written and verbal communication; other languages are considered a plus 
• Solid knowledge of project management principles: able to structure activities, set priorities, monitor progress, and adapt to changing demands
• Experience managing complex BPO or professional services delivery on a regional scale 
• Strong capability to develop and maintain strategic client relationships in an outsourcing, multi-shored environment
• Skilled in operating within a global matrix organization with geographically dispersed teams 
• Proven results in meeting SLA metrics and driving operational excellence 
• Ability to travel internationally to meet clients and teams face-to-face when required
• Bachelor’s degree in a related field