Client Service Manager - Funds

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 12,000+ 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 Client Service Manager plays a key role in overseeing the successful delivery and ongoing management of complex global Funds client contracts. You will serve as the key liaison between global clients and local offices, establishing and maintaining a governance framework to drive operational excellence and enhance client satisfaction. By monitoring performance against defined KPIs, you will proactively identify areas for improvement and implement solutions to optimize service outcomes.

This is a leadership role reporting directly to the Director of Financial Client Services. You will work in close collaboration with Funds Market Leaders, Implementation and Onboarding teams, Internal Functions, and Client Directors to ensure seamless service integration and strategic alignment across all touchpoints.

• Act as a main client contact from TMF for global clients
• Responsible for building and maintaining relationships with key service/functional owners on client accounts and being the main point of contact for the client for day-to-day delivery matters
• Understand the client contracts in detail (including the scope and local delivery models)
• Accountable for Quality of Delivery (SLA performance)
• Participate in the handover process from the Implementation and On-boarding team; ensure that the right documentation is in place and up to date when a client is transferred and that all process changes are properly documented to the BAU stage
• Responsible for managing and overseeing escalations/delivery issues in the countries which should be identified so corrective plans can be agreed upon with the local offices
• Set up reporting frameworks with the teams which cover monthly billing reports, the monthly service delivery calendar, and change request note tracker, plus KPI performance reports
• Manage CRN process - identify where changes to scope are required relating to existing service lines and location, then define, price, and negotiate the necessary changes by gaining input from local teams and the relevant client contacts
• Hold regular business reviews with the client to ensure delivery to their P&L, providing them with regular data on KPI delivery and any other relevant information
• Hold regular internal business review meetings with local offices to identify performance and any improvements
• 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

• Experience in the area of Funds is mandatory
• Great English skills - written and oral communication
• At least 5 years of experience working in a client-facing environment, with a good track record of delivering services
• At least 4 years of experience managing against a commercial contract – understands the SLAs and definitions of scope as applied to pricing
• Extensive experience growing and managing client relationships
• 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 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 structure
• Able to travel internationally when required meeting Clients face to face

• 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

• 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;

• 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