Senior Client Service Manager

<div> <div> <h3> General Information </h3> </div> </div> <div> <div> <div> <div> Job ID </div> <div> 36330 </div> </div> <div> <div> Location </div> <div> Budapest, Hungary, Cape Town, South Africa, Johannesburg, South Africa, Katowice, Poland, Warsaw, Poland </div> </div> <div> <div> Work Types </div> <div> Full Time, Permanent </div> </div> <div> <div> Categories </div> <div> Client Relationship Management </div> </div> </div> </div> <div> <div> <div> <div> <p><br/></p><p></p> </div> </div> <div> <div> <div><strong><p>We never ask for payment as part of our selection process, and we always contact candidates via our corporate accounts and platforms. If you are approached for payment, this is likely to be fraudulent. Please check to see whether the role you are interested in is posted here, on our website.</p></strong><br/></div> </div> </div> <div> <div> <div><strong>About TMF Group</strong></div> </div> </div> <div> <div> <p>TMF Group is a leading provider of critical administrative services, helping clients invest and operate safely around the world. Our 11 000+ experts and 125+ offices in 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</p> </div> </div> <div> <div> <div><br/></div><div><strong>Discover the Role</strong></div> </div> </div> <div> <div> <p>The Senior Client Service Manager (Senior CSM) is responsible for leading and overseeing the global delivery of TMF’s service portfolio, ensuring the successful execution of complex international client engagements. The role manages global client contracts and drives the consistent delivery of high-quality services across multiple jurisdictions, regions, and technology platforms.</p><p>As a trusted advisor to both clients and internal stakeholders, the Senior CSM plays a key role in enhancing service delivery, monitoring performance against Service Level Agreements (SLAs), and identifying opportunities to expand and strengthen client relationships.</p><p>This position is vital to maintaining high levels of client satisfaction and retention. It requires strong leadership, stakeholder management, and relationship-building skills to ensure exceptional service delivery while driving continuous improvement in Net Promoter Score (NPS) and Client Satisfaction Index (CSI) results. The Senior CSM reports directly to the Director of Client Service Management (DCSM).</p> </div> </div> <div> <div> <div><br/></div><div><strong>Key Responsibilities</strong></div> </div> </div> <div> <div> <ul><li>Establish and maintain strong operational and commercial relationships with complex clients to support contractual revenue delivery and long-term partnerships; accountable for overseeing service delivery</li><li>Manage the client contact strategy across TMF to support effective communication and governance</li><li>Monitor trends and share insights with internal stakeholders to identify opportunities for service improvement and growth</li><li>Implement ongoing improvement initiatives based on survey data, performance metrics, and client feedback; maintain a structured Client Service Plan outlining actions and progress</li><li>Maintain a detailed understanding of client contracts and ensure alignment with agreed scope and SLAs</li><li>Ensure high-quality service delivery in line with contractual obligations and performance standards; support the preparation of quarterly and monthly business/service reviews in collaboration with Client Service Directors (CSDs) and Relationship Directors (RDs)</li><li>Identify and resolve ongoing delivery issues by coordinating corrective actions with local offices</li><li>Maintain accurate and up-to-date documentation