Client Service Director

1 month ago


Budapest, Hungary TMF Group Full time

About TMF Group

We are a key part of our clients’ governance, providing the accounting, tax, payroll, fund administration and legal entity management services essential to their success.

With more than 10,000 experts in 125 offices, in jurisdictions covering 92% of world GDP and 95% of FDI inflow, we make sure operational compliance is maintained worldwide. Our global service model and technology platform put our clients in control of their portfolio of entities and locations.

We serve corporates, financial institutions, asset managers, private equity and real estate investors, and family offices. Our clients include the majority of the Fortune Global 500, FTSE 100 and top 300 private equity firms.

Discover the role

Are you an experienced Client Service Director looking for an exciting opportunity to lead a global portfolio of client contracts?

We are seeking a skilled professional to join our team and take charge of delivering exceptional client services while identifying growth opportunities.

As our Client Service Director, you will be responsible for managing the overall delivery of HR & Payroll services, ensuring strong operational performance, and building trusted relationships with our clients. Your expertise in relationship management will be critical in leading the delivery team and Client Service Managers, ensuring consistency of service across all locations and technology solutions. You will play a key role in identifying additional opportunities for growth and increasing NPS and CSI KPIs.

If you are ready to take your career to the next level and make a significant impact, we want to hear from you

P.S. The role can be almost full-remote - occasional travel is required.

Key Responsibilities

  • Development of an ongoing commercial and operational relationship with existing clients that ensures year-on-year delivery of contracted revenues
  • Define and manage the contact management strategy with the Client and across TMF
  • Identify themes and trends and share with suitable internal stakeholders that identify opportunities for sustainable business improvement and new service opportunities
  • Accountable for Quality of Delivery (Service Level Agreements performance)
  • Ensure that the right documentation is in place and up to date when a client is transferred from the Implementation team
  • Set up reporting frameworks with the CST (Client Service Team) which cover monthly operational performance reports to enable good operational governance with the client
  • Identify where changes to scope are required then define, price, and negotiate the necessary changes by gaining input from local teams and the relevant client contacts; ensure all contractual and pricing changes are agreed and administered as necessary
  • Manage proactive initiatives to improve client satisfaction, based on but not limited to feedback provided through regular client surveys. With this client feedback, create and maintain a Client Service Plan which includes a plan on what improvements are required.

About you

  • Experience in the area of HR & Payroll
  • Fluent in English, clear and concise written and oral communication.
  • At least 5 years’ experience working in a client-facing environment, with a good track record of delivering services
  • Experience in basic 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.
  • At least 5 years’ experience of managing commercial contracts – understands the Service Level Agreements (SLAs) and definitions of scope as applied to pricing.
  • Extensive experience managing complex BPO/Professional Services delivery on a regional or global basis
  • Experience of working in a global matrix environment, with geographically dispersed resources

What’s in it for you?

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.
Applications close: 07 May 2024 Central European Daylight Time

For further information, and to apply, please visit our website via the “Apply” button below. 



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