[Hiring] Client Service Manager @TMF Group

Role Description

The Client Service Manager (CSM) is responsible for overseeing and managing the global delivery of TMF’s Accounting & Tax and Global Entity Management service portfolio. This role encompasses the management of global client contracts, ensuring high-quality operations across various regions and technological platforms.

The role acts as a trusted partner to clients and internal teams, driving service improvements, managing performance against Service Level Agreements (SLAs), and identifying opportunities for growth. This role is critical to client retention and satisfaction, requiring strong relationship management and leadership skills to deliver high-quality services and enhance Net Promoter Score (NPS) and Client Satisfaction Index (CSI) results. The role reports directly to the Director of Client Service Management (DCSM).

Key Responsibilities

• Establish and maintain operational relationships with global clients to ensure contractual revenue delivery and long-term partnerships. 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.
• 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 (CSDs) and Relationship Directors (RDs).
• Identify and resolve ongoing delivery issues by coordinating corrective actions with local offices.
• Maintain accurate and up-to-date documentation during client transitions and process changes.
• Establish reporting frameworks for monthly operational performance reviews with clients.
• Track and analyse 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 support strong Net Promoter Score (NPS) results.
• Oversee annual contract reviews to confirm relevance of scope, volume, and pricing; ensure timely renewals and operational readiness, where applicable.

Qualifications

• 5+ years of professional experience, including at least 2 years in a client-facing role, with experience delivering services in HR & Payroll, Accounting & Tax, Global Entity Management, or Fund Services.
• Experience managing commercial contracts, including a solid understanding of Service Level Agreements (SLAs), scope definitions, scope changes, and pricing structures.
• Proven ability to apply SLA and scope management principles in day-to-day client management and service delivery.
• Strong relationship management skills, with the ability to build trust-based partnerships and collaborate effectively with clients and internal stakeholders.
• Excellent stakeholder management and communication skills, including the ability to communicate clearly with diverse international audiences and manage expectations effectively.
• Demonstrated experience working within a global matrix organization and collaborating with geographically dispersed teams.
• Strong analytical and problem-solving capabilities, with the ability to identify root causes, implement corrective actions, and drive continuous improvement.
• Basic understanding of project management principles, including planning, prioritization, progress tracking, and managing changing demands.
• Good understanding of contract governance, operational processes, systems, and compliance requirements relevant to the service line.
• Ability to lead and support change initiatives, adapt to evolving business needs, and influence stakeholders to drive improvements.
• Fluent English communication skills (written and verbal); additional language skills are considered an advantage.
• Bachelor’s degree in a relevant field.
• Willingness and ability to travel internationally when required.

Benefits

• Competitive benefits package including private health insurance, a generous cafeteria allowance, and benefits such as the SZÉP Card, utility cost support, and car-sharing options.
• Flexibility in working hours and remote work (up to 100% remote, depending on the role).
• A pleasant work environment built on teamwork, respect, and integrity, with a focus on employee well-being and collaboration.
• TMF Hungary is a Great Place to Work Certified.
• Career development opportunities through challenging work with multinational clients, collaboration with experienced colleagues, and a wide range of learning programs offered by the TMF Business Academy.