Job Description

• 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.
• 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 based on survey data, performance metrics, and client feedback; maintain a structured Client Service Plan outlining actions, priorities, and progress.
• Maintain a detailed understanding of client contracts and ensure alignment with agreed scope and SLAs.
• 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).
• 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 supporting negotiation of adjustments; ensure all changes are documented and agreed.
• Contribute to 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.

Skills & Competencies

Relationship Management: Ability to build and maintain strong, trust-based relationships with clients and internal stakeholders, supporting consistent service delivery and a strong focus on client satisfaction.

Contract and Service Governance: Understanding of contractual obligations, including SLAs, scope changes, and pricing, ensuring alignment with operational delivery.

Strategic and Analytical Thinking: Ability to identify issues, analyse root causes, and implement solutions; capable of interpreting financial data, monitoring forecasts and billing performance, and supporting revenue outcomes.

Communication and Stakeholder Engagement: Strong verbal and written communication skills, with the ability to convey complex information clearly across diverse audiences and manage expectations effectively.

Technical Knowledge: Understanding of processes, systems, and compliance requirements relevant to the assigned service line, with the ability to collaborate effectively with operational teams.

Change Leadership and Adaptability: Supports change and contributes to continuous improvement through collaboration and influence.

Job Requirements