Job Description

§  Establish and maintain strong operational and commercial relationships with complex clients to ensure contractual revenue delivery and long-term partnership. 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 informed by survey data, performance metrics, and client feedback; maintain a structured Client Service Plan detailing actions, priorities, and progress updates

§  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 (CSD) and Relationship Directors (RD)

§  Identify and resolve persistent delivery issues by coordinating corrective actions with local offices 

§  Keep documentation accurate and up to date during client transitions and process changes 

§  Establish reporting frameworks for monthly operational performance reviews with clients 

§  Track and analyze 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 deliver high Net Promoter Score (NPS) results 

§  Oversee annual contract reviews to confirm relevance of scope, volume, and pricing; ensure timely renewals and operational readiness (if applicable)

Skills & Competencies:

Relationship Management: Ability to build and maintain strong, trust-based relationships with clients and internal stakeholders, ensuring exceptional service delivery with a strong commitment to client satisfaction, acting with integrity

Contract and Service Governance: Skilled in understanding and managing contractual obligations, including SLAs, scope changes, and pricing, while ensuring operational excellence

Strategic and Analytical Thinking: Capable of identifying issues, analyzing root causes, and implementing proactive solutions. Strong ability to interpret financial data, monitor forecasts and billing performance, and optimize revenue achievement

Communication and Stakeholder Engagement: Excellent verbal and written communication skills, able to convey complex ideas clearly and persuasively across diverse audiences. Adept at tailoring messages and managing expectations effectively

Technical Knowledge: Solid 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: Embraces change and drives improvements through collaboration and influence, fostering innovation and continuous improvement 

Job Requirements