Client Service Director - HR & Payroll

• 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.

• 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

TMF Group