Strategic Client Relationship Manager

1 week ago

Singapore TMF SINGAPORE H PTE. LTD. Full time
Client Service Director, Fund Services Job Description

This role is responsible for the overall delivery and management of specific global Fund Services clients. The Client Service Director, Fund Services plays a critical part in the client experience, accountable for overseeing operational service delivery in line with the contract(s) and SLA(s), utilizing strong relationship management skills when interacting with local operational teams in all countries serviced.

Key Responsibilities
  1. Develop and maintain a commercial and operational relationship with the client to ensure year-on-year delivery of contracted revenues.
  2. Create and manage the contact management strategy with the client and across TMF.
  3. Analyze themes and trends, then share suitable opportunities for sustainable business improvement and new service opportunities with internal stakeholders.
  4. Familiarize yourself with client contracts in detail.
  5. Oversight of overall service & project delivery on Client Account.
  6. Responsible for building and maintaining relationships with key service/functional owners on Client Account.
  7. Accountable for the quality of delivery (Service Level Agreements performance).
  8. Identify persistent delivery issues in countries, and develop corrective plans to be agreed and actioned with local offices.
  9. Facilitate and coordinate onboarding into new countries.
  10. Negotiate and manage necessary changes to scope, ensuring contractual and pricing changes are agreed and administered as necessary.
  11. Manage debtor days and resolve any issues causing late payment.
  12. Implement proactive initiatives to enhance client satisfaction, based on feedback provided through regular client surveys.
  13. Hold regular business reviews with the client to ensure successful delivery.
  14. Manage the annual contract review by ensuring the scope of the contract remains relevant in all areas, including scope, volume, and pricing. Identify if any contract parts require renewal in the next 6 months and agree a plan with the client to ensure all contracts remain current, plus confirm operational readiness for the year ahead.
  15. Contribute strategically to the development of the client service delivery strategy within Fund Services and the local region.
  16. Support ad-hoc projects aimed at enhancing global client service, such as the implementation of ISAE3402.
Requirements
  1. Bachelor's degree.
  2. Excellent English written and oral communication skills.
  3. Able to manage service delivery across multiple service lines.
  4. At least five years of experience working in a client-facing environment, with a proven track record of delivering services, experience of advanced Project Management principles, and ability to prioritize tasks accordingly.
  5. At least five years of experience managing against a commercial contract - understands SLAs and SLGs and their application to pricing.
  6. Extensive experience managing complex BPO/Professional Services delivery on a regional or global scale.
  7. Extensive experience in growing and managing client relationships.
  8. Demonstrable experience in an outsourcing, multi-shored environment.
  9. Experience working in a global matrix environment, with geographically dispersed resources.
  10. Demonstrated results in Service Level Agreements (SLA) metrics and measures.
  11. Self-organization/time management: can organize and execute tasks within a specific timeframe; can deliver high-quality work under tight deadlines and manage diverse workloads.
  12. Ability to collaborate and drive change in an international matrix environment across diverse cultures and business practices.
  13. Able to travel internationally when required to meet clients face-to-face.
  14. Experience owning a client P&L would be beneficial.

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