Customer Service Manager

Customer Service Manager

TMF Group Federal Territory of Kuala Lumpur, Malaysia

Direct client contact and service delivery management across assigned accounts.

• Act as the main client contact from TMF for assigned clients.
• Responsible for building and maintaining relationships with key service / functional owners on client account and be the main point of contact for the client for day‑to‑day delivery matters and changes to scope. Respond or re‑direct queries accordingly to provide a good client service.
• Understand the client contracts (including scope and local delivery models).
• Accountable for overall service & project delivery on assigned clients.
• Accountable for Quality of Delivery (SLA performance).
• Participate in the handover process from the Implementation and On‑boarding team; ensure that the right documentation is in place and up to date when a client is transferred and that all process changes are properly documented to BAU stage.
• Responsible for managing and overseeing escalations including persistent delivery issues in the countries which should be identified so corrective plans can be agreed and actioned with the local offices. Create escalation logs as needed.
• Set up reporting frameworks with the CSC (Client Service Coordination) which cover monthly billing reports, the monthly service delivery calendar and change request note tracker, plus KPI performance reports.
• Track and review contract performance using the CSC outputs, identifying, and recommending actions where deviations on performance are identified through these reports.
• Manage CRN process – identify where changes to scope are required relating to existing service lines and location, then coordinate price leveraging global teams where applicable (sales, global pricing team, legal, etc); 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.
• Together with Group Finance, manage debtor days and resolve any issues causing late payment.
• 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.
• Hold regular business reviews with the client to ensure delivery to their P&L, providing them with regular data on KPI delivery and any other relevant information.

Job Requirements :

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