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Key Responsibilities:
- 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 (CSDs) and Relationship Directors
- 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 NPS results
- Oversee annual contract reviews to confirm relevance of scope, volume, and pricing; ensure timely renewals and operational readiness (if applicable)
Key Requirements:
- Mandarin Speaker, minimum 7 years of working experience, including at least 4 years in a client-facing role with a strong track record of delivering high-quality services in Accounting & Tax, Global Entity Management
- At least 3 years of experience managing commercial contracts, including understanding service level agreements (SLAs), scope definitions, and pricing structures
- Fluent in English with clear, concise written and verbal communication; other languages are considered a plus
- Solid knowledge of project management principles: able to structure activities, set priorities, monitor progress, and adapt to changing demands
- Experience managing complex BPO or professional services delivery on a regional scale
- Strong capability to develop and maintain strategic client relationships in an outsourcing, multi-shored environment
- Skilled in operating within a global matrix organization with geographically dispersed teams
- Proven results in meeting SLA metrics and driving operational excellence
- Ability to travel internationally to meet clients and teams face-to-face when required
- Bachelor's degree in a related field
