Senior Client Service Manager - Payroll (Mandarin Speaker))

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Your responsibilities will include, but will not be limited to:

§ 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

ABOUT YOU

Ideally, you meet the following hiring criteria:

§ 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 [HR & Payroll, Accounting & Tax, or Global Entity Management, or Fund Services (depending on service line allocation, please select as applicable)]

§ 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