Client Service Manager

TMF Administrative Services Malaysia Sdn. Bhd.; Kuala Lumpur; On-site; MYR 60,000 - 100,000; Full time

Job summary

TMF Administrative Services Malaysia Sdn. Bhd. is seeking a Specialist, Secondment Services - Shanghai to oversee client governance, contract scope and pricing, and service delivery across regional teams.

You will lead relationship management and ensure adherence to SLAs while coordinating with global groups. The role focuses on strategic analysis, change leadership, and effective communication with stakeholders to support client satisfaction and quarterly reviews.

Qualifications

• Experience building strong client relationships and ensuring service delivery.
• Ability to interpret contracts, SLAs and pricing in a governance context.
• Strong analytical and communication skills to manage governance across regions.

Responsibilities

• Establish and maintain operational relationships with global clients to ensure contractual revenue delivery and long-term partnerships.
• 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.
• 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.

Skills

Relationship Mgmt

Contract Governance

Strategic thinking

Stakeholder comms

Technical knowledge

Change leadership

Job description

TMF Administrative Services Malaysia Sdn. Bhd. 2.9 View all jobs

• Establish and maintain operational relationships with global clients to ensure contractual revenue delivery and long-term partnerships. 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.
• 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 (RDs).
• Identify and resolve ongoing delivery issues by coordinating corrective actions with local offices.
• Maintain accurate and up-to-date documentation during client transitions and process changes.
• Establish reporting frameworks for monthly operational performance reviews with clients.
• Track and analyse 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 support strong Net Promoter Score (NPS) results.
• Oversee annual contract reviews to confirm relevance of scope, volume, and pricing; ensure timely renewals and operational readiness, where applicable.

• Establish and maintain operational relationships with global clients to ensure contractual revenue delivery and long-term partnerships. 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.
• 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 (RDs).
• Identify and resolve ongoing delivery issues by coordinating corrective actions with local offices.
• Maintain accurate and up-to-date documentation during client transitions and process changes.
• Establish reporting frameworks for monthly operational performance reviews with clients.
• Track and analyse 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 support strong Net Promoter Score (NPS) results.
• Oversee annual contract reviews to confirm relevance of scope, volume, and pricing; ensure timely renewals and operational readiness, where applicable.

SKILLS & COMPETENCIES

Relationship Management: Ability to build and maintain strong, trust-based relationships with clients and internal stakeholders, ensuring high-quality service delivery with a strong commitment to client satisfaction and integrity.

Contract and Service Governance: Demonstrates expertise in interpreting and overseeing contractual obligations, such as SLAs, scope adjustments, and pricing, with a focus on maintaining operational excellence. Collaborates effectively with CSDs and DCSMs across these areas.

Strategic and Analytical Thinking: Ability to identify issues, analyse root causes, and implement proactive solutions.

Communication and Stakeholder Engagement: Strong verbal and written communication skills, with the ability to convey complex ideas clearly across diverse audiences, tailor messages, and manage 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: Ability to adapt to change and drive improvements through collaboration and influence, supporting innovation and continuous improvement.

Specialist, Secondment Services - Shanghai

Closing 30-Nov-2026