[Hybrid] Client Service Manager - Payroll

TMF Administrative Services Malaysia Sdn. Bhd.; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading administrative services firm in Kuala Lumpur is seeking a Client Services Manager to manage key client relationships, ensure service delivery, and achieve client satisfaction. The ideal candidate will have a bachelor's degree and a minimum of three years' experience in a client-facing role. Strong project management skills and fluency in English are essential. This role comes with competitive compensation and opportunities for professional growth.

Qualifications

• Minimum three years of experience in a client-facing environment with a good track record.
• Experience managing against commercial contracts and SLAs.
• Ability to deliver under tight deadlines and manage diverse workloads.

Responsibilities

• Act as the main client contact for assigned clients.
• Responsible for building and maintaining client relationships.
• Manage escalations and ensure corrective plans are followed.
• Set up reporting frameworks for service delivery.
• Hold regular reviews with clients to ensure satisfaction.

Skills

Client relationship management

Project management

Fluent English communication

Attention to detail

Self-organization

Education

Bachelor's degree in relevant field

Job description

Responsibilities

Act as a 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.

Hold regular internal business review meetings with local offices to identify performance challenges and any improvements as required.

Manage the annual contract review by ensuring the scope of the contract remains relevant in all areas both in terms of scope, volume, and pricing. Identify if any contracts parts require renewal in the next 6 months; and if required involve the Client Service Director Sales and Legal to jointly prepare a plan (involving Sales and Legal) and present this plan to the client to ensure all contracts remain current, plus confirm that operational readiness for the year ahead is in place.

Support the Client Service Management team in training new members and any other team management activities.

Qualifications

Job Requirements:

Bachelor’s degree in relevant practice field.

Experience in the area of Accounting & Tax, HRP or GEM (depending on service line allocation).

Is fluent, clear, and concise in English written and oral communication.

Substantial, at least three years of experience working in a client‑facing environment, with a good track record of delivering services.

Experience with Project Management principles; able to identify key deliverables/structure key activities into work assignments; plan timing and work, monitor progress; priority setting/adjust appropriately to changing demands.

At least three years of experience managing against a commercial contract – understands the SLAs and definitions of scope as applied to pricing.

Experience growing and managing client relationships.

Demonstrable experience in an outsourcing, multi‑shored environment.

Experience of working in a global matrix environment, with geographically dispersed resources.

Demonstrated results in Service Level Agreements (SLA) metrics and measures.

Self‑organization / time management: can organize and execute tasks within a specific timeframe; can deliver outstanding work to tight deadlines and manage a diverse workload; pays attention to detail and delivers high quality work products.

Application Questions

Your application will include the following questions:

• Which of the following statements best describes your right to work in Malaysia?
• What's your expected monthly basic salary?
• How many years' experience do you have as a client services manager?
• How many years of payroll experience do you have?

TMF Group is a leading provider of critical administrative services, helping clients invest and operate safely around the world. Our 9,100 experts and 120 offices in more than 80 countries worldwide serve corporates, financial institutions, asset managers, private clients and family offices, providing the combination of accounting, tax, payroll, fund administration, compliance and entity management services essential to global business success.