[Hybrid] Client Service Manager - Payroll Service

TMF Administrative Services Malaysia Sdn. Bhd.; Kuala Lumpur; Hybrid; MYR 180,000 - 300,000; Full time

Job summary

TMF Administrative Services Malaysia Sdn. Bhd.

is seeking a seasoned Client Service Manager for Payroll Services to oversee complex client relationships, ensure SLA delivery, and drive improvements across regional operations. The role requires Mandarin and English fluency, at least 7 years in client-facing roles within Accounting & Tax or Global Entity Management, plus experience managing contracts and cross-border delivery.

Qualifications

• Bachelor's degree in a related field.
• Minimum 7 years of working experience in client-facing roles with a track record in Accounting & Tax or Global Entity Management.
• Experience managing complex contracts, SLAs, scope definitions, and pricing structures.

Responsibilities

• Establish and maintain strong operational and commercial relationships with complex clients to ensure contractual revenue delivery and long-term partnership.
• Oversee service delivery and ensure high-quality performance in line with SLAs and contractual obligations.
• Manage client contact strategy across TMF to support effective communication and governance.
• Identify opportunities for service improvement and growth through trend monitoring and client feedback.
• Prepare quarterly and monthly business/service reviews in collaboration with CSDs and Relationship Directors.

Skills

Mandarin

English fluency

Client relationships

Project management

BPO/outsourcing delivery

Education

Bachelor's degree in related field

Job description

[Hybrid] Client Service Manager - Payroll Service

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 to effectively communicate with Mandarin-speaking clients, 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

Professional Services More than 10,000 employees

With over 13,000 colleagues in more than 125 offices across 87 jurisdictions, all working to the same high standards of service and security, we provide our clients with local expertise where it is needed most. Our locations cover 92% of world GDP and 95% of FDI inflow.

We are a key part of our clients' governance, providing the accounting, tax, payroll, fund administration and legal entity management services essential to their success. We make sure rules are followed, reputations protected and operational compliance maintained.

With over 13,000 colleagues in more than 125 offices across 87 jurisdictions, all working to the same high standards of service and security, we provide our clients with local expertise where it is needed most. Our locations cover 92% of world GDP and 95% of FDI inflow.

We are a key part of our clients' governance, providing the accounting, tax, payroll, fund administration and legal entity management services essential to their success. We make sure rules are followed, reputations protected and operational compliance maintained.