About TMF Group
In an environment of ever-increasing globalization we provide professional services in 80+ countries to help our clients operate across borders.
Whether entering a new market or driving in country growth we ensure they stay focused on their core business, taking the stress away from their accounting, legal and HR responsibilities.
Position Title : Relationship Manager (French Speaking)
Relationship Manager / Client Services Manager (CSM) is the person who is accountable for the delivery of TMF services to a portfolio of global clients through strategic account management of existing business and delivery of new business opportunities.
The commercial focus will be Authorisation and Incorporations, Support functions for Compliance, Finance, Private Wealth, HR & Payroll, Corporate Secretarial Services, Accounting Services and Tax.
Act as the point person for client issues resolution, engaging the TMF CSM to drive the right delivery outcomes
Develop the business, by bringing in new companies from existing clients, as well as new clients.
Maintain a Client Service Plan with includes a Service Improvement plan that directly addresses feedback from each client’s Customer Satisfaction Survey, reviewed bi-annually
Keep track of, anticipate changes in the market and translate this into opportunities for the business. This will include and understanding of the regulations which will impact the TMF business opportunities
Comprehensive CRM management enabling accurate reliable forecast
Point of escalation for both the client and TMF local offices for resolving client related issues that may arise on an operational and commercial basis
Working closely with line manager and support to implement and follow team strategy effectively
Work with the line manager to develop new product lines and where required be involved in operational support for the solution development, in particular Authorisation & Incorporation of new entities
Working with service lines and other key team members to ensure smooth hand over and execution of work that is sold and ensure solid working relationship with local internal and external parties is achieved
Identify themes and trends and share with suitable internal stakeholders that identify opportunities for sustainable business improvement of new service opportunities
Be the primary escalation point for contracted service delivery issues and for the management of the client escalation matrix.
Work with the TMF operational delivery teams and the client to resolve any service issues that result from either TMF or the client.
Ensure all issues are documented using the issue resolution format adopted as a standard CSM methodology
Manage debtor days and resolve any issues causing late payment when these are escalated in line with the billing policy for Global Clients
Job specific competencies / Skills
Analytical, flexible and convincing.
Able to solution sell where the ability to listen to the clients and understand what they really need is more important than a hard sell.
Self-motivated and able to work both independently and as part of a team.
Able to manage the coordination of complicated multi-jurisdictional proposals involving multiple business lines.
Experience of basic 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 five years of experience working in a client-facing environment, with a good track record of delivering services.
Ability to collaborate and to drive change in an international matrix environment across a broad set of cultures and business practices.
Flexible and able to thrive in fluid environments, without the need for rigid structure.
Able to travel internationally when required meeting Clients face to face.
Have excellent negotiation qualities.
Able to build and retain strong client and feeder relationships.
Acting as an Ambassador for TMF at all times and reflecting company values in everyday activities
Bachelor’s degree or relevant professional qualification
Excellent English and French written and verbal communication skills
Proficiency in Microsoft office applications including Excel, PowerPoint and Word
Working at TMF Group offers :
Learning opportunities : you will work with highly experienced colleagues who are ready to share their knowledge, and will receive the opportunity to work on diverse and complex client requests.
You will also be able to apply for and be supported for training.
Value-driven work environment : you can expect integrity and respect from all your colleagues and your leadership team.
Teamwork : an environment where we learn from our mistakes and work together to improve our processes continuously. A no-blame culture where teamwork is important, valued and lived daily.
Ambition : we are a growing company in which we constantly look for the next opportunity and where all ideas are welcome.
Make an impact
Our global presence in more than 80 countries allows you to impact how global and diverse clients do business as well as give back to the global communities we operate in
Be part of One TMF
At TMF Group, it’s our people who make us who we are. Our company thrives on entrepreneurial spirit and is full of proactive people who combine enthusiasm with responsibility and accountability.
A world of opportunity
Regardless of where you are in your career, TMF Group opens a world of opportunity where you will be part of our team and is supported in your global career journey.