Full-Time
Senior Client Service Manager
TMF Group
10,001+ employees
Global corporate administration: accounting, payroll, HR
No salary listed
Toronto, ON, Canada + 1 more
More locations: Halifax Regional Municipality, NS, Canada
In Person
International travel to meet clients and teams may be required.
Bachelor's
 Business & Strategy (1) |
|---|
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- A minimum of 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 Fund Services.
- At least 3 years of experience managing commercial contracts, including understanding service level agreements, scope definitions, and pricing structures.
- Fluency in English with clear, concise written and verbal communication.
- Solid knowledge of project management principles, including structuring activities, setting priorities, monitoring progress, and adapting to changing demands.
- Experience managing complex business process outsourcing 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 service level agreement metrics and driving operational excellence.
- Ability to travel internationally to meet clients and teams face-to-face when required.
- A Bachelor's degree in a related field.
- Establish and maintain strong operational and commercial relationships with complex clients to ensure contractual revenue delivery and long-term partnership, while 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, and 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 service level agreements.
- Ensure high-quality service delivery in line with contractual obligations and performance standards.
- Prepare quarterly and monthly business or service reviews in collaboration with Client Service Directors 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, and 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 results.
- Additional languages are considered a plus.
TMF Group provides outsourced administrative services for multinational companies, including accounting, tax, HR, payroll, and corporate secretarial duties. Its product works through a global network of offices in over 80 jurisdictions, delivering back-office, compliance, and regulatory tasks to help companies operate across borders. The company differentiates itself by its large international footprint, breadth of services, and long track record of growth through acquisitions, creating a one-stop back-office partner for global businesses. TMF Group’s goal is to support clients in running compliant, efficient operations worldwide by acting as their behind-the-scenes administrative backbone.
Company Size
10,001+
Company Stage
N/A
Total Funding
N/A
Headquarters
Amsterdam, Netherlands
Founded
1988
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Simplify's Take
What believers are saying
- May 2026 Aepoch Advisors acquisition strengthens China coverage for multinational clients.
- April 2026 DwellFi partnership automates fund operations and cuts back-office labor intensity.
- March 2026 Estonia expansion after Nordgain broadens Baltic reach and cross-border selling opportunities.
What critics are saying
- China exposure deepened after Aepoch Advisors, increasing regulatory shock from Beijing by 2027.
- Manual-data elimination in the 2026 Fenergo rollout raises operational failure risk across 2,000 users.
- Private-equity ownership since 2017 pressures margin expansion, risking service quality under aggressive integration.
What makes TMF Group unique
- 125 offices across 87 jurisdictions create hard-to-replicate local compliance coverage.
- The 2025 EWM Global acquisition added incentive administration to payroll and fund services.
- TMF's 2026 Fenergo integration gives clients end-to-end digital investor onboarding.
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Benefits
Remote Work Options
Professional Development Budget
Growth & Insights and Company News
6 month growth
↑ 9%1 year growth
↑ 9%2 year growth
↑ 8%TMF Group expands its partnership with Fenergo to deliver fully digitalised investor onboarding. London, 27 May 2026: TMF Group, a provider of end-to-end support across the asset maager's lifecycle, today announced the expansion of its partnership with Fenergo, a leading provider of SaaS financial technology solutions to improve client lifecycle management (CLM) and support regulatory compliance. Under this renewed agreement, TMF Group will offer clients a fully digitalised investor onboarding experience. The firm will be able to deliver a more unified, transparent and real-time investor experience, enabling clients to submit, manage and track information through a streamlined, automated onboarding process with full end-to-end visibility. This is made possible through a suite of integrated capabilities that transform how investors onboard and how operations are managed, namely: * Asset Manager Portal: An investor-facing digital front end, through which investors receive invitations, log in, track their onboarding status in real time, submit documentation and respond to queries. For asset managers, this provides a live pipeline dashboard across all investors and funds, with clear status tracking and search functionality. By integrating directly with Fenergo's CLM platform, it eliminates the need for manual data re-entry. * Native Biometric Identity and Verification: Automated biometric verification checks are triggered automatically when investors first access the portal, strengthening both operational efficiency and data governance. * Digital subscriptions: Investors can complete and e-sign subscription documents within the same session before initiating any processes. Documents are structured, validated and stored within the platform, automatically triggering Anti-Money Laundering (AML) and Know Your Customer (KYC) workflows. This removes fragmentation by enabling investors to complete subscription and onboarding in a single digital journey. This partnership builds on the firms' existing collaboration, under which TMF Group implemented Fenergo's full suite of CLM solutions - from KYC onboarding to ongoing CLM and regulatory reporting. The deployment covered 2,000 users across 125 offices, each serving clients in one or more of TMF Group's 87 jurisdictions. Ellen Stiene, Head for North America and Caribbean at TMF Group, says: "Investors increasingly expect the same level of digital transparency and ease they experience elsewhere, and onboarding should be no different. Through our expanded collaboration with Fenergo, we are enabling a more streamlined, end-to-end digital journey; allowing investors to submit information, complete subscriptions and track progress in real time, while giving asset managers clearer oversight to stay focused on managing investments and delivering a positive investor experience." Marc Murphy, Fenergo CEO, added: "We are proud to extend our partnership with TMF Group. Through our fully digital investor onboarding and subscriptions platform, we are helping clients navigate an increasingly complex and fragmented process with greater efficiency and transparency. This expanded agreement builds on our existing collaboration around client and investor lifecycle management, and demonstrates once again our shared commitment to delivering a seamless, compliant and client-centric experience for investors around the world." This partnership builds on the firms' existing collaboration, under which TMF Group implemented Fenergo's full suite of CLM solutions - from KYC onboarding to ongoing CLM and regulatory reporting. The deployment covered 2,000 users across 125 offices, each serving clients in one or more of TMF Group's 87 jurisdictions.
TMF Group acquires Aepoch Advisors. 07 May 2026 UK, China Reporter: Tahlia Kraefft TMF Group, a provider of global administrative and compliance services, has acquired Aepoch Advisors, a Shanghai-based corporate services firm serving international businesses operating in China. The firm offers a suite of offerings, including bookkeeping, tax compliance, payroll, and human resources administration and financial advisory services, as well as business software solutions. With this acquisition, TMF Group strengthens its footprint in China and the wider Asia Pacific region, building on the recent acquisitions of JSS Pro and Japan Outsourcing Solutions KK (JOS). Maggie Chan, market head for North Asia, TMF Group, comments: "China is a key market for its clients, and this acquisition reinforces its commitment to supporting businesses in navigating its regulatory and operational complexities. "Aepoch Advisors' expertise and technology complement our global capabilities, enabling us to deliver even more integrated solutions to clients expanding and operating in the country." Melissa Yang, founder and managing director of Aepoch Advisors, adds: "Joining TMF Group marks an exciting new chapter for its team and clients. Assetservicingtimes share a common vision of delivering high-quality, technology-driven services. "Through TMF Group's global footprint and resources, we can offer our clients broader capabilities and enhanced support for their growth in China and beyond." Previous industry article Next industry article NO FEE, NO RISK 100% ON RETURNS If you invest in only one asset servicing news source this year, make sure it is your free subscription to Asset Servicing Times
TMF Group, a global fund services provider, has selected DwellFi as its strategic AI partner to enhance operations worldwide. TMF will use DwellFi's Sovereign Agentic OS as a connective layer across fund administration data infrastructure, enabling human-AI collaboration and automation whilst integrating with existing legacy systems. DwellFi's platform is designed specifically for fund administration and private markets, addressing the industry's unstructured data challenges. The system automates routine processes whilst maintaining full auditability and institutional-grade compliance standards, operating on client data within their own environment. Kumar Ujjwal, DwellFi's founder and CEO, stated the partnership advances industry standards for fund operations in the AI era. TMF Group serves the majority of Fortune Global 500 and FTSE 100 companies across 87 jurisdictions with 13,000 experts.
TMF group named 'SRT service provider of the year' at globalcapital's european securitization awards 2026. Its global services.
TMF group expands into estonia following its acquisition of nordgain. Its global services.