Client Service Manager

JOB DESCRIPTION

JOB TITLE

Client Services Manager

DEPARTMENT

Client Services

LOCATION

Taipei

REPORTS TO

North Asia operation director, BoB

JOB GRADE

INCUMBENT(S)

ROLE PURPOSE

The Client Service Manager is a pivotal leadership role responsible for managing and growing our key client relationships in Taiwan. This individual will lead a team of over ten professionals, ensuring the flawless delivery of payroll and HR outsourcing services. The ideal candidate is a strategic partner to our clients, a strong people leader, and a hands-on manager capable of handling day-to-day operations with excellence. Fluency in English is essential for communicating with our multinational client base and global leadership team.

RESPONSIBILITIES

· Act as the primary point of contact and trusted consultant for senior stakeholders (e.g., HR Directors, CFOs) at our key multinational client accounts.

· Conduct regular strategic business reviews to assess service delivery, identify opportunities for improvement, and ensure high levels of client satisfaction and retention.

· Proactively understand clients' business needs and challenges, translating them into actionable service solutions.

· Manage escalations and resolve complex client issues promptly and effectively.

· Lead, mentor, and develop a team of 10-15 client service and operations specialists. Providing service to >100 clients.

· Foster a culture of high performance, continuous improvement, and exceptional customer service.

· Oversee workload distribution, set clear performance objectives, and conduct regular performance reviews.

· Identify training needs and support the professional growth of team members.

· Oversee the end-to-end delivery of payroll and HR services, ensuring accuracy, timeliness, and compliance with local Taiwanese labor laws and regulations.

· Implement and monitor key performance indicators (KPIs) and service level agreements (SLAs) to guarantee quality standards are met or exceeded.

· Drive process improvements and efficiency gains within the team's operations.

· Identify and pursue opportunities for account growth and expansion of services within existing client portfolios.

· Collaborate with the business development team to support client retention and renewal activities.

QUALIFICATIONS & EXPERIENCE

· Bachelor’s degree in Business Administration, Human Resources, or a related field. MBA is a plus.

· Minimum of 8-10 years of experience in a client-facing role, within a B2B service environment (e.g., HR Outsourcing, Payroll, PEO, Consulting).

· Proven experience (at least 3-5 years) in directly managing a team of 10 or more people.

· Extensive experience working with multinational corporations (MNCs) is essential.

· In-depth knowledge of Taiwanese labor law, payroll tax regulations, and social security requirements is mandatory.

· Language Skills: Full professional proficiency in English and Mandarin Chinese is mandatory.

· Leadership: Demonstrated ability to inspire, motivate, and develop a high-performing team.

· Strategic Thinking: Ability to think strategically and build long-term, trusted-advisor relationships with senior client contacts.

· Communication: Outstanding verbal and written communication skills, with the ability to present complex information clearly and persuasively.

· Problem-Solving: Strong analytical and problem-solving skills, with a proactive and solution-oriented mindset.

· Client Focus: A relentless commitment to client satisfaction and service excellence.

QUALIFICATIONS & EXPERIENCE

· Bachelor’s degree in Business Administration, Human Resources, or a related field. MBA is a plus.

· Minimum of 8-10 years of experience in a client-facing role, within a B2B service environment (e.g., HR Outsourcing, Payroll, PEO, Consulting).

· Proven experience (at least 3-5 years) in directly managing a team of 10 or more people.

· Extensive experience working with multinational corporations (MNCs) is essential.

· In-depth knowledge of Taiwanese labor law, payroll tax regulations, and social security requirements is mandatory.

· Language Skills: Full professional proficiency in English and Mandarin Chinese is mandatory.

· Leadership: Demonstrated ability to inspire, motivate, and develop a high-performing team.

· Strategic Thinking: Ability to think strategically and build long-term, trusted-advisor relationships with senior client contacts.

· Communication: Outstanding verbal and written communication skills, with the ability to present complex information clearly and persuasively.

· Problem-Solving: Strong analytical and problem-solving skills, with a proactive and solution-oriented mindset.

· Client Focus: A relentless commitment to client satisfaction and service excellence.