TMF Group helps its clients operate internationally and belong wherever they are in the world. Our work includes helping companies of all sizes with business services such as HR and payroll, accounting and tax, corporate secretarial, global governance and administration and fiduciary services for structured finance, private equity and real estate investments.
Hub Coordinator is responsible in supporting the overseeing the overall operations of the delivery of a global client from pre-payroll to post-payroll activities; monthly, quarterly and annual activities; and other ad-hoc activities. Ensuring accurate and timely service delivery and processing.
Act as the single-point-of-contact for the global clients and local TMF payroll teams in the day-to-day payroll activities. Responsible in managing the designated mailbox and ensure that emails are monitored and disseminated accordingly.
Build and maintain a good and professional relationship with the client as well as the TMF local teams and ensure to have a good communication channel for both parties as the role requires a lot of coordination which is one of the key to ensure a smooth delivery.
Key Responsibilities:
Relationship Management
- Work closely with the TMF network of global offices and third party business partners to coordinate outsourced payroll and accounting services for client entities around the world.
- Develop, encourage and maintain a positive and constructive relationship with the TMF local offices teams, both internal and external clients and key stakeholders.
Service Management
- Support local payroll teams in the service delivery to the client. Ensure the overall business needs are being addressed and met by the Hub and TMF payroll teams. Come up with business continuity solutions, promote process excellence and best practices within the teams.
- Act as a point of contact for clients on their on-going governance matters and ad hoc projects covering multiple jurisdictions.
- Identify areas and processes for further development and recommending changes to improve unit efficiency
- Participate in the development and implementation of department projects, work methods and procedures.
- Act as a role model for colleagues and supporting junior personnel in their day-to-day activities.
- Update and maintain client reporting tools, e.g. statutory deadlines calendar and KPIs reports.
- Coordinate billing processes, invoice verification, tracking and approval.
- Create and updating process maps, manuals and issue logs.
Issue Resolution
- Coordinate clients queries on payroll and accounting matters and ensuring their timely resolution in close cooperation with TMF local offices.
- When there is an issue, address, communicate and resolve with all appropriate parties and escalate when necessary. Ensure that all services are clearly defined, accurate and are supported by the Service Levels which clearly reflect the business requirements for quality, outputs and deadlines. Provide guidance to the TMF payroll teams on Service priorities, including input to SLAs.
- Resolve problems within area of responsibility and liaising with appropriate resource persons to obtain and provide information on diverse and complex issues.
Client Satisfaction
- Ensure coordinated delivery of services by TMF local offices and third party business providers in line with statutory and local compliance requirements, master and local service agreements and agreed SLAs.
- Ensure client satisfaction by providing excellent service delivery in line with the Service Level Agreement (SLA). Ensuring that issues and concerns are addressed immediately and preventive action is discussed and agreed with the client and local TMF local office when applicable.
Governance
Participate in service-related governance meetings, including; Ad hoc meetings, Operational Review meetings & Service Governance Meeting as required.
Key Requirements:
- Bachelor's degree (Economics, Administration or Accounting);
- At least 3 year experience in coordination of company internal processes or within SSC/BPO, preferably gained in an international client facing work environment;
- Sound knowledge in regional and/or global Payroll BAU requirements.
- Fluent in English (both written and verbal); Fluency in Mandarin is an advantage.
- Proficient with MS Office: MS Excel, Word, Power Point;
- Fast learner and versatile individual with strong coordination, analytical and organizational skills;
- Strong communicator with all levels within the organization
- Ability to prioritize time critical tasks and adhere to strict deadlines;
- Excellent internal & external customer service skills
- Ability to have strong working relationships with all relevant parties such as the Client, Global Teams, the Local Office Teams and third party providers
- Excellent attention to detail;
- Ability to perform full-time work.
What's in it for you
Pathways for career development
- Work with colleagues and clients around the world on interesting and challenging work.
- We provide internal career opportunities, so you can take your career further within TMF.
- Continuous development is supported through global learning opportunities from the TMF Business Academy.
Making an impact
- You'll be helping us to make the world a simpler place to do business for our clients.
- Through our corporate social responsibility program, you'll also be making a difference in the communities where we work.
A supportive environment
- Strong feedback culture to help build an engaging workplace.
- Our inclusive work environment allows you to work from our offices around the world, as well as from home, helping you find the right work-life balance to perform at your best.
