Client Engagement Manager/Account Delivery

Our client is seeking a highly experienced Client Engagement Manager with a strong background in IT services and proven expertise in the Banking and Financial Services domain.
The ideal candidate will bring 10+ years of experience, including in client-facing roles within BFSI, and a strong track record of managing large portfolios, with P&L responsibility for accounts. This leader will play a pivotal role in nurturing strategic client relationships , driving account growth , orchestrating delivery excellence , and enabling digital transformation initiatives .

Candidate should be able to harvest client relationships, and span across multiple business of the account, providing client oversight, value thought leadership and engage with all client business / diverse project teams for the overall functioning of the growth account.

Client Relationship Management (25%)

Cultivate strategic and trusted advisor-level relationships with client executives and senior
Build and maintain strong CXO-level relationships (CIO, CTO, COO, Chief Risk Officer, Heads of
Serve as the single point of accountability for client satisfaction and executive
Conduct quarterly business reviews (QBRs) with client stakeholders to review performance,
Partner with clients to co-create digital transformation journeys and innovation agendas.
• Manage client perceptions and ensure high satisfaction through regular feedback mechanisms
Own and manage a portfolio with direct responsibility for growing revenues and
Develop annual account plans aligned with client budgets and IT spending forecasts.
• Identify and pursue revenue growth opportunities: new service areas, technology upgrades,
managed services, consulting engagements, etc.
• Drive expansion into adjacent business units, geographies, and services within the client
Define and track OKRs/KPIs across financial, delivery, and customer satisfaction dimensions.


Digital / Product Core Transformation Advisory

Lead the IT modernization efforts of banking clients by aligning solutions to their transformation
Assess the client’s legacy environment and identify transformation levers such as:
o Data platform & analytics transformation
o AI/ML in risk, fraud, and compliance
• transformation blueprints.
• Evangelize next-gen technologies such as AI, cloud-native platforms, API ecosystems, and RPA across client engagements.
• Create POVs, white papers, and transformation workshops that support executive decision-
Delivery Oversight & Governance

Ensure consistent delivery excellence, risk management, and SLA adherence across all
Set up engagement governance structures (Steering Committees, PMO, Risk Registers) with
Drive structured program reviews, milestone tracking, and proactive risk management.
• Enable operational efficiency through delivery KPIs – on-time delivery, defect leakage,
Intervene in escalations and provide hands-on leadership in issue resolution or customer
Promote Agile/DevOps adoption where applicable for faster time-to-market.

Align and lead internal teams across business development, delivery, marketing, and
Build and lead a cross-functional “virtual account team” spanning geographies and
Collaborate with delivery leaders to plan and manage resource allocation, talent needs,
Work closely with solution architects, SMEs, and marketing to shape innovative and
Foster collaboration across sales, delivery, finance, HR, and compliance teams to ensure
holistic account health.

Strategic Planning and Client Account Strategy

Define and execute a long-term strategic growth plan for the account, aligning with client vision
and industry shifts.
• Lead annual account planning exercises to chart multi-year growth goals and investment
Develop SWOT analysis of the account and competitors to identify white spaces.
• Influence client IT roadmaps by leveraging market trends and benchmarks.
• Track emerging opportunities in Transformations, cybersecurity, digital wallets, AI risk
Deep experience in Banking and Financial Services – ideally across Retail Banking, Payments, Commercial Lending, and/or Capital Markets.
• Understanding of BFSI regulatory environments (e.g., Temenos, Finastra, Oracle FLEXCUBE, FIS, Fiserv, or TCS BaNCS is a plus. Exposure to Payments solutions, products and understanding concepts of Payment Rails and models

Technical and Business Acumen
• Familiarity with enterprise IT services: digital transformation, core modernization, data engineering, AI/ML, cybersecurity, and cloud services.
• Financial and commercial management skills – including pricing models, cost control, and margin improvement strategies.

Proven leadership capabilities managing multi-disciplinary, multi-cultural teams.
• Exceptional executive presence with the ability to engage senior stakeholders (CIO, CTO, CDO, COO, etc.).
• Should be flexible travelling as per business needs.