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.Principal AccountabilitiesClient Relationship Management (25%)Act as the primary strategic partner for CXO-level clients across global banking enterprises.Cultivate strategic and trusted advisor-level relationships with client executives and seniorstakeholders in the Banking & Financial Services domain.• Build and maintain strong CXO-level relationships (CIO, CTO, COO, Chief Risk Officer, Heads ofTechnology/Operations).• Serve as the single point of accountability for client satisfaction and executivecommunication.• Conduct quarterly business reviews (QBRs) with client stakeholders to review performance,share insights, and align roadmaps.• Partner with clients to co-create digital transformation journeys and innovation agendas.• Manage client perceptions and ensure high satisfaction through regular feedback mechanismsand follow-ups.Revenue Growth & PnL OwnershipOwn and manage a portfolio with direct responsibility for growing revenues andimproving profitability, with the aim of scaling.• 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.• Partner with sales/pre-sales to close large transformational and annuity deals.• Drive expansion into adjacent business units, geographies, and services within the clientecosystem.• Regularly monitor and optimize P&L metrics: gross margins, EBITDA, revenue realization, etc.• Define and track OKRs/KPIs across financial, delivery, and customer satisfaction dimensions.Digital / Product Core Transformation AdvisoryLead the IT modernization efforts of banking clients by aligning solutions to their transformationgoals and industry trends.• Assess the client's legacy environment and identify transformation levers such as:o Core banking modernizationo Payments platform upgradeso Data platform & analytics transformationo Open Banking/Embedded Financeo AI/ML in risk, fraud, and compliance• Partner with domain consultants and architects to co-create solution roadmaps andtransformation 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-making.Delivery Oversight & GovernanceEnsure consistent delivery excellence, risk management, and SLA adherence across allactive engagements and programs.• Set up engagement governance structures (Steering Committees, PMO, Risk Registers) withinternal and client stakeholders.• Drive structured program reviews, milestone tracking, and proactive risk management.• Enable operational efficiency through delivery KPIs - on-time delivery, defect leakage,productivity, etc.• Ensure all contractual obligations (SLAs, SOWs, timelines) are met or exceeded.• Intervene in escalations and provide hands-on leadership in issue resolution or customerdissatisfaction cases.• Promote Agile/DevOps adoption where applicable for faster time-to-market.Cross-functional Leadership & CollaborationAlign and lead internal teams across business development, delivery, marketing, anddomain functions to deliver value to the client.• Build and lead a cross-functional "virtual account team" spanning geographies andfunctions.• Collaborate with delivery leaders to plan and manage resource allocation, talent needs,and utilization.• Work closely with solution architects, SMEs, and marketing to shape innovative andtailored proposals.• Coordinate RFP/RFI responses and oral presentations to CXOs.• Foster collaboration across sales, delivery, finance, HR, and compliance teams to ensureholistic account health.Strategic Planning and Client Account StrategyDefine and execute a long-term strategic growth plan for the account, aligning with client visionand industry shifts.• Lead annual account planning exercises to chart multi-year growth goals and investmentareas.• Map client org structure, budget cycles, pain points, and decision-making ecosystems.• 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 riskengines, Infrastructures etc., for proactive positioning.Minimum requirements for this position Domain and Industry Knowledge• 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., Basel III, PCI DSS, ISO 20022, AML/KYC).• Knowledge of industry-standard platforms: Temenos, Finastra, Oracle FLEXCUBE, FIS, Fiserv, or TCS BaNCS is a plus. Exposure to Payments solutions, products and understanding concepts of Payment Rails and modelsTechnical and Business Acumen• Familiarity with enterprise IT services: digital transformation, core modernization, data engineering, AI/ML, cybersecurity, and cloud services.• Strong appreciation for platform-driven business models and evolving FinTech landscapes.• Financial and commercial management skills - including pricing models, cost control, and margin improvement strategies.Leadership and Communication• Proven leadership capabilities managing multi-disciplinary, multi-cultural teams.• Exceptional executive presence with the ability to engage senior stakeholders (CIO, CTO, CDO, COO, etc.).• Strong negotiation, influencing, and conflict resolution skills.• Should be flexible travelling as per business needs.