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 Accountabilities

Client 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 senior

stakeholders in the Banking & Financial Services domain.

• Build and maintain strong CXO-level relationships (CIO, CTO, COO, Chief Risk Officer, Heads of

Technology/Operations).

• Serve as the single point of accountability for client satisfaction and executive

communication.

• 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 mechanisms

and follow-ups.

Revenue Growth & PnL Ownership

Own and manage a portfolio with direct responsibility for growing revenues and

improving 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 client

ecosystem.

• 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 Advisory

Lead the IT modernization efforts of banking clients by aligning solutions to their transformation

goals and industry trends.

• Assess the client’s legacy environment and identify transformation levers such as:

o Core banking modernization

o Payments platform upgrades

o Data platform & analytics transformation

o Open Banking/Embedded Finance

o AI/ML in risk, fraud, and compliance

• Partner with domain consultants and architects to co-create solution roadmaps and

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-

making.

Delivery Oversight & Governance

Ensure consistent delivery excellence, risk management, and SLA adherence across all

active engagements and programs.

• Set up engagement governance structures (Steering Committees, PMO, Risk Registers) with

internal 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 customer

dissatisfaction cases.

• Promote Agile/DevOps adoption where applicable for faster time-to-market.

Cross-functional Leadership & Collaboration

Align and lead internal teams across business development, delivery, marketing, and

domain functions to deliver value to the client.

• Build and lead a cross-functional “virtual account team” spanning geographies and

functions.

• 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 and

tailored proposals.

• Coordinate RFP/RFI responses and oral presentations to CXOs.

• 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

areas.

• 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 risk

engines, 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 models

Technical 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.