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.