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.