12-15 years of overall IT experience, including 5+ years in a client-facing role (Service Delivery, Client Management, Business Development, or Program Management)
Experience in the Banking, Financial Services, and Insurance (BFSI) industry
Strong background in Public Cloud technologies (MS Azure, GCP), Insurance Solutions, IT Network operations, and Security
Proven experience managing onsite-offshore delivery models and distributed teams
Exceptional interpersonal and communication skills in English (both spoken and written)
Ability to collaborate with various TCS COE Groups and Practice Teams
Experience presenting to Steering Committees and Operations teams
Proficiency with ServiceNow.
Responsibilities
Serve as the primary point of contact, building trust and understanding client goals
Orchestrate comprehensive project plans, manage timelines, and ensure timely delivery of project deliverables
Oversee project finances, ensuring adherence to contractual terms and budget
Promptly address and resolve client issues, complaints, and conflicts
Liaise with sales, marketing, and technical teams to deliver integrated solutions
Drive RFI/RFP processes and proactively develop proposals for new business opportunities
Create and implement strategies to enhance employee morale, satisfaction, and productivity
Foster a positive, inclusive work environment through recognition programs and work-life balance initiatives
Collaborate with HR and leadership to align engagement efforts with company goals.
Benefits
Opportunity to build strong client relationships and make a significant impact
Involvement in strategic project oversight and financial management
Engagement in a collaborative and supportive team environment
Focus on employee well-being and culture building through various initiatives
Potential for professional growth in a respected BFSI sector.
Full Job Description
Role Overview:
The Engagement Manager (EM) is responsible for building strong client relationships, overseeing project delivery, and ensuring client satisfaction by bridging client needs with company capabilities. This role acts as a primary contact, managing project scope and finances, resolving issues, and coordinating internal teams to foster successful, long-term partnerships. Key duties include comprehensive planning, effective communication, and robust stakeholder management. The position encompasses both client-facing (customer engagement) and internal (employee engagement) focuses, requiring exceptional communication skills in English.
Key Responsibilities:
Client Relationship Management: Serve as the primary point of contact, build trust, and thoroughly understand client goals.
Project Oversight: Orchestrate comprehensive project plans, manage timelines, allocate resources, and ensure timely delivery of all project deliverables.
Financial & Contract Management: Oversee project finances, ensuring adherence to contractual terms and budget.
Problem Resolution: Promptly address and resolve client issues, complaints, and conflicts.
Internal Coordination: Liaise effectively with sales, marketing, and technical teams to deliver integrated solutions.
Driving Opportunities: Actively drive RFI/RFP processes, proactive proposal development, and new business opportunity requests.
Strategy Development: Create and implement initiatives designed to boost employee morale, satisfaction, and productivity.
Culture Building: Foster a positive, inclusive work environment through recognition programs and promoting work-life balance.
Stakeholder Alignment: Collaborate with HR and leadership to ensure engagement efforts are aligned with overall company goals.
Required Skills:
12-15 years of overall IT experience, with at least 5+ years in a client-facing role such as Service Delivery, Client Management, Business Development, or Program Management.
Experience within the Banking, Financial Services, and Insurance (BFSI) industry.
Strong background in Public Cloud technologies (MS Azure, GCP), Insurance Solutions, IT Network operations, and Security.
Proven experience handling onsite-offshore delivery models and managing distributed teams.
Excellent interpersonal and communication skills in English (both spoken and written).
Ability to collaborate effectively with various TCS COE Groups and Practice Teams to meet client requirements.
Experience in presenting to Steering Committees and Operations teams.
Proficiency with ServiceNow.
Qualifications:
Bachelor's degree in Computer Science, Information Technology, or a related field.
ITIL Foundation / Intermediate certification.
Project Management Professional (PMP) certification.
