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.
