Engagement Manager

Job Summary:

The Engagement Manager is responsible for managing and delivering IT services to one of the largest banking clients, acting as the primary interface between the IT services team and the client's Sub-domain Lead. The role involves driving strategic alignment, ensuring delivery & service excellence, managing financial performance, and leading a large, cross-functional team in a managed services environment. The Engagement Manager is accountable for client satisfaction, operational efficiency, financial health, and people management, including attracting and retaining top talent.

Key Responsibilities:

• Client Relationship Management:

• Act as the key point of contact for the client's Sub-domain Lead, ensuring alignment with the bank's strategic goals and addressing client needs proactively.
• Build and maintain strong relationships with senior client stakeholders, fostering trust and ensuring high levels of customer satisfaction.

• Service Delivery and Quality:

• Oversee the end-to-end delivery of IT services within the sub-domain, ensuring adherence to SLAs, timelines, budgets, and quality standards.
• Lead multiple Agile squads or pods, ensuring successful delivery of technology projects that align with the bank's objectives.

• Strategic Alignment and Execution:

• Align the IT services team's technology strategy with the bank's business goals, driving digital transformation initiatives.
• Influence the direction of technology solutions within the sub-domain, ensuring they meet client expectations and industry standards.
• Track and report on KPIs and metrics related to managed services, ensuring continuous monitoring and improvement of service delivery.

• Financial Management:

• Manage the financial performance of the engagement, including budgeting, gross margin optimization, and cost control.
• Prepare and present progress updates to client stakeholders using presentations and spreadsheets.

• Innovation and Continuous Improvement:

• Foster a culture of innovation within the team, introducing new technologies, processes, and practices that add value to the client.
• Encourage continuous improvement efforts, seeking out and implementing efficiencies in service delivery.

• People Management:

• Lead a large, geographically distributed team, with direct responsibility for 4-8 senior-level managers and oversight of 150-200 professionals.
• Focus on attracting and retaining top talent, managing team performance, and reducing attrition.
• Oversee the onboarding process for new team members, ensuring smooth integration and alignment with client expectations.

• Risk and Compliance Management:

• Identify, assess, and mitigate risks associated with service delivery, ensuring compliance with industry standards, regulatory requirements, and client policies.

• Domain Expertise:

• Leverage knowledge of the banking domain, with a preference for expertise in transaction banking.
• Familiarity with web technologies relevant to digital channels to guide and support the client's technology roadmap.
• Past Development experience in Java stack, DevOps is good to have.

Skills & Qualifications:

• Proven experience in client-facing roles within IT services, preferably in the banking or financial services sector.
• Strong understanding of managed services, financial management (including gross margin), and customer satisfaction metrics.
• Extensive experience in Agile methodologies, leading cross-functional teams, and delivering complex technology projects.
• Excellent communication, negotiation, and stakeholder management skills.
• Strong leadership and people management abilities, with experience in handling large teams and managing attrition.
• Proficient in preparing and presenting KPIs, metrics, and financial reports using presentations and spreadsheets.
• Familiarity with the banking domain, particularly in transaction banking, and web technologies

Experience:

• 10 years of experience in IT services, with at least 5 years in a client-facing engagement management role.
• Experience managing large-scale technology projects and service delivery for major clients, particularly in the banking sector.
• Familiarity with the development and execution of Statements of Work (SoWs) and onboarding processes for large teams.