Sr Engagement Manager

Job Description

Engagement Manager for building client relationships, oversees project delivery, and ensures satisfaction by bridging client needs with company capabilities, acting as a primary contact, managing project scope/finance, resolving issues, and coordinating internal teams for successful, long-term partnerships. Key duties include planning, communication, stakeholder management, with the role varying between client-facing (customer engagement) and internal (employee engagement) focus. The role requires exceptional communication skills in English.

Core Responsibilities (Customer-Focused)

* Client Relationship Management: Serve as primary point of contact, build trust, and understand client goals.

* Project Oversight: Orchestrate project plans, manage timelines, resources, and deliverables.

* Financial & Contract Management: Oversee project finances and ensure terms are met.

* Problem Resolution: Address client issues, complaints, and conflicts promptly.

* Internal Coordination: Liaise with sales, marketing, and technical teams to deliver solutions.

* Driving Opportunities: Drive the RFI/RFPs, proactive proposal and new business opportunities requests

Core Responsibilities (Employee-Focused)

* Strategy Development: Create initiatives to boost morale, satisfaction, and productivity.

* Culture Building: Foster a positive, inclusive environment with recognition and work-life balance.

* Stakeholder Alignment: Work with HR and leadership to align engagement efforts with company goals.

Required Skills & Experience:

* 12-15 years of overall IT experience, with at least 5+ years in a client facing experience in Service Delivery, Client Management, Business development, Program Management role.

* Experience in Banking, Financial Services and Insurance services industry

* Strong background in Public Cloud (MS Azure, GCP), Insurance Solutions, IT Network operations and Security.

* Experience handling onsite-offshore delivery models and managing distributed teams.

* Excellent interpersonal and communication skills in English (spoken and written).

* Collaborating with TCS various COE Groups and Practice Teams to meet client requirements

* Presenting Steering Committee, Operations

Qualifications/Certifications preferred:

* Bachelor's degree in computer science, Information Technology, or a related field.

* ServiceNow Certified System Administrator (CSA)

* ITIL Foundation / Intermediate

* Project Management Professional (PMP)

* ServiceNow Certified Implementation Specialist (CIS) for any module is good to have