Information Technology_USA - USA_C&SI Engagement Manager
**Please strictly adhere to the following resume naming convention:
ALL CAPS, NO SPACES BETWEEN UNDERSCORES
PTN_US_GBAMSREQID_CandidateBeelineID
Example: PTN_US_9999999_SKIPJOHNSON0413
: -
MSP Owner: Michelle Lee
Location: Lake City, WA
Duration: 6 months
skill id: 10881313
Role Description
Client Relationship & Governance
• Act as the single point of contact for the client across all BPO engagements.
• Build and maintain long-term, strategic client relationships to drive trust and account growth.
• Lead governance cadence including weekly/monthly reviews, QBRs, and steering committees.
• Own end-to-end execution of joint goals set between TCS and client and strive towards bringing in efficiency and value through execution.
• Proactively manage client escalations, risks, and expectations.
Program & Delivery Management
• Own end-to-end service delivery across all in-scope BPO towers.
• Ensure delivery meets SLA, KPI, quality, and compliance standards.
• Drive transition programs (pre-DD, DD, ramp-up, steady state).
• Manage delivery risks and ensure timely resolution.
Stakeholder & Team Leadership
• Lead cross-functional teams across operations, transition, IT, HR, and quality.
• Align internal stakeholders to client objectives.
• Mentor delivery leads and ensure high-performance culture.
Financial & Commercial Management
• Manage P&L for the engagement.
• Ensure adherence to contractual and billing processes.
• Identify cross-sell/upsell opportunities.
Transition & Transformation
• Oversee BPO transition progress and act as a single point of contact for client and TCS.
• Drive continuous improvement and automation initiatives.
Performance Management & Reporting
• Track KPIs such as SLA, productivity, and attrition.
• Provide executive dashboards and reports.
Required Skills
Client Relationship & Governance
• Client relationship management
• Governance management
• Weekly/monthly reviews
• QBRs
• Steering committees
• Client escalation management
• Risk management
• Stakeholder expectation management
Program & Delivery Management
• End-to-end service delivery management
• SLA management
• KPI management
• Quality management
• Compliance management
• Transition program management
o Pre-DD
o DD
o Ramp-up
o Steady state
• Delivery risk management
Stakeholder & Team Leadership
• Cross-functional team leadership
• Operations management
• Transition management
• IT collaboration
• HR collaboration
• Quality team collaboration
• Delivery lead mentoring
• High-performance team culture
Financial & Commercial Management
• P&L management
• Contractual process management
• Billing process management
• Cross-sell opportunities
• Upsell opportunities
Transition & Transformation
• BPO transition management
• Continuous improvement
• Automation initiatives
Performance Management & Reporting
• SLA tracking
• Productivity tracking
• Attrition tracking
• Executive dashboards
• Executive reporting
Skills: Business Finance Management ~ Business Process Management(BPM) ~ Corporate Performance Management(CPM) ~ Quality Management for Delivery
Experience Required: 10 & Above
ALL CAPS, NO SPACES BETWEEN UNDERSCORES
PTN_US_GBAMSREQID_CandidateBeelineID
Example: PTN_US_9999999_SKIPJOHNSON0413
: -
MSP Owner: Michelle Lee
Location: Lake City, WA
Duration: 6 months
skill id: 10881313
Role Description
Client Relationship & Governance
• Act as the single point of contact for the client across all BPO engagements.
• Build and maintain long-term, strategic client relationships to drive trust and account growth.
• Lead governance cadence including weekly/monthly reviews, QBRs, and steering committees.
• Own end-to-end execution of joint goals set between TCS and client and strive towards bringing in efficiency and value through execution.
• Proactively manage client escalations, risks, and expectations.
Program & Delivery Management
• Own end-to-end service delivery across all in-scope BPO towers.
• Ensure delivery meets SLA, KPI, quality, and compliance standards.
• Drive transition programs (pre-DD, DD, ramp-up, steady state).
• Manage delivery risks and ensure timely resolution.
Stakeholder & Team Leadership
• Lead cross-functional teams across operations, transition, IT, HR, and quality.
• Align internal stakeholders to client objectives.
• Mentor delivery leads and ensure high-performance culture.
Financial & Commercial Management
• Manage P&L for the engagement.
• Ensure adherence to contractual and billing processes.
• Identify cross-sell/upsell opportunities.
Transition & Transformation
• Oversee BPO transition progress and act as a single point of contact for client and TCS.
• Drive continuous improvement and automation initiatives.
Performance Management & Reporting
• Track KPIs such as SLA, productivity, and attrition.
• Provide executive dashboards and reports.
Required Skills
Client Relationship & Governance
• Client relationship management
• Governance management
• Weekly/monthly reviews
• QBRs
• Steering committees
• Client escalation management
• Risk management
• Stakeholder expectation management
Program & Delivery Management
• End-to-end service delivery management
• SLA management
• KPI management
• Quality management
• Compliance management
• Transition program management
o Pre-DD
o DD
o Ramp-up
o Steady state
• Delivery risk management
Stakeholder & Team Leadership
• Cross-functional team leadership
• Operations management
• Transition management
• IT collaboration
• HR collaboration
• Quality team collaboration
• Delivery lead mentoring
• High-performance team culture
Financial & Commercial Management
• P&L management
• Contractual process management
• Billing process management
• Cross-sell opportunities
• Upsell opportunities
Transition & Transformation
• BPO transition management
• Continuous improvement
• Automation initiatives
Performance Management & Reporting
• SLA tracking
• Productivity tracking
• Attrition tracking
• Executive dashboards
• Executive reporting
Skills: Business Finance Management ~ Business Process Management(BPM) ~ Corporate Performance Management(CPM) ~ Quality Management for Delivery
Experience Required: 10 & Above