Manager Client Services

Job Description

The Client Servicing Manager oversees the comprehensive management of the service delivery team, ensuring effective and efficient operations across various functions such as project management, creative, digital, and content production. This role is critical for aligning strategic objectives, maintaining operational excellence, and ensuring high client satisfaction. Below, we provide a detailed outline of the competencies essential for a Client Servicing Manager, focusing on the specific strategic and operational needs highlighted in the operations performance framework.

Should have 14yrs - 18yrs of experience in managing Digital, Creative, CMS projects and web site development.

• Well versed in project planning, estimations, risk management, stakeholder management and execution.

• Be the Single point of contact between large pharma clients and Indegene. Set right expectations and ensure the right experience is delivered to the client.

• Responsible for managing gross margin, project profitability, CSAT, & ESAT for the EMCE Unit.

• Accountable for the output of an operations center, ensuring that all customer requirements are met in a cost effective, timely and compliant manner.

• Escalation Handling: Develop and maintain a structured escalation process to promptly address operational issues, ensuring effective communication, swift resolution, and minimal disruption to business workflows. Serve as POC for any potential escalation and ensure mitigation measures are in place

• Head the onsite delivery team.

• Expertise in managing service operations, including quality assurance, compliance, financial and resource management, and KPIs are delivered as per the contract with client.

• Proficiency in delivery, adoption, and omnichannel performance metrics.

• Acumen in managing budgets, forecasting, and resource allocation to optimize operational efficiency and effectiveness.

• Strong capabilities in managing relationships with key stakeholders, including internal teams, business contacts, and external partners.

• Effective communication skills to report on operations, performance metrics, and strategic initiatives to senior management and clients.

• Commitment to developing a high-performing team, fostering staff satisfaction and engagement, and facilitating professional growth and development.

• Should be able to control cost of delivery of the project and improve profitability.

• Leading projects, communicating with clients and internal teams, and promoting a culture of excellence and continuous learning.

• Scoping tasks, phases, and projects with input from multiple teams.

• Development and management of project timelines and project plans

• Identification and mitigation of project risks from time to time.

• Validation and presentation of project deliverables.

• Assurance of quality of deliverables and operations of managed resources

• Well documented and process driven project management practice, which is anytime audit ready

• Should have strong analytical ability, Feasibility analysis and demonstrates Critical thinking

Must Have:

Minimum of 15+ years of relevant industry experience in Pharma, any Graduate with MBA would be preferred

- Should have managed clients; Led large teams and projects independently; demonstrated experience in building up divisional strategy) - Understanding of creative strategies, production, digital space and how it can be made production based - Strong understanding of project management, and financial and business acumen

- Excellent people management skills

- Strong written and verbal communication/presentation skills

- Passion for networking and managing accounts

- Keeping abreast of the latest technical/creative developments and relating them to various business challenges

Good to have:

Delivery Management, Client Servicing, IT Program Management, Consulting

Indegene is proud to be an Equal Employment Employer and is committed to the culture of Inclusion and Diversity. We do not discriminate on the basis of race, religion, sex, colour, age, national origin, pregnancy, sexual orientation, physical ability, or any other characteristics. All employment decisions, from hiring to separation, will be based on business requirements, the candidate’s merit and qualification. We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, national origin, gender identity, sexual orientation, disability status, protected veteran status, or any other characteristics.