Technical Lead

Position : Engagement Manager Or Business Relationship Manager.: The Engagement Manager is accountable for strengthening client relationships, driving customer experience, enabling downstream growth, and proactively identifying insights and business opportunities across the customer portfolio.

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Accountabilities Overview

1. Customer Experience (CSAT / NPS)

• Build trusted relationships with client Directors, DPOs, and hiring managers.
• Improve CSAT/NPS by eliminating unmanaged escalations and ensuring seamless communication.
• Proactive Customer Engagement

1. Growth Enablement

• Lead insight to action in adjacent areas of existing deliveries,
• Maintain visibility into adjacent initiatives, programs, and evolving customer priorities.
• Communicate customer challenges & needs
• Work closely with VSMs, CSMs (DFS colleagues) to identify DBS opportunities
• Shape hypotheses, business cases, and value propositions with Solution/CoE teams.
• Participate in solution walkthroughs, customer discussions, and commercial cycles.
• Ensure delivery feasibility and alignment during pursuits.
• Partner closely with Sales to identify, nurture, and help close downstream opportunities emerging from delivery.

1. Delivery Governance

• Conduct regular health checks, QBRs/MBRs, and roadmap discussions.
• Surface risks and issues early - before escalation - and ensure timely, transparent closure.
• Bring in delivery and sales leadership where appropriate to ensure alignment and transparency.

1. Act as the Voice of the Customer

• Bring structured, real time customer insights into the delivery organization.
• Translate feedback, KPIs, and sentiment into actionable improvement plans.

Connect delivery outcomes to client business KPIs and strategic objectives

1. To be responsible for providing technical guidance / solutions ;define, advocate, and implement best practices and coding standards for the team.

1. To develop and guide the team members in enhancing their technical capabilities and increasing productivity

1. To ensure process compliance in the assigned module| and participate in technical discussions/review as a technical consultant for feasibility study (technical alternatives, best packages, supporting architecture best practices, technical risks, breakdown into components, estimations).

1. To prepare and submit status reports for minimizing exposure and risks on the project or closure of escalations.