Sr. Manager - client services

As a Senior Manager Client Services at Indegene, you will be responsible for overseeing the comprehensive management of the service delivery team. Your role will involve ensuring effective and efficient operations across various functions such as project management, creative, digital, and content production. It is critical for you to align strategic objectives, maintain operational excellence, and ensure high client satisfaction. Here are the key responsibilities associated with this role: - Should have 10 to 14 years of experience in managing Digital, Creative, CMS projects, and website development. You should be well-versed in project planning, estimations, risk management, stakeholder management, and execution. - Act as the Single point of contact between large pharma clients and Indegene. Set the right expectations and ensure the right experience is delivered to the client. - Responsible for managing gross margin, project profitability, CSAT, and 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. - Develop and maintain a structured escalation process to promptly address operational issues. Serve as a point of contact for any potential escalation and ensure mitigation measures are in place. - Head the onsite delivery team and expertise in managing service operations, including quality assurance, compliance, financial and resource management. - 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, both internal and external. - 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. - 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. Identification and mitigation of project risks from time to time. - Validation and presentation of project deliverables. - Assurance of the quality of deliverables and operations of managed resources. - Should have strong analytical ability, feasibility analysis, and demonstrate critical thinking. Qualifications Required: - Minimum of 10-14+ years of relevant industry experience in Pharma, any Graduate with an MBA would be preferred. - Strong understanding of project management, 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. If this role excites you and you meet the qualifications required, we encourage you to apply for the position of Senior Manager Client Services at Indegene.,