Infosys - Manager - Client Services - Financial Services/Banking Domain

Manager - Client Services

Purpose :

Provide client introductions, customer context to internal teams. Navigate account to identify varied kinds of deals; form and lead pursuit teams, recommend & defend the win price, understand client drivers and competitor moves, interface with client on expectations, develop account plan, review and follow it.

Drive MSA / SOWs / payments (AR), resolve delivery escalations and complaints, mentor IBU account team with an objective of demonstrating business value to the client. Maintaining the price premium, enhancing client satisfaction and growing the account as per the account plan within the assigned account.

Areas of Responsibility :

- Market Development

- Customer Prospecting

- Opportunity Identification and Qualification

- Proposal Development

- Proposal Negotiation and Closure

- Contracting and MSA

- Account Planning and Review

Account Mining :

- The Manager - Client Services identifies the right contacts within the client organization, secures meetings with the clients appropriately; sets appropriate agenda (client context, pain points, industry / competitive context, value proposition).

- S/He anchors meetings and closes any opportunities generated.

- S/He ensures active participation from Business Units / partners concerned, provides account context and allocates roles and responsibilities for ongoing client interactions. S/He reviews meeting material in order to grow the account by positioning the Org strategically and as an existing trusted partner.

Account Operations :

- The Manager - Client Services signs off on SOWs / Contracts and follows up with the client to sign off on the SOWS.

- S/He acts as the next level of escalation beyond the Commercial Manager for invoice disputes, payment release etc. and follows up with the client to release undisputed payments (AR).

- Relationship Management

- Merger and Acquisition

Desired Knowledge :

- Knowledge of outsourcing business, cost & revenue drivers for an IT organization, Business case creation, Financial ratios and analyses [IRR, NPV,ROCE, etc], Statistical Analyses [Regression, Correlation, Mean, Median, Mode, Frequency Distribution] and legal and contracting issues.

Desired Skills :

- Effective and structured communication skills, conflict resolution / consensus building skills with partners / clients. Problem solving skills, negotiation skills and commercial acumen.

- Identification of the political landscape, leadership skills, presentation skills and relationship building skills.

- Exposure / Experience in the Financial Services / Banking Domain with a strong appreciation of IT is an advantage.