Job Title: Client Success Lead– Global Capability Centers (GCC)
Reports To: Head – GCC Operations / Vertical Head
Role Purpose
The Client Success Lead is responsible for managing and growing multiple mid-sized Global Capability Centers (GCCs) for assigned clients. The role ensures end-to-end ownership of client engagement, delivery governance, financial performance (P&L), and operational excellence.
It demands a balance of strategic relationship management, operational discipline, and financial acumen — enabling each GCC to deliver sustained value, scalability, and client satisfaction.
The position involves periodic domestic and international travel for governance reviews and client engagements.
Key Responsibilities
Client & Stakeholder Management
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Act as the single point of accountability for assigned client relationships across business, HR, procurement, and delivery functions.
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Build trusted partnerships through proactive communication, governance, and transparency.
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Conduct regular governance meetings and Quarterly Business Reviews (QBRs) to align on delivery health, financials, and growth plans.
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Ensure client satisfaction through effective engagement, issue resolution, and continuous value creation.
Financial Management & P&L Ownership
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Own the P&L for assigned GCCs, ensuring achievement of revenue and profitability targets.
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Oversee client-wise invoicing, billing accuracy, and compliance with contractual terms.
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Monitor key financial metrics — utilization, margins, and cost efficiency — and drive corrective actions as needed.
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Partner with finance teams to ensure financial transparency and reporting accuracy.
Account Growth & Strategic Initiatives
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Develop and execute account plans aligned with client priorities and organizational goals.
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Identify and pursue opportunities to expand GCC scope — across new skills, service lines, or functions.
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Support business development, proposal efforts, and transformation initiatives to strengthen the GCC value proposition.
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Stay abreast of GCC and industry trends (digital, automation, delivery models) and leverage them for client advantage.
Operational Excellence
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Oversee end-to-end operational delivery and governance across assigned GCCs.
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Collaborate with enabling functions (HRBP, Finance, TA, IT, Admin, Legal) for seamless operations.
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Drive process standardization, risk management, and compliance adherence.
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Lead continuous improvement initiatives to enhance efficiency, scalability, and employee experience.
People & Culture Leadership
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Provide leadership direction to GCC teams and delivery leads.
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Partner with HRBP to strengthen engagement, retention, and talent readiness.
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Foster a high-performance, inclusive, and client-centric culture that promotes innovation and accountability.
Success Measures
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Achievement of revenue, profitability, and growth goals.
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Client satisfaction, retention, and account expansion.
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Operational KPIs (utilization, SLA adherence, attrition, process compliance).
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Employee engagement and leadership pipeline development.
Qualifications & Experience
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Bachelor’s or Master’s degree in Business, Management, or related discipline.
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5–7 years of experience in Account Management, Client Engagement, or Operations Leadership within GCC, IT services, or consulting environments.
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Proven experience in P&L ownership, client invoicing, and multi-stakeholder governance.
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Strong analytical, financial, and communication skills with the ability to influence senior stakeholders.
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Willingness to travel periodically (domestic/international).
