- Location
- Bangalore, India · Mangaluru, India
- Department
- Customer Service
- Seniority
- Manager
- Education
- Master
- Source
- Keka
Description
Job Title - Manager, Client Relations, Managed Services
Role Summary
The Manager, Client Relations, Managed Services will lead the transition and ongoing delivery of multiple outsourced finance and operations processes for a Canadian client. This role owns end to end process migration, including requirements discovery, due diligence, documentation, training, hiring, operational readiness, service delivery governance, stakeholder management, and continuous improvement. The person will act as the primary bridge between the client stakeholders and internal delivery teams, ensuring quality, consistency, timelines, and measurable outcomes across all managed services workstreams.
Key Responsibilities
1) Client Relationship and Stakeholder Management
- Serve as the primary point of contact for the client for managed services delivery, transitions, and ongoing governance.
- Build strong working relationships with client stakeholders, including process owners, finance leaders, and operational teams.
- Lead regular governance calls, status updates, and issue resolution discussions, ensuring clear communication and timely decisions.
- Manage expectations, align on scope, confirm priorities, and ensure all commitments are tracked and delivered.
2) Process Due Diligence and Transition Ownership
- Understand the client’s current state process in detail, including systems, controls, approvals, data flows, and exception handling.
- Conduct process due diligence for each activity being migrated, identify risks, dependencies, and readiness gaps.
- Create a transition plan for each process, including milestones, training plan, access needs, and go live criteria.
- Coordinate knowledge transfer sessions with existing process owners and ensure successful handover to the delivery team.
3) SOP and Documentation
- Develop clear SOPs, process maps, RACI, checklists, templates, and controls for each migrated process.
- Ensure documentation is accurate, version controlled, and updated based on feedback from training and live execution.
- Build a standardized playbook approach so multiple processes can be managed consistently.
4) Training and Operational Readiness
- Lead training planning and execution, including joining training sessions, managing Q and A, and confirming readiness.
- Involve delivery team members in training, support shadowing, reverse shadowing, and certification of readiness.
- Ensure access, tools, trackers, and communication channels are in place before go live.
5) Hiring, Resource Planning, and Talent Pool
- Plan hiring needs based on process scope, transaction volumes, SLAs, and growth projections.
- Support recruitment by defining role requirements, interviewing candidates, and onboarding new hires.
- Build a talent pool and cross training approach so coverage exists for leaves, attrition, and workload spikes.
- Manage team allocation across multiple processes and ensure optimal utilization.
6) Service Delivery, Metrics, and Performance Management
- Define service metrics for each process, including SLAs, TAT, accuracy, backlog, quality, and productivity measures.
- Set KPIs for each workstream, and set individual objectives for team members aligned to client outcomes.
- Track performance through dashboards and trackers, publish insights, and drive corrective actions when metrics slip.
- Run daily or weekly reviews internally, and present performance and improvements to the client during governance.
7) Continuous Improvement and Control Strengthening
- Partner with the Technology team to identify, design, and implement process improvements using AI and automation, focusing on reducing manual effort, improving accuracy, and speeding up cycle times.
Success Measures for the Role
- Smooth transitions with minimal leakage, minimal rework, and on time go live for each migrated process.
- Stable delivery with consistent SLA performance, strong quality, and controlled backlog.
- High client satisfaction, clear communication, and predictable governance.
- Strong team capability through training, cross training, and low dependency on individuals.
- Clear reporting, measurable improvements, and visible value delivered to the client.
Required Qualifications
- Bachelor’s degree in Commerce, Finance, Business, or a related field. MBA or similar qualification is a plus.
- 6 to 10 plus years of experience in managed services, operations, finance shared services, outsourcing, or process transition roles.
- Experience managing client stakeholders and leading process migrations or transitions.
- Strong process documentation skills, SOP writing, process mapping, and governance management.
- Strong working knowledge of Excel, trackers, and performance reporting.
- Ability to lead teams, manage multiple priorities, and drive execution with ownership.
Preferred Skills and Experience
- Exposure to Accounts Payable, vendor reconciliation, statement processing, or similar finance operations.
- Familiarity with KPI design, SLA frameworks, capacity planning, and workforce management.
- Experience working with international clients, especially North America, with strong business communication skills.
- Working knowledge of Lean or Six Sigma concepts is a plus.
Competencies
- Client centric thinking, strong ownership, and calm handling of escalations.
- Structured execution, attention to detail, and strong follow through.
- Clear communication, strong documentation, and stakeholder influence.
- People leadership, coaching mindset, and team development focus.
Reporting and Location
- Reporting to: Head of Audit or Operations Head, depending on structure.
- Location: Bangalore or Mangalore, with overlap for Canadian time zone calls as required.
Skills
ExcelAccounts PayableSix Sigma