Engagement Director- GCC

Confidential; Bengaluru; On-site; INR 1,800,000 - 3,000,000; Full time

Job summary

Confidential is seeking a senior engagement management professional to lead GCC engagements from mobilization to scale. You will coordinate talent, delivery, HR, operations, finance, technology, and governance to meet client commitments.

You will drive hiring, onboarding, governance, and operational readiness while managing risks and ensuring successful launches and ongoing optimization.

Qualifications

• 10+ years of experience in engagement management, program management, operations, managed services, GCCs, shared services, or technology services.

Responsibilities

• Serve as the primary day-to-day engagement leader for assigned GCC clients.
• Translate client objectives into clear execution plans, milestones, ownership, and operating rhythms.
• Build strong relationships with client delivery teams, functional leaders, HR, procurement, and operating teams.
• Anticipate issues and bring solutions to the client before they become escalations.
• Conduct regular executive and operational governance reviews.
• Lead new GCC engagements from SOW signature through launch and stabilization.
• Own integrated plans covering hiring, onboarding, infrastructure, IT, security, facilities, training, knowledge transfer, and operational readiness.
• Coordinate dependencies across client and internal teams and drive readiness against agreed launch dates.
• Establish governance, reporting, SLAs, KPIs, escalation paths, and decision rights.

Skills

Engagement management

Program management

Operations

GCCs / shared services

Delivery governance

Workforce mobilization

Recruiting & onboarding

Commercial metrics

Senior stakeholder management

Job description

Own the successful execution of GCC engagements from mobilization through stabilization and scale. Serve as the primary operating interface between the client and company, bringing together talent, delivery, HR, operations, finance, technology, and governance teams to deliver against client commitments.

Key Responsibilities:

Client & Engagement Leadership

• Serve as the primary day-to-day engagement leader for assigned GCC clients.
• Translate client objectives into clear execution plans, milestones, ownership, and operating rhythms.
• Build strong relationships with client delivery teams, functional leaders, HR, procurement, and operating teams.
• Anticipate issues and bring solutions to the client before they become escalations.
• Conduct regular executive and operational governance reviews.
• Lead new GCC engagements from SOW signature through launch and stabilization.
• Own integrated plans covering hiring, onboarding, infrastructure, IT, security, facilities, training, knowledge transfer, and operational readiness.
• Coordinate dependencies across client and internal teams and drive readiness against agreed launch dates.
• Establish governance, reporting, SLAs, KPIs, escalation paths, and decision rights.

Talent & Workforce Delivery

• Partner with recruiting and delivery teams to meet hiring plans by role, skill, location, and start date.
• Track candidate pipeline, selection ratios, offers, joining rates, attrition, and backfills.
• Identify hiring risks early and drive corrective actions.
• Work with HR and business teams on onboarding, employee experience, retention, and workforce planning.

Operational Governance

• Own engagement scorecards across headcount, hiring, milestones, SLA/KPI performance, attrition, financial performance, client satisfaction, risks, and dependencies.
• Run weekly operating reviews and monthly executive governance.
• Maintain clear RAID logs with owners and closure dates.
• Translate contractual commitments into operational execution.
• Understand the SOW, pricing model, assumptions, and commercial commitments.
• Track revenue, cost, utilization, margin, and headcount against plan.
• Identify scope changes and work with commercial teams on change orders.
• Protect both client outcomes and engagement economics.
• Identify opportunities to expand existing GCC engagements into additional functions, capabilities, and locations.
• Help clients move from initial staffing toward sustainable operating capabilities.
• Identify opportunities for process improvement, automation, productivity, training, and AI adoption.
• Capture lessons learned and establish repeatable practices across GCC engagements.

What Success Looks Like

• GCC launches happen against committed timelines.
• Hiring and onboarding plans remain on track.
• Client executives and sales team have clear visibility into progress, risks, and decisions.
• Issues are identified and resolved before they become escalations.
• Engagement economics remain within agreed targets.
• Client confidence increases as the GCC scales.
• Initial engagements expand into broader, long-term client relationships.

Experience

• 10+ years of experience in engagement management, program management, operations, managed services, GCCs, shared services, or technology services.
• Experience managing complex client engagements involving multiple functions and senior stakeholders.
• Experience establishing or scaling India-based delivery teams strongly preferred.
• Strong understanding of workforce mobilization, recruiting, onboarding, governance, and operational delivery.
• Experience managing commercial metrics and engagement financials.Prior experience with GCC, BOT, managed capacity, shared services, or captive-center environments preferred.

Leadership Profile

• Takes ownership rather than waits for direction.
• Is comfortable working directly with senior client executives.
• Can move between executive conversations and detailed execution.
• Creates structure in ambiguous situations.
• Makes decisions and drives accountability across teams.
• Communicates clearly, concisely, and early.
• Understands that successful GCC execution requires balancing client experience, people, delivery, and commercial performance.