Engagement Manager- GCC

Confidential; Bengaluru; On-site; INR 4,000,000 - 6,000,000; Full time

Job summary

Confidential in Bengaluru seeks an experienced Engagement Manager to own GCC engagements from mobilization through stabilization and scale. You will be the primary interface between the client and internal teams—talent, delivery, HR, operations, finance, technology, and governance—to ensure commitments are delivered on time.

You will lead client and engagement governance, manage hiring plans, onboarding, and readiness, track SLAs and KPIs, and drive continuous improvement and AI adoption.

Qualifications

• 10+ years in engagement management, program management, or related fields.
• Experience leading India-based delivery teams strongly preferred.
• Experience managing GCCs, shared services, or captive centers is a plus.

Responsibilities

• Serve as the primary day-to-day engagement leader for GCC clients.
• Translate objectives into executable plans, milestones, and ownership.
• Build relationships with client delivery teams, HR, procurement, and operations.
• Anticipate issues and provide solutions to prevent escalations.
• Lead governance reviews and ensure adherence to SLAs and KPIs.
• Own hiring plans, onboarding, and readiness across locations.
• Track revenue, headcount, and engagement performance against plan.
• Identify opportunities to expand GCC engagements into new functions and locations.

Skills

Engagement leadership

Stakeholder management

Program management

GCC delivery

Hiring & onboarding

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.