Title:  Manager - Client Services

Job Description

We are a technology-led healthcare solutions provider. We are driven by our purpose to enable healthcare organizations to be future-ready. We offer accelerated, global growth opportunities for talent that’s bold, industrious, and nimble. With Indegene, you gain a unique career experience that celebrates entrepreneurship and is guided by passion, innovation, collaboration, and empathy. To explore exciting opportunities at the convergence of healthcare and technology, check out www.careers.indegene.com Looking to jump-start your career? We understand how important the first few years of your career are, which create the foundation of your entire professional journey. At Indegene, we promise you a differentiated career experience. You will not only work at the exciting intersection of healthcare and technology but also will be mentored by some of the most brilliant minds in the industry. We are offering a global fast-track career where you can grow along with Indegene’s high-speed growth. We are purpose-driven.  We enable healthcare organizations to be future ready and our customer obsession is our driving force. We ensure that our customers achieve what they truly want. We are bold in our actions, nimble in our decision-making, and industrious in the way we work.

Must Have

Manager - Client Services

Broad Area - 1: Manage project pre-sales
• Work on new/critical solutions for clients based on the scope of regular deliverables; provide 
resource planning, effort estimation and project execution plan
• Work on RFPs/RFIs and prepare presentation deck/file for the assigned clients by coordinating 
with multiple stakeholders; check/create all the documents to be submitted as supporting
• Create project costing and budgeting for approval from internal stakeholders for new/critical 
projects using pre-set templates and share it with the assigned stakeholders for client sign-off. 
Focus on gross margins for regular projects
• Identify and coordinate with external vendors in case of non-availability of required skillsets 
internally or think out of the box for getting some requirements by learning the skills, etc.
• Work on acquiring repeat business from existing clients by identifying relevant opportunities.
• Anticipate key account changes and improvements
• Manage a portfolio of client account and provide new solutions or enhancement to the existing 
deliverables
Broad Area - 2: Program execution (multiple clients/critical/complex)
• Program planning & initiation:
o Analyse the signed SOW and proposal to set goals and expectation for the programs and 
internal team. Create plan for initiation and execution timelines and expected date of 
closure. Arrange for client kick-off calls or internal kick-off calls to set expectations, get 
commitment, and suggest and ask for ways by which the commitments made can be 
honoured
o Negotiate contracts with client and establish timeline of performance
o Prepare plan for the execution of projects with deliverable dates, resource requirements, 
assets, software, hardware, vendor partners, commercial procurement of specific content, 
etc. Agree on timelines for client status updates
o Get approvals from Manager, Vertical Head and Finance to start the project plan on the 
(project management) PM tool and execute as per the business process for the 
deliverables. Approve plans for the PM team as per the process
o Effectively use company resources, the leadership team and industry data to influence
and drive desired decision-making in accounts
Program execution
o Assign work components and work plan on the PM tool. Identify risks and plan mitigation 
outcomes and share the status updates with clients based on progress as per process 
(CMMI, QMG, ISO, ISMS and client process). Prepare and get approvals on the change 
request form (CRF) to rebase the project plan
o Interact with cross-functional teams (all stakeholders) to manage quality, deliverables and 
client outcomes; negotiate with clients on various developments and internal/external 
teams as well

Good to have

• Prepare status reports for regular client updates and governance calls with clients. Manage the 

routing status on a periodic basis with key stakeholders to gauge the progress
• Monitor scope changes with regular client meetings; prepare and get approvals on the change 
request form (CRF) to rebase the project plans, gross margin and profitability for the program.
• Review and streamline project post-mortem/wash-up meeting with internal team through SWOT 
analysis and other techniques and conduct closure meeting with client
• Manage strategic account planning process for financial targets, performance objectives, account 
management standards and critical milestones over specific periods of time
Broad Area - 4: Team management (cross-functional/global/direct/indirect)
• Develop and train the Leads/Resource Managers and create an ecosystem of team work and 
learning to drive quality deliverables. Resolve conflicts and manage information workflow
• Maintain team morale and good relationship between internal and external stakeholders. 
Demonstrate excellent listening abilities to identify and implement suggestions and proficiently 
communicate critical information both top-down and bottom-up across the team
• Hire the right skillset and develop team members for technical/domain/managerial requirements; 
create and develop on-the-job learning opportunities to upscale member

• Retain team members through various people processes of communication, team meetings, focus 
group initiatives, training, development and engagement initiatives to keep attrition in check
Broad Area - 5: Continuously improve processes and systems
• Monitor performance by collating and analysing performance data and charts against defined 
parameters to ensure performance and quality is aligned with what was planned
• Participate in implementing best practices for streamlining/reducing redundancies/saving 
productive time and enhancing inter-organisational collaboration
• Recognise and address specific interventions in existing processes, tools and techniques for 
improving client servicing quality
• Initiate and implement process improvement projects to continuously improve quality, training, 
productivity, time and effort
Broad Area - 6: Process improvement and compliance
• Implement compliance processes with the team with respect to content development guidelines, 
client/brand guidelines, SOWs, plagiarism, and ISO and CMMI processes (and any other 
corporate/engagement guidelines as required) as laid down by Indegene and the client
• Liaise with managers and internal auditors to follow processes and ensure the execution of 
corrective actions and compliance to specifications
• Initiate and implement process improvement projects to continuously improve quality, training, 
productivity, time and effort to develop content
• Ensure that non-disclosure agreements are signed off by contractors and vendors as applicable 
for their respective department
• Ensure that the team follows quality systems, company systems, processes and policies; 
encourage team members to attend trainings and participate in company initiatives

EQUAL OPPORTUNITY

Indegene is proud to be an Equal Employment Employer and is committed to the culture of Inclusion and Diversity. We do not discriminate on the basis of race, religion, sex, colour, age, national origin, pregnancy, sexual orientation, physical ability, or any other characteristics. All employment decisions, from hiring to separation, will be based on business requirements, the candidate’s merit and qualification. We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, national origin, gender identity, sexual orientation, disability status, protected veteran status, or any other characteristics.