Title:  Global Client Manager

Job Summary 

We are seeking a highly experienced and dynamic Global Client Manager to oversee one of our most strategic global accounts. In this pivotal role, you will act as the primary point of contact for senior stakeholders, including C-level executives, ensuring seamless service delivery, exceptional client satisfaction, and continuous improvement across regions. 

You will drive client engagement, process governance, risk management, and value delivery while shaping longterm account strategy. This position is officebased with occasional travel to client sites and service centres. 

Key Responsibilities 

Client Engagement & Relationship Management 

• Serve as the primary contact for senior and Clevel stakeholders, building longlasting, trustbased relationships. 

• Ensure client satisfaction, service quality, and retention across global regions. 

• Lead escalation management to ensure timely resolution and transparent communication. 

Account Strategy & Value Delivery 

• Identify growth opportunities and lead consulting, transformation, and expansion initiatives. 

• Ensure delivery against contractual commitments, KPIs, and SLAs. 

• Use analytics and performance data to drive insights, improvements, and measurable value creation. 

Process Governance & Approvals 

• Act as the approver for global process design, ensuring alignment with standards and best practices.

• Approve and oversee change requests and ensure consistent implementation across geographies as well as reviewing and validate Standard Operating Procedures (SOPs) for accuracy and compliance.

Documentation Ownership 

• Own and maintain the Joint Process Procedure Manual (JPPM). 

• Develop and govern the Exit Plan (Termination) process for client engagements. 

• Manage contract templates communication to reflect current client legal, operational, and risk requirements. 

Reporting & Quality Control 

• Ensure the delivery of accurate, highquality reporting on service performance, client metrics, and operational governance. 

• Maintain transparency and accountability through structured reporting cadence. 

Risk & Compliance 

• Serve as Subject Matter Expert (SME) for ThirdParty Risk Management (TPRM) and riskrelevant topics and guide internal and client stakeholders on compliance, controls, and risk mitigation strategies. 

Communication & Training 

• Oversee communication of process changes, governance updates, and best practices and training related to Business Process Management (BPM) and operational standards. 

• Exceptional communication and stakeholder management abilities. 

Qualifications & Experience 

Education 

• Bachelor’s degree in Business Administration, Finance, Economics, or a related field. 

Professional Experience 

• Proven experience in client engagement, service delivery, or account management – ideally in BPO, procurement services, consulting, outsourcing, or financial services. 

• Minimum 7 years’ experience in management consulting or a comparable strategic role. 

• Strong understanding of procurement processes, supply chain, and managed services models. 

• Experience engaging with senior stakeholders and navigating complex global environments. 

Skills & Competencies 

• Excellent interpersonal, communication, and negotiation skills. 

• Strong analytical capabilities and ability to interpret complex data sets. 

• Exceptional project and process management skills with the ability to manage multiple priorities. 

• Expertise in TPRM, compliance frameworks, and operational risk methodologies. 

• Entrepreneurial mindset with a proactive, solutionoriented, handson approach. 

• Ability to work under pressure in fastpaced and dynamic environments. 

• Proficiency in CRM systems, MS Office Suite, and documentation tools. 

• Fluency in English and German, additional languages is an advantage.