Client Delivery Manager
Pune
Job Location
8+ Years
Experience
Computer Graduate/Post Graduate
Qualification
23 June, 2025
Job Posted On
Job Description
Lead large, complex client accounts and engage internal and external stakeholders from implementation to ongoing administration. Manage all aspects of ongoing delivery while serving as a liaison between internal teams and client contacts.
Responsibilities
- Lead delivery of administrative services for large and complex client accounts, ensuring project deliverables are completed on time or proactively communicate status if deadlines may be missed.
- Communicate and consult with clients on issues, legislative changes, and other service delivery functions using a consultative approach.
- Keep internal and external stakeholders informed of progress and issues on the account continuously.
- Ensure all tasks are documented according to internal guidelines and proactively updated in internal tracking tools to meet deliverable dates.
- Collaborate across internal teams by facilitating issue review, solution identification, problem resolution, and delivery of results for clients. Use root cause analysis tools to evaluate escalated issues and share information with leadership and peers in case of global client impacts.
- Draft, maintain, and communicate work orders for client requests; estimate work effort and tasks across cross-functional teams. Ensure scope, assumptions, and fees are documented correctly and obtain internal approvals before client submission.
- Review monthly invoices for accuracy, including client fee schedules, out-of-scope items, and revenue recognition.
- Analyze and interpret all client materials used for benefit administration to ensure currency and quality standards.
- Lead internal requirements documentation creation, ensuring benefit-related materials are consistent with client specifications and professionally prepared.
- Lead the annual enrollment process, including reviewing plan design changes, updating requirement documents, making site updates, creating and executing test plans, and completing other project plan tasks.
- Identify training opportunities and suggest process improvements to streamline ongoing delivery.
- Perform additional tasks as assigned to support clients in delivering administrative services.
Skills
- Self-starter with a proactive approach to problem-solving and coordination between clients and internal stakeholders.
- Expertise in front-end technologies: HTML, CSS, and JavaScript (mandatory).
- Knowledge of at least one server-side language and REST/SOAP APIs (mandatory).
- Ability to monitor current processes using SQL queries to ensure proper functioning.
- Experience in product development domain is a plus.
- Familiarity and experience working in Agile methodologies.
- Exposure to client discussions, incident resolution, new development, change request estimation, and solution proposals.
- Strong problem-solving and troubleshooting capabilities critical to success.
- Good understanding of software technologies, SDLC processes, and project management tools.
- Knowledge of costing techniques for software projects.
- Experience in Business Analyst role is a plus, including willingness to participate in software requirements discussions with clients.