Client Services Partner - Financial Services

Genpact•Boston, MA

About The Position

The Client Services Partner will manage and grow a portfolio of Financial Services accounts valued at $4–7MM, serving as a trusted partner and thought leader. The role directs organic growth strategy across the portfolio, including client relationship development, annual account planning, identifying growth opportunities, driving client satisfaction, and maintaining account financial health. The position represents Genpact’s offerings, builds C-level client relationships, and works across business leaders, alliances, subject matter experts, operations, solution and practice leads, project management, delivery excellence, and finance. The Client Services Partner supports customer experience strategy and transformation, oversees account delivery and profitability, leads business reviews and planning, and communicates portfolio performance to senior management. The role also mentors project team members, handles escalations, and represents Genpact Experience’s values with clients, colleagues, and partner agencies.

Requirements

At least 7 years of relevant Financial Services experience leading and building client relationships.
Bachelor’s degree or commensurate experience.
Strong experience working with cross-functional teams across Creative, Experience Design, and Technology practice groups.
Excellent communication and interpersonal skills.
Ability to resolve complex issues and concerns professionally.
Strategic mindset and ability to proactively identify opportunities and risks.
Experience overseeing multiple programs or accounts concurrently with minimal guidance.
Track record of driving account growth, expanding service offerings, and contributing to new business development through strategic leadership and trusted client partnerships.

Responsibilities

Lead a portfolio of Financial Services accounts, focusing on retention, growth, satisfaction, and financial success.
Partner with business leaders to plan and manage the portfolio and achieve success measures.
Represent Genpact’s range of offerings to support account growth.
Align industry and category expertise with client strategic goals, identify challenges, and uncover growth opportunities.
Collaborate with business leaders, alliances, and subject matter experts on annual planning and maintain plans throughout the year.
Lead Quarterly Business Review sessions for priority accounts with key stakeholders.
Identify and drive growth initiatives and new business opportunities within the account portfolio.
Connect consumer and customer insights, digital behavior, and business objectives to influence customer experience strategy and implementation.
Partner with subject matter experts to lead strategy for pitches and proposals.
Develop C-level relationships, expand client relationships, and provide proactive client value as a trusted advisor.
Work with C-level executives to challenge client thinking and deliver customer experience transformation.
Collaborate with Operations, Solution leads, and Practice leads to ensure high-quality delivery and account profitability.
Partner with clients and finance to resolve account financial concerns.
Work with Project Management and Delivery Excellence teams to ensure strategic alignment, timely and on-budget execution, resolve delivery challenges, and promote client satisfaction and operational excellence.
Communicate portfolio performance, client successes and issues, market opportunities, changing conditions, and other portfolio health factors to senior management.
Mentor and coach project team members, supporting open communication, trust, and regular performance reviews.
Serve as the main point of contact for client and internal escalations, mitigating risks and resolving issues professionally.
Act as Genpact Experience’s brand steward and represent its core values with colleagues, clients, and partner agencies.
Adapt to additional tasks and responsibilities as needed or directed.