Program Manager & Customer Manager– Global Accounts

Location: Bengaluru

Job Title:

Program & Customer Manager – Global Accounts

Department/Function:
Digital Operations/AI & GenAI Services

Location:

Bangalore, India

Reporting To:
Head of Professional Services

Employment Type:

Full-time

Work Mode:
Hybrid (3 days On-Site), Whitefield, Mahadevapura

1. Role Summary

The Program & Customer Manager – Global Accounts acts as the central orchestrator for a premier, multinational client, overseeing all programs, projects, and services across regions. This role ensures tight alignment between the client’s global strategy and local execution, drives revenue growth, manages cross-regional dependencies, and serves as the single point of accountability for end-to-end service delivery.

Positioned within the business organization, the role carries ownership for customer outcomes, program governance, and people leadership across global delivery teams. The incumbent will play a critical role in scaling operations, strengthening delivery maturity, and building trusted, long-term client partnerships across markets.

2.

Key Responsibilities

Global Program & Account Leadership

- Own end-to-end program oversight for a large, complex multinational account across all regions.
- Align client’s global objectives with regional execution plans to ensure consistency, quality, and scalability.
- Manage the demand/supply equation for professional services resources in close alignment with the different global clients and Konecta delivery centres
- Manage the recruitment process and performance improvement plans for all professional services resources in close alignment with the global clients and Konecta local HR in the delivery centres
- Manage cross-regional dependencies, risks, and delivery interlocks across time zones.
- Drive revenue growth, account expansion, and operational scalability through strong program leadership.
- Support broader global program initiatives, ensuring alignment with evolving business and client goals.

Customer & Relationship Management (C-Suite)

- Build, manage, and sustain strong, long-term relationships with senior client stakeholders, including C-suite and executive decision-makers.
- Act as the primary escalation and governance owner for the client globally.
- organise and drive executive reviews, steering committees, and strategic discussions with client leadership.
- Translate client feedback into actionable priorities across delivery teams and regions.

People Leadership & Experience (Business-Owned)

- Own people leadership responsibilities for the global account across all regions.
- Regularly obtain structured and informal feedback on Konecta employees from client project managers and stakeholders.
- Drive consistent people experience, engagement, and performance standards across geographies.
- Identify early risks related to performance, engagement, or attrition and address them proactively with business leaders.
- Support onboarding, integration, and stabilization of teams during ramp-ups, transitions, and scale-ups.

Talent Scaling & Operational Readiness

- Lead workforce scaling initiatives across regions, including ramp-ups, onboarding coordination, training readiness, and production stabilization.
- Ensure timely and high-quality operational launches aligned to client commitments.
- Enable teams to meet productivity, quality, and delivery benchmarks consistently.

Governance, Execution & Continuous Improvement

- Establish and drive strong global governance models, reporting cadence, and performance dashboards.
- Monitor delivery health, customer satisfaction, and people indicators to support data-driven decisions.
- Identify opportunities for continuous improvement across delivery, execution, and customer experience.
- Contribute to building scalable, resilient delivery models that support Konecta’s long-term global growth.

Leadership & Competencies

- Strong leadership capability within matrixed organizations, with the ability to influence without direct authority.
- High level of business and commercial acumen.
- Excellent cross-cultural communication, interpersonal, and presentation skills.
- Fluency in English is essential; additional languages are an advantage.
- High emotional intelligence,…