Job Title: Sr. Director, Client Services – Major Account Services (MAS)
Function: Client Service
Business Unit: Major Account Services (MAS)
Location: Pune

Position Summary
The Sr. Director, Client Services is a senior leadership role within HCM Major Account Services (MAS), responsible for driving the end-to-end service strategy and delivery for a portfolio of Mid, large, complex, enterprise-level clients.
This role ensures a high-touch, consultative service model that aligns with client business objectives, delivering measurable outcomes across client satisfaction (NPS), retention, service quality, and operational excellence.
The leader operates as a strategic partner, influencing cross-functional teams across Sales, Implementation, Product, and Operations while developing a high-performing leadership organization to support client success at scale.

Key Responsibilities
1. Strategic Client Leadership
Own the service experience for a portfolio of MAS HCM clients, ensuring alignment to client business goals and workforce strategies




Establish and maintain executive-level client relationships, acting as a trusted advisor
Drive client retention, growth, and advocacy through differentiated service delivery
Represent the voice of the client in enterprise initiatives, influencing product and service enhancements

2. Service Strategy & Delivery
Define and execute enterprise service strategies tailored for complex HCM clients
Ensure delivery against SLAs, service quality standards, and client expectations
Lead continuous improvement initiatives leveraging analytics, client insights, and operational data
Partner cross-functionally to drive seamless end-to-end client lifecycle support

3. Operational Excellence
Oversee performance across teams, including client satisfaction, case resolution, productivity, and quality metrics
Drive data-informed decision-making through analysis of performance trends and service insights
Optimize resource allocation and service models to addr

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