Job DescriptionJob Title: Sr. Director, Client Services – Major Account Services (MAS)
nFunction: Client Service
nBusiness Unit: Major Account Services (MAS)
nLocation: Pune
nPosition Summary
nThe 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.
nThis 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.
nThe 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.
nKey Responsibilities
n1. Strategic Client Leadership
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- Own the service experience for a portfolio of MAS HCM clients, ensuring alignment to client business goals and workforce strategiesn




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

n2. Service Strategy & Delivery
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- Define and execute enterprise service strategies tailored for complex HCM clientsn
- Ensure delivery against SLAs, service quality standards, and client expectationsn
- Lead continuous improvement initiatives leveraging analytics, client insights, and operational datan
- Partner cross-functionally to drive seamless end-to-end client lifecycle supportn

n3. Operational Excellence
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- Oversee performance across teams, including client satisfaction, case resolution, productivity, and quality metricsn
- Drive data-informed decision-making through analysis o

📌 Sr. Director (Pune)
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📍 Pune