Director

Program Director / Global Client Partner

Position Summary

Seeking a seasoned Program Director and Global Client Partner with over 15 years of experience in business process outsourcing (BPO), Global Business Services (GBS), finance transformation, shared services, and strategic client management. Proven expertise in driving large-scale transformation programs, managing multi-million-dollar portfolios, owning P&L responsibilities, and developing long-term executive relationships with Fortune 500 organizations. Demonstrated success in revenue growth, account expansion, operational excellence, digital transformation, and global delivery leadership across North America, Europe, Latin America, and Asia.

Key Responsibilities

Strategic Client & Account Management

• Serve as executive sponsor and trusted advisor to C-suite stakeholders including CFOs, CIOs, and Shared Services leaders.
• Drive strategic account planning, client governance, and relationship management for global engagements.
• Lead account growth initiatives through cross-selling, upselling, renewals, and expansion opportunities.
• Manage executive-level escalations and ensure high levels of client satisfaction and retention.
• Direct large-scale global programs and service delivery operations across Finance & Accounting, HR Operations, Contact Centers, Procurement, and Shared Services functions.
• Manage complex portfolios exceeding $15M-$60M in annual value with accountability for delivery performance and business outcomes.
• Lead global teams of up to 750+ professionals across multiple delivery centers and geographies.
• Drive program governance, risk management, resource optimization, and continuous improvement initiatives.

Business Development & Revenue Growth

• Lead strategic sales pursuits, RFP responses, solution development, and contract negotiations.
• Identify market opportunities and develop growth strategies to expand existing and new client relationships.
• Drive multi-million-dollar deal wins, renewals, and scope expansions through consultative selling and value-based proposals.
• Collaborate with pre-sales, solutioning, and delivery teams to create differentiated client solutions.

P&L and Financial Management

• Own end-to-end portfolio P&L including budgeting, forecasting, revenue management, cost optimization, and margin improvement.
• Monitor financial performance and implement strategies to improve profitability and operational efficiency.
• Ensure commercial compliance, contract governance, and achievement of financial targets.

Transformation & Digital Enablement

• Lead enterprise-wide transformation initiatives focused on process excellence, automation, AI, RPA, analytics, and digital operations.
• Drive process re-engineering initiatives across Procure-to-Pay (P2P), Order-to-Cash (OTC), Record-to-Report (RTR), Accounts Payable, Accounts Receivable, and Shared Services functions.
• Implement automation solutions utilizing RPA, Power Automate, cognitive technologies, and data-driven insights.

Operational Excellence

• Establish and manage SLA/KPI frameworks ensuring high-quality service delivery.
• Drive Lean, Six Sigma, and best-practice methodologies to improve productivity and service quality.
• Lead workforce planning, talent development, succession planning, and employee engagement across global teams.
• Ensure compliance with governance standards, controls, and contractual commitments.

Required Qualifications

Education

• Bachelor's Degree in Commerce, Accounting, Economics, Finance, or related discipline.

Experience

• 20+ years of experience in BPO, GBS, Shared Services, Consulting, or Managed Services environments.
• Extensive experience managing large global delivery organizations and strategic client accounts.
• Proven track record of leading large transformation programs and managing multi-million-dollar portfolios.
• Experience working with global enterprises across manufacturing, energy, utilities, healthcare, banking, retail, consumer goods, and industrial sectors.

Core Competencies

• Strategic Account Management
• Executive Stakeholder Management
• P&L Ownership
• Business Development & Sales
• Contract Negotiation
• Shared Services & GBS Leadership
• Finance Transformation
• Digital Transformation & Automation
• Operational Excellence
• Global Delivery Management
• Change Management
• Risk & Governance Management
• Customer Success & Retention

HCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to for investigation.

A candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year.