Commercial & Relationship Manager
Job Location:
Mississauga - Canada
Yearly Salary:
Posted:
Application Deadline:
Vacancies:
Job Summary
The purpose of this role is to increase revenue maximize process efficiency & cost-effectiveness and ensure excellent customer experience through effective leadership and supervision of daily operations and personnel strategy planning contract compliance resource optimization and capability development for an account.
- Maximize process efficiency and cost effectiveness through strategic planning contract compliance and governance mechanisms
- Strategy Planning with Senior Stakeholders & Clients
- Collaborate with leaders to provide strategic and operational plans associated with the account
- Plan the strategy for the coming years by identifying new geographies for alternate revenue streams
- Collaborate with clients and identify countries that need to be mapped to bring revenues for the same product
- Part of internal WIPRO leadership planning meeting to discuss revenue numbers for the account
- Report to global delivery account head on status of the account
- Ensure a deep enough understanding of clientsÃÂÂ individual experiences to head off potential issues before they become problems
- Contract compliance & adherence
- Ensure all SLA parameters are met in the account and maintain a green card at all times
- Review and drive appropriate actions/ systemic changes on internal and external audit findings to ensure no major non-compliances are cited
- Monitor and review the account on various delivery parameters to ensure quality delivery as per budget and timelines
- Delivery governance in the account
- Understand customer goals and key performance metrics and ensure exceeding those goals throughout the project
- Ensure a green card for all accounts in terms of performance and quality
- Monitor and review delivery dashboards/ MIS across accounts to track progress and identify potential red flags
- Participate and share account performance across operational quality and fulfillment parameters with internal and external stakeholders
- Lead and manage project escalations potential risks or early warning signs on project delivery to eliminate any revenue leakage
- Ensure regular invoicing as per the contract terms and condition
- Forecast and track key account metrics
- Invoicing
- Timely submission of invoices to the client as defined in the SOW
- Provide information required and resolve any invoicing issues raised by the client
- Work with internal teams by supporting activities such as RFP response doing use capability demonstrations and participating in the customer calls to sell solutions
- Identify opportunities for quick wins through automation and related initiatives in the account (wherever applicable)
- Collect and analyze statistics (costs customer service metrics etc.)
- Assume responsibility of budgeting and tracking expenses
- Ensure outstanding performance against key metrics mentioned in the agreement
- Regular cadence around contract compliance
- Evaluate performance with key metrics (accuracy customer service metrics etc.)
- Set direction for the team track progress against targets through regular cadence calls and course correct as required
- Drive the focus of the team on quality and adherence to contract compliance processes
- Drive and implement structured cadence around quality both process and transactional
- Cadence with delivery lead to ensure margins are met and the account numbers are at par to what is committed
- Weekly calls with WFM to ensure resource optimization compliance to the manpower numbers agreed in the contract future planning in case of ramp ups etc.
- Resource Allocation & Retention
- Conduct effective resource planning to maximize the productivity of resources (people technology etc.)
- Review and monitor resource planning and fulfillment in line with account requirements and costs of delivery
- Optimize manpower and minimize leakages by working closely with delivery head
- Ensure retention by offering relevant trainings and certifications of all allocated resources
- Lead one-on-one floor connect and other engagement activities to improve stickiness of the delivery team
- Collaborate and influence internal key stakeholders to manage and resolve issues to ensure fulfillment and flawless delivery of projects
- Regular cadence around contract compliance
ROLE OVERVIEW
The Commercial & Relationship Manager is the commercial integrator and trusted relationship lead for the account. The role connects client priorities with Wipro delivery finance legal procurement and partner teams while owning the accounts commercial and contractual health. The incumbent builds credibility across leadership the Vendor Management Office (VMO) operational stakeholdersand strategic suppliers; anticipates concerns; resolves disputes; and converts complex contractual and financial matters into clear decisions actions and measurable value.
KEY RESPONSIBILITIES
Client Relationship & Executive Stakeholder Management Build and sustain trusted relationships with customer VMO leadership IT and operational stakeholders. Establish regular governance understand stakeholder priorities communicate transparently manage expectations and act as an effective bridge between the customerand Wipro leadership.
Contractual Understanding & Management Interpret and govern master agreements SOWs schedules SLAs pricing mechanisms obligations and liabilities. Maintain a clear obligations register protect contractual positions and ensure decisions are supported by accurate records and audit trails.
Change Orders Disputes & Negotiations Lead commercial discussions on amendments change requests renewals claims and ageing disputes. Build fact-based positions align internal stakeholders negotiate balanced outcomes document decisions and drive actions to closure.
Vendor & Partner Relationship Management Manage the vendor lifecycle across strategic and tactical suppliers including sourcing support onboarding contractual governance performance reviews SLA/KPI monitoring renewals escalations and third-party risk. Balance service continuity cost risk and client commitments.
Airline & Ecosystem Stakeholder Coordination Support commercial and billing relationships across the airport ecosystem including airline stakeholders where applicable. Coordinate issue resolution clarify responsibilities and maintain dependable communication across multiple parties.
Cross-functional Leadership Partner with delivery finance legal procurement security project teams and offshore operations. Create shared ownership of commitments remove decision bottlenecks mentor team members and ensure timely high-quality execution.
Governance Reporting & Executive Communication Lead or support monthly and quarterly governance contract performance reviews and executive updates. Present concise decision-ready views of financials risks disputes vendor matters actions and emerging priorities.
Commercial Governance & Value Realization Own commercial performance across the account including budgeting forecasting P&L governance cost control rate-card validation invoicing true-ups and benefit tracking. Translate data into clear insights and recommendations for client and account leadership.
Compliance Controls & Audit Readiness Ensure engagements meet contractual regulatory security and internal control requirements. Maintain complete documentation approval evidence and an audit-ready commercial and contract repository.
SUCCESS MEASURES
Trusted stakeholder relationships clear governance and timely escalation of material issues.
Commercial outcomes delivered without compromising contractual compliance service continuity or long-term account relationships.
Accurate forecasts billing reporting and contract records with strong control discipline.
Renewals changes disputes and vendor actions progressed within agreed timelines.
Clear ownership across cross-functional teams and improved stakeholder confidence in Wipros responsiveness and advice.
CORE COMPETENCIES
Relationship Leadership Executive presence trust building stakeholder mapping influencing expectation management and conflict resolution. Commercial & Financial Acumen P&L budgeting forecasting billing cost control pricing rate cards and value realization. Contract & Risk Management MSAs SOWs schedules SLAs obligations liabilities change control negotiation and audit readiness.
Vendor & Ecosystem Governance
Supplier lifecycle sourcing renewals
performance escalations and third-party risk
management. Strategic Communication Concise executive reporting fact-based storytelling negotiation and decision facilitation. Leadership & Execution Cross-functional alignment team mentoring prioritization ownership and disciplined follow-through.
QUALIFICATIONS & EXPERIENCE
Chartered Accountant (CA) or CPA or MBA in Finance from a reputed institution.
Significant experience in client relationship management commercial/contract governance financial management vendor management or VMO functions within a large multi-year IT services or outsourcing environment.
Demonstrated ability to manage senior client relationships complex negotiations disputes and cross-functional decision-making.
Strong understanding of IT services commercials procurement supplier contracts SLAs change control billing and financial governance.
Strong executive communication analytical judgement influencing and team leadership skills.
Experience in a complex regulated airport transportation or multi-stakeholder operating environment is an advantage
Mandatory Skills: Project Management. Experience: >10 YEARS.The expected compensation for this role ranges from CAD 110000 to CAD 160000 . Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them we need people inspired by reinvention. Of yourself your career and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention. Wipro is committed to creating an accessible supportive and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities throughout the recruitment and selection process. Accommodations must be communicated in advance of the application where possible and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity.Required Experience:
IC
About Company
As a global leader, Wipro blends consulting and AI expertise across design, engineering and operations to accelerate business transformation and deliver future-ready technology.
