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Manager-Stakeholder Management & Customer Relation

Location:  Gurugram
|
Dec 5, 2025

Job Description

Job Purpose

  • Build and maintain strong stakeholder relationships by aligning engagement strategies with business objectives.

  • Enhance customer experience through effective communication, issue resolution, and proactive support to drive loyalty.

  • Act as a strategic link between stakeholder expectations and internal operations, fostering collaboration and continuous improvement.

 

Key Accountabilities

  • Stakeholder Engagement & Analysis: Conduct stakeholder analysis, identify priorities, and develop tailored engagement plans benchmarked against industry practices.

  • Conflict Resolution & Collaboration: Partner with cross-functional teams to resolve concerns constructively and achieve mutually beneficial outcomes.

  • Invoice Management & Compliance: Monitor invoice processing, validate billing accuracy, ensure contractual alignment, and resolve discrepancies.

  • Documentation & Compliance: Maintain records of compensation and invoices; support audits, reviews, and adherence to policies/regulations.

  • Communication & Issue Resolution: Liaise with stakeholders to clarify concerns and ensure smooth resolution of service and financial issues.

  • Process Optimization: Identify workflow improvements, contribute to SOP development, and enhance operational efficiency.

  • Additional Responsibilities: Undertake standalone projects or regular tasks as agreed with reporting officer and HR.

 

Skills Required

  • Strategic foresight and business acumen

  • Analytical mindset with attention to detail

  • Strong interpersonal, people, and team management skills

  • Innovative, creative, and customer-centric approach

  • Proven stakeholder management expertise

 

Key Performance Indicators

  • Compliance & Process Improvement: Adherence to policies, contracts, and regulations; active contribution to SOP enhancements; structured resolution of stakeholder concerns.

  • Invoice & Contractual Management: Timely validation and forwarding of invoices; accuracy in tracking and reconciliation; proactive resolution of discrepancies.

 

Key Interfaces

  • Internal: CX teams, grievance handling, finance, and airport operations for effective decision-making and smooth payouts.

  • External: Consultants and stakeholders to ensure efficient business processes.

 

Education & Experience Requirements

  • Minimum Education: CA / CMA / MBA or Master’s degree from Tier 1 institution. Experience with major accounting/audit firms is an advantage.

  • Experience:

    • Professional qualification: Minimum 3+ years, Desired 5 years.

    • Master’s degree: Minimum 5+ years, Desired 7 years.

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