Introduction
As a Business Sales & Delivery Executive, you will support IBM's consistent growth by bringing to the table your business development, sales, account management, and delivery skills. Picture yourself working with a highly motivated, highly successful team with a proven sales record in IBM's top technologies. If you're ready to bring insights and experience in areas such as IoT, Blockchain and digital transformation, we are ready to offer you a best in class career development.
Your Role and Responsibilities
As a critical member of our senior leadership team, you will be responsible for ensuring the delivery of high-quality services, efficient resource management, effective issue resolution, and oversight on compliance and audit. You will play a key role in driving continuous improvement and automation across all areas of the account, while also managing a team of account leaders.
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1. Delivery Management
• Lead a group of accounts, ensuring optimal service delivery performance and efficient resource management
• Responsible for delivery of services that contribute significantly to achievement of customer satisfaction, cost, expense and other business objectives.
• Collaborate with internal stakeholders and external partners to ensure successful account delivery
2. People Management
• Responsible for providing direction to multiple managers, and high level direction to delivery employees.
• Develop and execute succession plans to ensure smooth leadership transitions
• Implement strategies to prevent attrition and improve employee retention
• Foster a positive and inclusive work environment
3. Continuous Improvement and Automation
• Develop and implement improvement efforts on all areas of the account based on specific priorities and action plans
• Achieve Continuous Improvement (CI) targets and ensure accountability
• Collaborate with account teams and stakeholders to identify and implement automation or transformation opportunities
4. Critical Issue Resolution (Crit Sit)
• Lead the resolution of critical issues affecting account performance or client satisfaction
• Coordinate with account teams, internal stakeholders, and external partners to resolve issues
• Develop and implement corrective actions to prevent recurrence
5. Compliance and Audit (internal and external)
• Ensure compliance with IBM's policies, procedures, and regulatory requirements
• Identify and mitigate potential compliance risks
• Collaborate with internal and external auditors to ensure successful audit outcomes
Required Technical and Professional Expertise
With at least 15 Years experience in the following field:
- Relevant skills and experience in BPO or similar industry, preferably with experience managing in a multi-client environment
- Strong business operations knowledge in HR delivery services
- Practice Leader for Talent Transformation end to end (Payroll, EDM, ComBen,
- TA, Learning, HR Contact Center)
- Client Services Manager: someone who has managed a big SOW/project
- Business Development: someone who managed a portfolio of clients/accounts; also someone who had experience winning/implementing new deals
Preferred Technical and Professional Expertise
- Proven track record of success in leading high-performing teams and delivering results Excellent communication, leadership, and problem-solving skills
- Strong analytical and strategic thinking skills
- Ability to work in a fast-paced environment and prioritize multiple tasks and projects