Introduction
In this role, you'll work in one of our IBM Consulting Client Innovation Centers (Delivery Centers), where we deliver deep technical and industry expertise to a wide range of public and private sector clients around the world. Our delivery centers offer our clients locally based skills and technical expertise to drive innovation and adoption of new technology.
In this role, you will work for IBM BPO, part of Consulting that, accelerates digital transformation using agile methodologies, process mining, and AI-powered workflows.
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, preferably with experience managing in a multi-client environment
- Client facing skills handling BPO accounts - current and new potential clients
- Strong business operations knowledge and delivery experience in HR Talent Acquisition
- Practice Leadership in HR Talent Acquisition Optimization
- Client Services Manager: someone who has managed a 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