Introduction
At IBM, work is more than a job - it's a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you've never thought possible. Are you ready to lead in this new era of technology and solve some of the world's most challenging problems? If so, lets talk.
Your Role and Responsibilities
As a Upline Manager, you will lead and support a team of 10-12 First-Line Managers, drive operational excellence, and foster a collaborative and positive work environment. This second-line management position requires a strategic thinker with exceptional leadership, communication, and problem-solving skills.
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Key Responsibilities:
• Leadership and Guidance: Provide comprehensive guidance and support to first-line managers, promoting effective decision-making and empowering them to excel. Facilitate regular team meetings to encourage knowledge sharing, best practice adoption, and conflict resolution.
• Operational Oversight: Oversee and coordinate daily operations to ensure efficiency, quality, and productivity. Identify areas for improvement and spearhead initiatives to optimize processes, service quality, and employee engagement.
• Conflict Resolution and Issue Management: Handle conflicts and issues that arise, engaging with IBM Executives as necessary to resolve critical situations. Foster a collaborative and positive work environment by promoting open communication, active listening, and constructive feedback.
• Organizational Development: Lead center-level projects across various domains, collaborating with other leaders to drive organizational growth, innovation, and positive change. Identify improvement opportunities and devise and implement initiatives to promote organizational development and employee growth.
• Strategic Planning: Contribute to the development of strategic plans and goals that align with IBM's global objectives. Ensure effective communication and implementation of plans across the team and organization.
• Client Satisfaction: Oversee client satisfaction, ensuring that clients are satisfied with the service and that any issues are promptly addressed and resolved.
• Escalation Prevention: Oversee and prevent management escalations by proactively identifying and addressing potential issues, ensuring client satisfaction, and minimizing the risk of negative feedback or complaints.
• Strategic Planning: Contribute to the development of strategic plans and goals that align with IBM's global objectives. Ensure effective communication and implementation of plans across the team and organization.
Required Technical and Professional Expertise
• Office Tools: Proficiency in Microsoft Office, specifically Excel, PowerPoint, and Word.
• Agile Methodology: Understanding of Agile principles and practices, with experience in implementing Agile methodologies in a team setting.
• Growth Behaviours: Demonstrate the following growth behaviors:
+ Customer-obsessed: Focus on delivering exceptional customer experiences.
+ Collaborative: Work effectively with cross-functional teams to achieve shared goals.
+ Innovative: Encourage creativity, experimentation, and calculated risk-taking.
Fluent English
Preferred Technical and Professional Expertise
• Strong leadership, communication, and interpersonal skills.
• Ability to work effectively in a fast-paced environment, prioritizing multiple tasks and deadlines.
• Experience in operations management, organizational development, and conflict resolution.
• Strong analytical and problem-solving skills, with the ability to identify opportunities for improvement and implement effective solutions.