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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 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.
Key Responsibilities
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
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 apositive and inclusive work environment
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
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
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
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
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
