IntroductionIn 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 ResponsibilitiesAs 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 delivery2. 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 environment3. 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 opportunities4. 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 recurrence5. 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 outcomesRequired Technical and Professional ExpertiseWithat least 15 Yearsexperience in the following field:Relevant skills and experience inBPO, preferably with experience managing in amulti-client environmentClient facing skills handling BPO accounts - current and new potential clientsStrong business operations knowledge and delivery experience inHR Talent AcquisitionPractice Leadership in HR Talent Acquisition OptimizationClient Services Manager: someone who has managed aSOW/projectBusiness Development: someone who managed a portfolio of clients/accounts; also someone who had experiencewinning/implementing new dealsPreferred Technical and Professional ExpertiseProven track record of success in leading high-performing teams and delivering results Excellent communication, leadership, and problem-solving skillsStrong analytical and strategic thinking skillsAbility to work in a fast-paced environment and prioritize multiple tasks and projects