Korean Bilingual Learning & Process Specialist

IBM; Philippines; On-site; PHP 1,339,000 - 2,009,000; Full time

Job summary

IBM Consulting in the Philippines seeks a seasoned Service Delivery Manager to oversee client delivery quality and SLAs across accounts. You will lead cross-functional teams, monitor performance metrics, and drive process improvements while ensuring governance and risk controls are followed.

You will coordinate change management activities, support business continuity planning, and mentor practitioners to deliver reliable service to clients.

Qualifications

• Ability to prioritize tasks, manage multiple priorities and tight deadlines.
• Highly organized, analytical, results-oriented and has keen on details.
• Executive-level communication (written and verbal), influencing and project management.

Responsibilities

• Service Delivery Management: Ensure all SLA s are met across account or region handled.
• Performance Metrics: Review, report and manage team's performance metrics – SLA, internal measures, utilization/cost, productivity, QA, etc.
• Documentation Update: Ensure all process documents are up-to-date to reflect how current processes are being performed.
• Team Meetings: Organize and conduct regular team meetings to cascade information and gather inputs.
• Volumes Management: Monitor team's incoming work and any open balance for the day including peaks & valley.
• Escalation Process: Act as the primary point of contact for general issues/queries raised in process(es) covered.
• Business Controls: Ensure that business control guidelines are followed and implemented.
• Issue Resolution and RCA: Perform Root Cause Analysis (RCA) and close action items.
• Training: Educate new and current team members and provide coaching.
• Change Management: Receive PCR/RFS and coordinate with stakeholders; maintain tracking.
• Financial Management: supports the CSM/HRDM in managing financial performance of the account.
• Quality Assurance: Review QA metrics and take corrective actions.
• Process Improvement: Identify opportunities and implement improvements.

Skills

Prioritization

Leadership

Analytical skills

Executive communication

Project management

Stakeholder engagement

Education

Bachelor's Degree

Job description

IBM Consulting in the Philippines seeks a seasoned Service Delivery Manager to oversee client delivery quality and SLAs across accounts. You will lead cross-functional teams, monitor performance metrics, and drive process improvements while ensuring governance and risk controls are followed.

You will coordinate change management activities, support business continuity planning, and mentor practitioners to deliver reliable service to clients.