Talent Ops Cluster Leader

IBM; Philippines; On-site; PHP 1,800,000 - 3,000,000; Full time

Job summary

IBM Philippines Consulting in Quezon City is seeking a Senior Delivery Lead to ensure high-quality service delivery, optimize resources, and resolve issues across multiple client accounts.

You will guide a team of account leaders, develop succession plans, and implement transformation initiatives to improve performance, cost efficiency, and client satisfaction. This role is 100% onsite at IBM Office.

Qualifications

• Relevant skills and experience in BPO or similar industry, preferably with experience managing in a multi-client environment.
• Strong business operations knowledge in Finance and HR delivery services.
• Proven track record of success in leading high-performing teams and delivering results.

Responsibilities

• Delivery of high-quality services and efficient resource management across multiple accounts.
• Lead a group of account leaders to ensure optimal service delivery performance.
• Drive continuous improvement and automation across the account.
• Ensure compliance and audit readiness with internal/external stakeholders.
• Collaborate with internal and external partners to achieve business objectives.

Skills

Delivery management

Team leadership

Strategic thinking

Problem solving

Communication skills

Change management

BPO industry experience

Audit and compliance

Education

Bachelor's Degree

Job description

Introduction

A career in IBM Consulting is built on long-term client relationships and close collaboration worldwide. You'll work with leading companies across industries, helping them shape their hybrid cloud and AI journeys. With support from our strategic partners, robust IBM technology, and Red Hat, you'll have the tools to drive meaningful change and accelerate client impact. At IBM Consulting, curiosity fuels success. You'll be encouraged to challenge the norm, explore new ideas, and create innovative solutions that deliver real results. Our culture of growth and empathy focuses on your long-term career development while valuing your unique skills and experiences.

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 a positive and inclusive work environment.


• Transformation and Continuous Improvement


• Develop and implement improvement efforts on all areas of the account based on specific priorities and action plans.


• Achieve transformation and continuous improvement targets and ensure accountability.


• Collaborate with account teams and stakeholders to identify and implement 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 a successful audit outcomes

Preferred Education

Bachelor's Degree

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 Finance delivery services


• 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.


• Work Location: IBM Office - Quezon City.


• Work Set-up: 100% Onsite