Talent Ops Cluster Leader

IBM; Quezon City; On-site; PHP 2,000,000 - 4,200,000; Full time

Job summary

IBM Consulting in the Philippines seeks a senior leader to guide delivery across multiple client accounts from the Quezon City office. You will oversee delivery quality, resource management, issue resolution, and audit readiness, ensuring alignment with IBM standards and client expectations.

You will lead account leaders, drive continuous improvement, collaborate with internal and external partners, and cultivate a positive, high-performance team culture while advancing IBM's hybrid cloud and AI

Qualifications

• Experience in BPO or similar industry with multi-client management.
• Strong business operations knowledge in Finance delivery services.
• Strong business operations knowledge in HR delivery services.
• Proven track record leading high-performing teams and delivering results.
• Excellent communication, leadership, and problem-solving skills.
• Strong analytical and strategic thinking skills.

Responsibilities

• Delivery management across multiple accounts with optimal service delivery.
• Direct multiple managers and coordinate delivery teams.
• Drive transformation and continuous improvement across the account.
• Lead critical issue resolution to maintain client satisfaction.
• Ensure compliance with IBM policies and regulatory requirements; support audits.

Skills

BPO experience

Finance delivery

HR delivery

Team leadership

Communication

Problem-solving

Analytical thinking

Strategic thinking

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.

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