**Introduction** You will define and drive the strategic direction of OtC transformation across the client portfolio. This senior managerial role involves thought leadership, client advisory, and operational oversight, with a focus on delivering measurable business impact through innovation and excellence. **Your role and responsibilities** * Drive transformation activities across OtC subprocesses with focus on Customer Service * Design Customer Service best in class process across multiple markets * Develop and execute the OtC transformation strategy, aligning it with broader organizational goals and market dynamics. * Lead multiple transformation projects, ensuring consistency, scalability, and value delivery. * Serve as a trusted advisor to executive stakeholders, guiding them through complex process redesign and technology adoption. * Champion innovation through cognitive tools, intelligent workflows, and automation platforms. * Monitor industry trends and proactively adapt transformation approaches to evolving client needs. **Required technical and professional expertise** * 10+ years of experience in OtC transformation, consulting, or senior delivery roles. * Fluent English. * Proven success in leading large-scale transitions and transformation programs with measurable outcomes. * Mastery of OtC processes and technologies including SAP ECC, HighRadius, and IBM platforms. * Strategic thinker with deep expertise in OtC operations and emerging technologies. * Consultative, and sales capabilities with executive-level communication skills. * Expertise in managing cross-functional teams and complex stakeholder environments. * Open to occasional travel to support global client engagements and strategic workshops. IBM is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.