**Introduction** At IBM, work is more than a job - it's a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you've never thought possible. Are you ready to lead in this new era of technology and solve some of the world's most challenging problems? If so, lets talk. **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 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 delivery. 2. 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. 3. 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. 4. 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. 5. 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 **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 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.