Global Performance Manager
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.
In this role, you'll work in one of our IBM Consulting Client Innovation Centers (Delivery Centers), where we deliver deep technical and industry expertise to a wide range of public and private sector clients around the world. Our delivery centers offer our clients locally based skills and technical expertise to drive innovation and adoption of new technology.
Your role and responsibilities
The Performance Manager plays a critical role in the Business Process Outsourcing (BPO) Delivery team by ensuring the effective and efficient management of client service delivery. This role is responsible for driving performance improvement initiatives, strengthening a culture of continuous learning, and implementing strategies that enhance operational excellence, customer satisfaction, and business growth.
This position requires a strategic thinker who thrives in a dynamic, fast-paced environment, and who is committed to delivering exceptional results and driving continuous improvement.
Key Responsibilities:
Your Role and Responsibilities :
1. Resolve Performance Gaps: Leverage on expertise to teach delivery managers how to resolve performance gaps. This would include diagnosing root cause and leveraging best practices to resolve the performance concern, then assess the existing structure to ensure the delivery team's ability to maintain results.
2. Process Improvement: Identify areas for operational efficiency improvements, implement process enhancements, and drive change management initiatives to optimize service delivery.
3. Project Management Support: Lead the execution of process improvement and transition projects, ensuring alignment with timelines, budgets, and quality standards. Employ project management best practices to mitigate risks, allocate resources effectively, and facilitate smooth transitions.
4. Transition Support: Play a pivotal role in managed services transitions, orchestrating cross-functional teams to guarantee minimal disruption and maximum value for clients. This encompasses training end-users, managing data / tool migrations, and optimizing new environments.
5. Team Leadership: Lead, mentor, and motivate a team of performance analysts, coaching them on best practices and continuous professional development.
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6. Client Relationship Management: Act as a key point of contact for clients, understanding their needs, and proactively managing expectations to ensure high levels of client satisfaction. Equipped with the ability to manage client expectations and handle expectations effectively.
7. Strategic Planning: Collaborate with senior management to develop annual operational plans and strategic initiatives to support business growth. Align team goals with business objectives.
8. Data Analysis: Conduct in-depth data analysis to identify trends, predict future performance, and provide actionable recommendations for improvement.
9. Quality Assurance: Implement and maintain quality assurance processes to ensure high standards of work and client satisfaction.
10. Risk Management: Anticipate potential risks, assess their impact, and develop mitigation strategies to minimize negative effects on service delivery.
11. Performance Monitoring and Reporting Regularly monitor and analyze performance metrics, KPIs, and service level agreements (SLAs) to ensure they meet or exceed client expectations and internal standards. Generate detailed reports and present insights to stakeholders.
12. Your Learning - Management of Key Programs. This role requires the manager to be experienced in Your Learning Programs - DPE Academy, Transformation Consultancy, DPE Certification. Analyzing and reporting using downloads from YL to report out on progress. Certifications of completion and development of learning programs is key. Generating PowerPoint presentations and excel reports that are detailed is required and reporting to leadership on a schedule.
Required education
Bachelor's Degree
Preferred education
Bachelor's Degree
Required technical and professional expertise
• Experts in the Contact Center standards and best practices.
• At minimum 10 years' experience in a senior role in a contact center.
• Proven experience in a performance management role within the BPO industry, preferably in a leadership capacity.
• Experience and knowledge in creating continuous improvement programs in a BPO environment.
• Extensive Training and Quality Management Knowledge and Experience to lead teams to improvement or establish governance and cadence programs.
• Excellence in delivering leadership development and continuous improvement programs
• People Management Skills: Excellent in conflict resolution and employee engagement best practices as well as coaching and mentoring skills.
• Excellent analytical skills, with the ability to interpret complex data and translate it into meaningful insights.
• Strong understanding of BPO operations, methodologies, and best practices.
• Excellent communication, presentation and interpersonal skills, with the ability to build strong relationships with both internal teams and clients.
• Ability to travel as required to meet clients or visit operational sites.
• Competency in project management methodologies would be beneficial.
• Experienced in Operations management: SLA/KPI management and reporting, process improvement and optimization
• Experienced in Change Management
• Knowledgeable in quality frameworks and driving continuous improvement initiatives.
• Trained in adult learning (particularly in BPO if possible)
• Trained and experienced with eLearning and remote learning
• Experience with Your Learning, Future Skills, Spaces, Publisher and other IBM tools and learning systems.
• Attention to detail as there is reporting required
• Excellent Excels Skills able to pull reports into Excel and manipulate into proper format and distribute
• Skilled in Module Development and Content Creation
Training in AI/Assistants ICA's is a must
Trained in Adult Learning
Bachelor's Degre e
Project Management or other designation would be a bonus
Preferred technical and professional experience
• Strong verbal and written communication skills
• Excellent presentation skills
• Effective interpersonal skills
• Excellent Organizational and Time Management Skills
• Excellent people management skills
• Strong problem solving skills
• Strong skills in all MS Office packages, PowerBI
• Demonstrated ability to manage across organization and/or divisional boundaries to develop solutions using analysis of data
• Ability to apply advanced analytical capabilities where problems are unusual, difficult, conflicting and require multidimensional consequence analysis
• Proficiency in developing Assistants, ICA's, and daily use of AI to reduce administrative tasks and increase productivity
• Proficiency in Contact Center Management tools (i.e. Genesys, Avaya, Salesforce, NICE InContact, ServiceNow etc.)
• Familiar with standard concepts, practices and procedures for program and project management
Preferred Behaviors:
- A self-initiating, independent thinker who is able to suggest and develop both long-term business solutions and short-term tactical strategies and plans
- Able to work with others in a highly collaborative way: listens to others' input, values outside perspectives that may be different or unique from his/her own expertise, builds stakeholder relationships before finalizing plans, continuously seeks feedback
- A proactive, approachable individual able to command respect from senior leaders, peers, and subordinates
- Ability to develop and nurture relationships with business leaders
ABOUT BUSINESS UNIT
IBM Consulting is IBM's consulting and global professional services business, with market leading capabilities in business and technology transformation. With deep expertise in many industries, we offer strategy, experience, technology, and operations services to many of the most innovative and valuable companies in the world. Our people are focused on accelerating our clients' businesses through the power of collaboration. We believe in the power of technology responsibly used to help people, partners and the planet.
YOUR LIFE @ IBM
In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.
Being an IBMer means you'll be able to learn and develop yourself and your career, you'll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.
Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.
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ABOUT IBM
IBM's greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.
Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we're also one of the biggest technology and consulting employers, with many of the Fortune 500 companies relying on the IBM Cloud to run their business.
At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it's time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.
IBM 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, genetics, pregnancy, disability, neurodivergence, age, or other characteristics protected by the applicable law. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
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