Operations Leader​/Delivery Executive

Introduction

The Operations Leader is accountable for the overall management of and delivery of services for our financial industry client. Influence people and organizations, including executive management, when issues are complex/difficult and require considerable diplomacy. Adapt communications and approaches to conclude negotiations with various partners, resulting in common agreements. Activities are subject to business measurements, impact customer satisfaction, and impact functional, business unit, or country costs or expenses.

• The Operations Leader will develop the strategic direction of the account as it relates to function and business unit.

• Participates in, and supports, the tactical service delivery account plan and participates in strategic account planning, as appropriate.

• Understands client requirements and assists in setting program objectives.

• Learns and participates in IBM selling techniques to identify business opportunities with the client.

• Familiar with operational support requirements, service level objectives, measurement tracking, and able to accurately report status to appropriate levels of management.

• Performs service delivery Crisis Management, maintains an audit ready posture and meets all business control requirements.

• Manages global delivery resources and services, if applicable.

• Focus on client relationship management, delivering on commitments to clients and achieving financial objectives of profitable revenue growth while creating an environment for growth and innovation.

• Establishes, maintains and improves the client relationship regarding all aspects of the contracted services as the representative of IBM. Ensures service delivery customer satisfaction objectives, contract cost targets and service level agreements are met and maintains a strong client partnership on C-Level.

• Leads service delivery team according to defined scope of services, statements of works, documents of understanding (DOU), and intercompany agreements (ICA).

• Effectively meets commitments, able to identify issues and recommends appropriate trade off decisions.

• Understands and supports IBM’s delivery strategy and can translate this into customer/account beneficial improvements.

• Influences Functional Strategy

• Deep Understanding of End-to-End Processes

• Experience with managing and overseeing daily operations for banking and insurance clients, ensuring delivery of services in line with client expectations and agreed service levels.

• Deep expertise in banking operations and associated risk elements, with the ability to make informed decisions that significantly impact multiple and diverse operations and product lines.

• Experience with Process Improvement Initiatives

• Experience in identifying service gaps and opportunities for process improvements, reviewing operating procedures and SLAs for core banking clients, and providing recommendations for enhancing process efficiency and effectiveness.

• Familiarity with Compliance and Audit Requirements

• Experience with introducing measures and enhancing existing controls to ensure transactions are processed according to client policies, procedures, and audit and compliance requirements.

• Experience in participating in product and procedural discussions and developments with global offering teams, and supporting new initiatives to drive business growth and excellence.

Experience in Banking Customer Service Operations preferred

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.