Job description
This role constructs partnerships between clients, team IBM, vendors, and subcontractor organizations and manages the implementation of these partnerships to address business opportunities for the IBM Corporation. They have equally balanced skills in five key general management areas of client relationship management, consultative selling, financial / business management, portfolio / program management and team / people management. Be the primary focal point and owner for all activities on a large complex contract. Accountable for meeting revenue, profit, and growth objectives and for improving overall customer satisfaction targets. Responsible to build and maintain strong client relationships at all levels with the objective of being a trusted business partner. Proactively work with client to identify their business objectives, priorities and directions, critical success factors and applies this knowledge to establish and implement an Account Strategy. They translate customer requirements into formal agreements, establishing specific solutions, and leading the efforts that culminate in client acceptance of the results.They have overall responsibility for their contractual cost, schedule, and contractual deliverables. They manage IBM resources and coordinates client resources to deliver services and solutions to support the client organization. They are recognized for business acumen by the customer set they support.
Roles & Responsibilities;
 Manage CRM business spanning across multiple processes like; Voice IB / OB, Chat, Email Support.
 Complete end to end responsibility of account delivery
 Responsible for delivering against client SOWs and SLAs
 Operations leadership for establishing processes, metrics identifications and reporting
 Ensure roll out of all centre standards on Quality, Controls & Compliance and all pertinent house keeping items for the account
 Deliver to the Continuous Improvement Objectives for the account
 Understanding and deploying appropriate IBM tools and assets
 Client relationship management: Manage relationships with customers at the senior and middle management level and ensure customer satisfaction
 Establish and maintain robust tracking mechanism for key indicators of the operations to support decision-making
 Responsible for tracking and driving all process parameters ‘critical to process’ & ‘critical to quality’ for process delivery
 Work with HR in the career development activities for team members, team leaders and managers, including performance management, feedback and training
 Ensure adequate guidance & training of team members to ensure process objectives & Customer requirements are met
 Responsible for working with the cross functional teams to ensure successful delivery of the account managed
 Ensure 100% compliance of all controls by the delivery team
 Produce timely and effective client reports and IBM internal management reports to present the performance of the account
 Ensure delivery of the account per the contract and DOU signed with the customer
 Build and develop effective working relationship with the account PEs
 Constantly look for and create opportunities of growth of the account
Job Requirements;
• 7+ years working experience, experience with outsourcing business will be a plus.
• 3+ years experience as an operations leader, which managed 50 members at least.
• Knowledge of project management.
• Speaking, Hearing, Reading and Writing in Japanese fluently.
• Reading and writing in English as business level.
• Using following office work software – Microsoft Office, Microsoft Project, Lotus Notes, Lotus Sametime Connect.
Qualifications;
• MBA from a reputed institute.
• Six Sigma Green Belt, PMP
Required
Bachelor's Degree
At least 3 years experience in BPO Industry Knowledge
At least 5 years experience in Project Mgt
English: Fluent
Japanese: Fluent
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