The posting
A career in IBM Consulting is built on long-term client relationships and close collaboration worldwide. You'll work with leading companies across industries, helping them shape their hybrid cloud and AI journeys. With support from our strategic partners, robust IBM technology, and Red Hat, you'll have the tools to drive meaningful change and accelerate client impact. At IBM Consulting, curiosity fuels success. You'll be encouraged to challenge the norm, explore new ideas, and create innovative solutions that deliver real results. Our culture of growth and empathy focuses on your long-term career development while valuing your unique skills and experiences.
We are seeking a Senior HR Transformation Leader to lead complex client transformation engagements and establish scalable transformation approaches across our Center in the Philippines. The role supports a portfolio of business process outsourcing (BPO) and business operations services and will focus on improving HR service delivery, operational efficiency, employee and candidate experience, and client outcomes.
This role will lead HR transformation across areas such as Talent Acquisition, onboarding, employee services, workforce administration, learning, and talent management. The successful candidate will assess HR processes and operating models, identify performance gaps and transformation opportunities, and develop practical roadmaps involving process redesign, AI, automation, analytics, workflow, self-service, and HR technology.
The role is accountable for leading multiple transformation workstreams or large-scale initiatives, managing senior client relationships, overseeing delivery governance, and ensuring transformation benefits are realized. Similar to the Quality Leader role, this position will use operational insights and performance data to drive sustainable service improvement across a complex BPO environment.
Key Responsibilities
• Lead HR transformation engagements, programs, and workstreams across client accounts, HR process domains, or business operations portfolios.
• Serve as a trusted advisor to senior client stakeholders, operational leaders, and internal teams on HR operating models, service-delivery strategy, process maturity, and transformation priorities.
• Lead assessments of end-to-end HR processes, including Talent Acquisition, onboarding, employee services, HR administration, learning, workforce administration, and talent management.
• Analyze process performance, service levels, cycle times, quality findings, manual effort, volumes, rework, employee or candidate feedback, and operational risks to identify transformation opportunities.
• Develop transformation strategies, future-state process designs, target operating models, business cases, prioritized roadmaps, and implementation plans.
• Identify and prioritize opportunities to simplify, standardize, digitize, automate, or redesign HR processes to reduce manual work, improve service quality, and create scalable delivery models.
• Assess and recommend the use of AI, automation, analytics, workflow tools, self-service capabilities, and HR technology platforms based on business value, feasibility, process readiness, risk, and client requirements.
• Establish program governance, including workstream plans, milestones, decision forums, risks, issues, dependencies, benefits tracking, and executive reporting.
• Lead client workshops, transformation design sessions, steering committee discussions, and stakeholder reviews.
• Present transformation findings, strategic options, recommendations, implementation progress, risks, and realized benefits to senior client and internal stakeholders.
• Partner with HR operations, technology, data, change management, compliance, and delivery teams to translate transformation recommendations into practical solutions.
• Oversee implementation readiness, testing, transition planning, change-management activities, adoption, and post-implementation benefit reviews.
• Define and monitor transformation measures, including service levels, cycle times, quality, cost, automation rates, adoption, employee experience, candidate experience, and client outcomes.
• Lead, coach, and develop transformation consultants and project resources, building capability in HR process improvement, technology enablement, and client delivery.
• Support business development through transformation proposals, solution design, estimates, client presentations, and thought leadership.
• Promote a culture of continuous improvement, innovation, accountability, and client-focused delivery across the Center.
• Significant experience in HR transformation, HR operations, business transformation, process improvement, management consulting, or a related discipline within a BPO, shared-services, or business operations environment.
• Demonstrated experience leading complex transformation programs, multiple workstreams, or client-facing initiatives across HR processes, teams, or business functions.
• Strong understanding of end-to-end HR processes, service delivery models, operating models, process controls, and high-volume operational environments.
• Experience assessing current-state processes and developing future-state designs, transformation roadmaps, business cases, and implementation plans.
• Proven experience leading senior client and internal stakeholder engagements, including workshops, governance forums, executive presentations, and decision-making discussions.
• Experience using operational data, performance insights, root-cause analysis, and stakeholder feedback to identify and prioritize improvement opportunities.
• Experience leading process redesign and technology-enabled change involving AI, automation, analytics, workflow, self-service, or HR platforms.
• Experience in a BPO environment is preferred, particularly in HR operations, outsourced service delivery, high-volume or multi-client operations, or client-facing transformation programs.
• Experience leading, coaching, and developing project teams or transformation resources.
• Strong analytical, communication, stakeholder-management, program leadership, and decision-making skills.
• Bachelor’s degree in Human Resources, Business, Operations, Technology, or a related field, or equivalent professional experience. Relevant HR, process-improvement, project-management, agile, or consulting certifications are an advantage.
Core Competencies
• Transformation leadership: Sets direction and leads complex HR transformation programs that deliver measurable client, employee, and business outcomes.
• HR process and operating-model expertise: Applies a strong understanding of HR processes, service delivery, controls, and operating models to identify practical transformation opportunities.
• Client advisory and stakeholder influence: Builds trusted relationships with senior client and internal stakeholders and communicates complex recommendations clearly.
• Technology and innovation mindset: Evaluates AI, automation, analytics, workflow, self-service, and HR technology based on practical business value and process requirements.
• Program and delivery governance: Oversees multiple workstreams, risks, dependencies, milestones, decisions, and benefits realization across complex initiatives.
• Data-driven insight: Interprets operational data and feedback to identify root causes, recurring issues, performance trends, and improvement opportunities.
• Continuous improvement: Turns transformation findings into practical actions and tracks improvements through to sustained results. Quality Leader_B9.docx
• People leadership: Leads, coaches, and develops high-performing transformation teams while promoting consistent delivery standards.
• Business and customer focus: Connects HR process transformation to service quality, employee and candidate experience, client satisfaction, and operational performance.
