Senior Manager(HR Contact Center)

The posting

A career in IBM Consulting embraces long-term relationships and close collaboration with clients across the globe. In this role, you will work for IBM BPO, part of IBM Consulting, which accelerates digital transformation through agile methodologies, process mining, and AI-powered workflows.

You will collaborate with clients across multiple industries to support their HR transformation journeys and employee service delivery objectives. Through IBM's strategic partner ecosystem and technology platforms, including IBM Software and Red Hat, you will help deliver exceptional employee experiences, operational excellence, and measurable business outcomes.

At IBM Consulting, curiosity and continuous learning are key to success. You will be supported by mentors and leaders who encourage innovation, challenge conventional thinking, and foster professional growth. Our culture emphasizes collaboration, empathy, and continuous development while valuing the unique skills and perspectives every employee brings to the organization.

As a Senior Manager – HR Contact Center, you will be responsible for leading and overseeing end-to-end HR Contact Center operations, ensuring delivery excellence, employee satisfaction, operational efficiency, compliance, and continuous improvement across the service delivery organization.

The role requires strong leadership, stakeholder engagement, strategic planning, operational governance, and people management capabilities. You will be accountable for achieving service delivery objectives, driving transformation initiatives, managing client relationships, and developing high-performing teams while ensuring exceptional employee experience across all HR service channels.

This role offers an excellent opportunity to lead large-scale HR Shared Services operations, influence strategic decision-making, and drive innovation within a global service delivery environment.

· Provide overall leadership and strategic direction for HR Contact Center operations.

· Own end-to-end service delivery across employee support channels, including voice, email, chat, and case management platforms.

· Drive operational excellence by ensuring achievement of Service Level Agreements (SLAs), quality metrics, productivity targets, and employee satisfaction goals.

· Lead and develop a team of managers, assistant managers, and operational teams while fostering a high-performance culture.

· Act as the primary escalation point for critical service delivery issues and ensure timely resolution of business-critical employee concerns.

· Build and maintain strong relationships with clients, business leaders, HR stakeholders, and support functions.

· Lead governance meetings, operational reviews, and business update discussions with senior stakeholders.

· Develop workforce strategies, capacity plans, and resource allocation models to support business requirements and growth.

· Monitor operational performance through dashboards, scorecards, KPIs, and management reporting.

· Drive process improvement, automation, digital transformation, and self-service adoption initiatives within HR Contact Center operations.

· Analyze employee interaction trends and operational data to identify opportunities for service enhancement and efficiency gains.

· Ensure compliance with organizational policies, HR processes, data privacy requirements, audit controls, and regulatory requirements.

· Lead risk management activities and drive Root Cause Analysis (RCA) and Corrective and Preventive Action (CAPA) plans for service delivery issues.

· Partner with HR Centers of Excellence, HR Business Partners, Payroll, Benefits, Global Mobility, and other stakeholders to improve employee experience.

· Support business transitions, organizational change initiatives, and transformation programs.

· Promote employee engagement, succession planning, talent development, and continuous learning across the organization.

· Excellent verbal and written communication skills in English.

· Exceptional stakeholder management and client relationship skills.

· Strong leadership, coaching, mentoring, and team development capabilities.

· Proven ability to manage large teams and multiple layers of leadership.

· Strong business acumen and operational decision-making capabilities.

· Excellent analytical, problem-solving, and strategic thinking skills.

· Ability to drive organizational change and transformation initiatives.

· Strong conflict resolution and escalation management skills.

· Advanced proficiency in MS Office applications and operational reporting tools.

· Ability to interpret operational data and translate insights into business outcomes.

· Strong project management and organizational skills.

· Demonstrated ability to influence stakeholders at all levels of the organization.

· Experience leading global HR Shared Services or HR Contact Center organizations.

· Exposure to workforce management, resource planning, quality, training, or operational excellence functions.

· Knowledge of Lean, Six Sigma, Continuous Improvement, or Operational Excellence methodologies.

· Experience implementing HR technologies, case management systems, chatbots, automation, or AI-enabled service delivery solutions.

· Experience supporting large multinational clients and global employee populations.

Additional Information / Pre-Employment Requirements:

· Selected candidates will be required to undergo a comprehensive background verification process. This verification may take up to 6 weeks to complete, and employment will be subject to successful clearance.

· This role operates in a global service delivery environment and may require flexibility to support multiple regions and time zones.

· Occasional travel may be required based on business and client requirements.

· Candidates should have experience leading geographically dispersed teams and managing multiple stakeholder groups.