- Posted 06 September 2023
- Job type Full-Time
Paid Parental Leave
Return to Work Policy
Flexible Working Arrangements
Leadership Development Program
Raise Numbers Of Women In Leadership
Internal Women's Networking Group
Equal Pay Initiatives
The Process Delivery Specialist is essential to the ongoing profitable operations for one of the most globally recognized and respected companies in the world. By overseeing our financial activities, you will enable IBM to continue to bring to market ground-breaking innovations such as Artificial Intelligence, Cognitive Solutions, Cloud Infrastructure, and Blockchain technologies, to name a few.
Your Role and Responsibilities
Act as translator during calls/meetings/training/transition.
Ensure all emails/DTPs are translated from Japanese to English and vise versa
Ensure delivery of requirement in accordance with contractual obligations; Attend contract renewal discussions.
Act as a liaison between Manila Team and Japanese Clients and be of support in building / maintaining good relationship with internal & external parties
Prepares RCA / Preventive actions for any errors/escalations raised by client; This can also include training materials, huddle agenda as well as meeting decks for the team to understand client requirement
Hold trainings for analysts/team to ensure process are carried out smoothly and free of errors
Attend daily/weekly/monthly cadences with client and Japan IBM counterparts and discuss Manila Performance Status/updates
Attend/hold Q&A or training sessions to ensure Manila Team understands and performs the process in accordance with client DTPs and requirement
Receive/make phone calls to Japanese clients including IBM Japan counterparts
Communications: Email, Chats (Slack), Phone Call (face to face meetings)
Support client visit, internal and external audit requirement
Ensure delivery of SLA/SLO targets by managing daily team performance to maintain/improve client trust (SLA: 100%; Accuracy Target 99.9%)
Discuss and negotiate SLA/SLO targets as needed.
Manage costs/financials and utilization of team to meet daily/monthly/yearly targets
Required Technical and Professional Expertise
Speaking, Writing, Listening, Reading in Japanese and English languages
Okay to work on a shifting schedule (Day, Mid, Night)
Willing to be assigned in Eastwood, Quezon City
Willing to work 100% onsite
Preferred Technical and Professional Expertise
At least 5 years of People Manager experience