Delivery Leader (RPO)

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. The Talent Acquisition Optimization (TAO) Delivery Leader is a senior leadership role responsible for the overall delivery, performance, governance, and strategic development Talent Acquisition Operations accounts within a BPO environment. The role ensures the delivery of high-quality, efficient, compliant, and scalable talent acquisition services in line with contractual commitments, SLAs, KPIs, financial objectives, and client expectations. The TAO Delivery Leader provides strategic direction to delivery teams and account leaders, serves as a senior client escalation point, and drives continuous improvement, transformation, and operational excellence across the assigned portfolio of accounts. The successful candidate will bring strong talent acquisition operations expertise, commercial acumen, executive stakeholder management skills, and significant healthcare-sector experience. Key Responsibilities: Account Delivery and Client Management • Provide overall leadership and accountability for delivery performance across TAO accounts. • Establish account priorities, operating standards, performance objectives, and governance routines. • Ensure services meet contractual commitments, SLAs, KPIs, quality standards, and client expectations. • Serve as a senior client-facing leader and escalation point across assigned accounts. • Build relationships with client executives, HR and Talent Acquisition leaders, hiring managers, and key stakeholders. • Lead executive governance meetings, business reviews, and strategic planning sessions. • Align delivery priorities with client business strategies and healthcare workforce requirements. • Identify opportunities for innovation, automation, service expansion, and improved business outcomes. Performance and Commercial Management • Own performance across SLAs, KPIs, customer satisfaction, quality, productivity and cost. • Oversee resource planning, workforce utilization, and capacity management. • Monitor performance trends, identify risks, and implement corrective actions across accounts. • Ensure delivery decisions support profitability, cost efficiency, service quality, and client satisfaction. • Present performance insights, risks, trends, and recommendations to senior stakeholders. • Support account growth, renewals, expansions, transitions, and new service opportunities. People Leadership and Capability Management • Provide direction and leadership to delivery managers, account leaders, and TAO teams. • Establish clear performance expectations, leadership standards, and operating rhythms. • Lead succession planning, capability development, coaching, engagement, and retention initiatives. • Foster an inclusive, engaged, accountable, and high-performing work environment. • Lead change adoption related to account initiatives, process improvements, and technology transformation. Transformation and Issue Resolution • Drive continuous improvement, automation, and operational transformation across the assigned account portfolio. • Identify opportunities to improve recruitment efficiency, quality, compliance, candidate experience, and stakeholder satisfaction. • Lead the resolution of critical issues affecting service delivery, client satisfaction, compliance, or financial performance. • Coordinate with account teams, internal stakeholders, clients, and external partners to resolve issues. • Ensure root-cause analysis, corrective actions, and preventive measures are implemented and sustained. • Senior-level experience in Talent Acquisition Operations, recruitment outsourcing, RPO, BPO delivery, shared services, or a related field. • Mandatory healthcare-sector experience, preferably in healthcare talent acquisition, recruitment operations, or outsourced HR services. • 15+ years of relevant professional experience, including significant leadership responsibility. • Proven experience managing multiple complexes or strategic BPO/RPO accounts. • Experience leading high-volume, specialist, or multi-location talent acquisition operations. • Experience managing delivery managers, account leaders, and recruitment teams. • Strong experience managing SLAs, KPIs, customer satisfaction, quality, productivity, cost, and financial performance. • Demonstrated experience in transformation, automation, process improvement, and operational optimization. • Experience managing critical issues, executive escalations, service recovery, and root-cause resolution. • Experience working in a matrixed, client-facing, and multi-functional environment. • Proven ability to influence executive stakeholders and lead through complexity and ambiguity. • Strong understanding of talent acquisition operating models, recruitment technology, reporting, analytics, and workforce trends. Philippines Consulting Professional QUEZON CITY, PH (0856) IBM Business Services