Global Administration 2nd Line Manager

at  IBM

Introduction
At IBM, work is more than a job - it’s a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you’ve never thought possible. Are you ready to lead in this new era of technology and solve some of the world’s most challenging problems? If so, lets talk.
Your Role and Responsibilities
As a Upline Manager, you will lead and support a team of 10-12 First-Line Managers, drive operational excellence, and foster a collaborative and positive work environment. This second-line management position requires a strategic thinker with exceptional leadership, communication, and problem-solving skills. Key Responsibilities: • Leadership and Guidance: Provide comprehensive guidance and support to first-line managers, promoting effective decision-making and empowering them to excel. Facilitate regular team meetings to encourage knowledge sharing, best practice adoption, and conflict resolution.• Operational Oversight: Oversee and coordinate daily operations to ensure efficiency, quality, and productivity. Identify areas for improvement and spearhead initiatives to optimize processes, service quality, and employee engagement.• Conflict Resolution and Issue Management: Handle conflicts and issues that arise, engaging with IBM Executives as necessary to resolve critical situations. Foster a collaborative and positive work environment by promoting open communication, active listening, and constructive feedback.• Organizational Development: Lead center-level projects across various domains, collaborating with other leaders to drive organizational growth, innovation, and positive change. Identify improvement opportunities and devise and implement initiatives to promote organizational development and employee growth.• Strategic Planning: Contribute to the development of strategic plans and goals that align with IBM’s global objectives. Ensure effective communication and implementation of plans across the team and organization.• Client Satisfaction: Oversee client satisfaction, ensuring that clients are satisfied with the service and that any issues are promptly addressed and resolved.• Escalation Prevention: Oversee and prevent management escalations by proactively identifying and addressing potential issues, ensuring client satisfaction, and minimizing the risk of negative feedback or complaints.• Strategic Planning: Contribute to the development of strategic plans and goals that align with IBM’s global objectives. Ensure effective communication and implementation of plans across the team and organization.

Required Technical and Professional Expertise

• Office Tools: Proficiency in Microsoft Office, specifically Excel, PowerPoint, and Word.• Agile Methodology: Understanding of Agile principles and practices, with experience in implementing Agile methodologies in a team setting.• Growth Behaviours: Demonstrate the following growth behaviors: + Customer-obsessed: Focus on delivering exceptional customer experiences.+ Collaborative: Work effectively with cross-functional teams to achieve shared goals.+ Innovative: Encourage creativity, experimentation, and calculated risk-taking.

Fluent English

Preferred Technical and Professional Expertise

• Strong leadership, communication, and interpersonal skills.• Ability to work effectively in a fast-paced environment, prioritizing multiple tasks and deadlines.• Experience in operations management, organizational development, and conflict resolution.• Strong analytical and problem-solving skills, with the ability to identify opportunities for improvement and implement effective solutions.

About Business UnitIBM Corporate Headquarters (CHQ) team represents a variety of functions such as marketing, finance, legal, operations, HR, and more, all working together to solve some of the world’s most complex problems, help our clients achieve success and build collaborative work environments for IBMers.
Your Life @ IBMIn a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.
Being an IBMer means you’ll be able to learn and develop yourself and your career, you’ll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.
Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.
Are you ready to be an IBMer?
About IBMIBM’s greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.
Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we’re also one of the biggest technology and consulting employers, with many of the Fortune 50 companies relying on the IBM Cloud to run their business.
At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it’s time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.
Location StatementFor additional information about location requirements, please discuss with the recruiter following submission of your application.
Being You @ IBMIBM is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status

Please refer the Job description for details