Finance & Administration Delivery - Operations Manager

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.

Operational Leadership & Delivery

• Own end-to-end operational delivery across AP, OTC, and RTR processes, ensuring transactions are processed accurately, on time, and in compliance with contractual SLAs and KPIs.
• Oversee daily operations, month-end close activities, and critical financial reporting cycles, proactively resolving bottlenecks and escalations.
• Act as the primary escalation point for operational issues; drive root-cause analysis and implement sustainable corrective actions.
• Monitor process health through dashboards and reporting tools; present performance insights and risk indicators to senior leadership and the client.

Client Management & Governance

• Serve as the senior IBM point of contact for the client, building trusted relationships at operational and management levels.
• Lead and facilitate governance meetings — including weekly operational reviews, monthly business reviews, and quarterly executive briefings — preparing agendas, issue logs, and action trackers.
• Ensure contractual obligations are met; manage scope changes, knowledge transitions, and client-driven process updates end-to-end.
• Proactively identify and communicate risks, issues, and opportunities that impact service delivery and client satisfaction.

People Management & Team Development

• Lead, mentor, and develop a multi-layered team of Team Leaders, Analysts, and Specialists across AP, OTC, and RTR functions.
• Drive talent acquisition, on-boarding, capability building, and succession planning to ensure a high-performing, resilient team.
• Conduct regular performance reviews, provide structured coaching and feedback, and support individual development plans aligned to IBM's career framework.
• Foster an inclusive, collaborative, and high-accountability work culture that reflects IBM's values.

Process Excellence & Continuous Improvement

• Identify, champion, and execute process improvement initiatives leveraging automation, RPA, AI-powered workflows, and lean methodologies to drive efficiency and quality gains.
• Lead or sponsor transformation projects, including system migrations, tool implementations, and process re-engineering efforts.
• Govern documentation standards — ensuring Desktop Training Procedures (DTPs) are current, complete, and effectively communicated to the team.
• Partner with IBM's Center of Excellence (CoE) and Innovation teams to bring best-in-class practices to the delivery organisation.
• Financial & Commercial Management
• Support financial management of the engagement, including resource planning, cost-to-serve tracking, and margin oversight.
• Contribute to commercial reviews, contract renewals, and scope expansion discussions in collaboration with the Account Executive and Solution Architect.
• Ensure full compliance with internal IBM controls, audit requirements, and client-specific regulatory obligations.
• Minimum 8–10 years of progressive experience in Finance & Accounting Operations, with at least 3–4 years in a managerial capacity overseeing multi-process or multi-tower BPO/shared services operations.
• Demonstrated hands-on experience across at least two of the following towers: Accounts Payable (AP), Order to Cash (OTC) / Accounts Receivable, Record to Report (RTR) / General Ledger.
• Proven track record of managing SLAs, KPIs, and client governance in an outsourced or GBS/shared services environment.
• Experience leading and developing teams of 15+ FTEs, including Team Leaders, across geographically distributed locations.
• Strong understanding of SAP (FI module) and at least one other ERP or finance platform (e.g. Oracle, Ariba, Taulia).
• Demonstrable experience driving process improvement, automation, or transformation programs (RPA, AI workflows, Lean/Six Sigma methodologies preferred).
• Solid understanding of APAC regional regulatory and tax environments (China, Japan, Korea, Taiwan).
• Experience managing client relationships at the mid-to-senior stakeholder level.

Education Background

• Bachelor's Degree (Required)
• Finance, Accounting, Business Administration, Economics, or a related discipline
• Master's Degree / MBA (Preferred)
• Finance, Business Management, Operations Management, or equivalent — demonstrating strategic and commercial acumen
• Professional Certifications (Advantageous)
• CPA · ACCA · CMA · Lean Six Sigma (Green Belt or above) · PMP · CIMA
• Candidates with equivalent professional experience in lieu of a degree will be considered, particularly where supported by relevant certifications and a strong track record.

Soft Skills & Leadership Attributes

Inspirational Leadership: Ability to motivate, align, and develop diverse teams toward a common vision; leads by example and creates psychological safety.

Strategic Thinking: Translates business objectives into operational priorities; balances short-term delivery demands with long-term transformation goals.

Executive Communication: Communicates clearly and confidently with all stakeholders — from frontline analysts to C-suite executives — both verbally and in writing.

Client-Centricity: Proactively anticipates client needs, manages expectations with transparency, and consistently delivers a high-quality service experience.

Problem Solving & Decision Making: Structured analytical thinker who can rapidly assess complex situations, weigh options, and act decisively under ambiguity.

Change Management: Experienced in driving change adoption; champions new ways of working, manages resistance, and keeps teams motivated through transformation.

Resilience & Composure: Maintains focus and a positive demeanour under pressure, tight deadlines, and during high-impact operational events.

Collaboration & Influence: Builds strong cross-functional relationships; influences without authority to align stakeholders across business units, geographies, and functions.

Accountability & Integrity: Holds self and team to the highest standards; takes ownership of outcomes — successes and setbacks alike.

Curiosity & Continuous Learning: Actively seeks knowledge, stays current on industry trends, and fosters a learning culture within the team.