Find your next role

Discover amazing opportunities across our network of companies committed to gender equality in the workplace.

Search

My job alerts

Global Process Transformation Leader (GPTL)

IBM

Bengaluru, Karnataka, India

Posted on Feb 25, 2026

Introduction

As a Global Process Transformation Leader for the CT Practice, you will be responsible for designing and executing transformation programs that deliver quantifiable business value and results for CT’s global clients.

Through strategic leadership and technology-driven innovation, the Customer Transformation Leader ensures IBM continues to deliver world-class outcomes that create sustainable business value and strengthen client relationships.

Your role and responsibilities

- Develop and execute a strategic roadmap for customer transformation, ensuring process scalability, compliance, and operational excellence towards achievement of CTO/DWE Targets.

- Analyze and re-engineer existing workflows to identify automation opportunities that deliver 20–30% improvement in cycle times and 15–20% cost efficiency gains.

- Lead digital transformation initiatives leveraging AI/agentic automation to achieve 30–40% reduction in manual effort and enhanced invoice accuracy.

- Collaborate with global customer, procurement, and operations teams to standardize processes.

- Drive stakeholder engagement and vendor negotiations to deliver measurable cost savings and strengthen IBM’s client value proposition.

- Establish and monitor SLAs and KPIs such as in areas such as CSAT, NPS, —targeting 99% accuracy, and >90% satisfaction.

- Champion Lean and Six Sigma methodologies to drive continuous improvement and embed a culture of operational excellence.

- Implement structured change management frameworks that ensure smooth transition and adoption of new tools and processes.

- Present transformation insights, dashboards, and ROI analyses to GEO and Global senior leadership and client executives.

Required education

Bachelor's Degree

Preferred education

Master's Degree

Required technical and professional expertise

- 12+ years of relevant experience in Business Process Operations, Multi-Channel Contact Center operations, and shared services transformation.

- Proven consulting experience in customer transformation, process re-engineering, and automation with quantifiable business outcomes.

- Strong stakeholder management and influencing skills across customer, and operations leadership teams.

- Hands-on experience with platforms (SAP, Oracle, Adobe, Salesforce, NICE, Genesis).

- Deep understanding of Lean Six Sigma and process optimization frameworks.

- Demonstrated ability to deliver measurable improvements in cost efficiency, processing accuracy, and service performance.

- Excellent communication, analytical, and presentation skills with the ability to translate complex strategies into actionable initiatives.

Preferred technical and professional experience

- MBA qualification.

- Certifications in Lean Six Sigma, Process Automation, or Agile Transformation.

- Experience leading global customer transformation programs within shared services or consulting environments.

- Exposure to AI, analytics, and cognitive automation technologies that enhance performance and decision-making.

Years of Experience:
12 - 35

ABOUT BUSINESS UNIT

IBM Consulting is IBM’s consulting and global professional services business, with market leading capabilities in business and technology transformation. With deep expertise in many industries, we offer strategy, experience, technology, and operations services to many of the most innovative and valuable companies in the world. Our people are focused on accelerating our clients’ businesses through the power of collaboration. We believe in the power of technology responsibly used to help people, partners and the planet.

YOUR LIFE @ IBM

In 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 IBM

IBM’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 500 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.

IBM 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, genetics, pregnancy, disability, neurodivergence, age, or other characteristics protected by the applicable law. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

OTHER RELEVANT JOB DETAILS

When applying to jobs of your interest, we recommend that you do so for those that match your experience and expertise. Our recruiters advise that you apply to not more than 3 roles in a year for the best candidate experience. For additional information about location requirements, please discuss with the recruiter following submission of your application.

See more open positions at IBM

Privacy policy Cookie policy