A résumé can look inevitable in hindsight, but the human story is usually messier and far more useful. I sit down with Jack Madrid, whose career spans Citibank, Ayala, MTV Philippines, Yahoo, Multiply, and now IBPAP, the organization that represents the Philippines’ IT-BPM industry. We talk about what actually travels across industries when your job title changes, and why relationship management is not only about clients; it is also about learning to manage up, sideways and down inside real organizational hierarchies.