Assistant Manager -Employee Data Management

IBM; Bengaluru; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

IBM Consulting in Bengaluru is seeking an Assistant Manager - HR to drive HR services delivery for employees and support operations across global clients. You will audit quality, coach QA teams and frontline agents, and analyze data to improve overall performance and employee experiences.

The role requires 6–8 years of deep HR experience in IT/ITES, strong English communication, and ability to handle multiple priorities under tight timelines, including night shifts aligned to US time zones.

Qualifications

• Bachelor's Degree required; MBA HR preferred.
• 6–8 years of Core HR & Issue Resolution experience in International IT/ITES.
• Strong English written and spoken communication.

Responsibilities

• Assist in delivering HR services to employees and business units.
• Lead audits, review evaluations, and coach QA teams and frontline agents.
• Consolidate quality data to create weekly/monthly performance reports.

Skills

MS Excel

MS Word

PowerPoint

English comms

Root cause analysis

Coaching & mentoring

Leadership

Change management

Lean Six Sigma

Cross-functional collaboration

Education

Bachelor's Degree

Master's Degree (MBA HR preferred)

Tools

MS Office Suite

Job description

A career in IBM Consulting embraces long-term relationships and close collaboration with clients across the globe. In this role, you will work for IBM BPO, part of Consulting that, accelerates digital transformation using agile methodologies, process mining, and AI-powered workflows.

You’ll work with visionaries across multiple industries to improve the hybrid cloud and AI journey for the most innovative and valuable companies in the world. Your ability to accelerate impact and make meaningful change for your clients is enabled by our strategic partner ecosystem and our robust technology platforms across the IBM portfolio, including IBM Software and Red Hat.

Curiosity and a constant quest for knowledge serve as the foundation to success in IBM Consulting. In your role, you’ll be supported by mentors and coaches who will encourage you to challenge the norm, investigate ideas outside of your role, and come up with creative solutions resulting in groundbreaking impact for a wide network of clients. Our culture of evolution and empathy centers on long‑term career growth and learning opportunities in an environment that embraces your unique skills and experience.

Your role and responsibilities

As an Assistant Manager - HR, you will be supporting employee and business needs in delivering outstanding HR services for employees.

Your primary responsibilities include:

• You will be responsible for assign audits to Quality Analysts, review evaluations, and provide coaching to both the QA team and frontline agents to enhance overall performance.
• You will need to lead meetings with operations managers, trainers, and QAs to align on scoring standards, ensuring consistency across all evaluations.
• You will need to consolidate quality data to create weekly or monthly performance reports and dashboards.
• You will also need to identify trends in agent mistakes or customer complaints and propose corrective action plans.
• You will be responsible for analysing root causes of operational failures and collaborate with higher management to redesign workflows, ultimately improving the customer experience
• Provide guidance and support to team members in resolving employee queries, complex cases.
• Conduct root cause analysis of recurring employee issues and implement corrective and preventive actions.
• Coach, mentor, and support team members to improve capability, performance, and service quality.
• You will need to lead alignment sessions with Operations, Training teams and clients to ensure all evaluators score agents consistently and objectively

Required education

Bachelor's Degree

Preferred education

Master's Degree

Required technical and professional expertise

Graduate/Postgraduate (MBA HR is preferred) with aminimum of 6-8 years of experience in Core HR & Issue Resolution for any International IT / ITES Companies.

Good verbal and written English language skills.

Ability to communicate and resolve difficult customer service issues Expertise and knowledge in Core HR-related processes (excluding Recruitment).

Good knowledge of MS Excel.

Ability to manage multiple, diverse priorities under time pressure to meet key customer and financial deadlines.

Ability to troubleshoot and implement changes in his/her processes.

Effectively Works with Others - Works well with internal customers and external suppliers and can positively influence others in problem-solving and work process improvements.

Teamwork – the ability to work well within the team is key to this role.

Flexibility to work in night shifts (US time zone).

Selected candidates will be required to undergo a comprehensive background verification process. This verification may take up to 6 weeks to complete.

Preferred technical and professional experience

Ambitious individual who can work under their direction towards agreed targets/goals.

Ability to work under tight timelines and have been part of change management initiatives.

Proven interpersonal skills while contributing to team effort by accomplishing related results as needed.

Enhance technical skills by attending educational workshops, reviewing publications etc.

Strong leadership, coaching, and mentoring capabilities.

Advanced proficiency in MS Office applications, particularly Excel, Word, and PowerPoint.

Strong attention to detail and commitment to accuracy.

Ability to manage multiple priorities in a fast-paced operational environment.

Strong organizational, planning, and project coordination skills.

Experience analyzing trends and operational metrics to drive business decisions.

Ability to work effectively in a collaborative and global environment.

Exposure to workforce management, service delivery governance, or operational reporting.

Experience supporting process transitions, change management, or transformation initiatives.

Knowledge of continuous improvement methodologies such as Lean, Six Sigma, or process optimization frameworks.

Demonstrated ability to drive employee engagement, knowledge‑sharing, and team development initiatives.

Commitment to continuous learning through professional development and industry best practices.

Years of Experience:6-8

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.