Assistant Manager-Employee Data Management

International Business Machines Corporation; Bengaluru; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

IBM Consulting in Bengaluru seeks an Assistant Manager - Employee Data Management to support HR services for employees. You will supervise quality audits, coach QA teams, and lead alignment sessions with Operations, Training, and clients to ensure consistent evaluation of agents.

Required MBA HR preferred, Bachelor’s degree, 6–8 years in Core HR, strong English, MS Excel skills, and ability to manage multiple priorities under time pressure; willing to work night shifts aligned to US time zones.

Qualifications

• English language skills (verbal and written)
• MBA HR is preferred
• MS Excel proficiency
• Manage multiple priorities under time pressure
• Experience in Core HR and issue resolution
• Strong collaboration across teams and with clients

Responsibilities

• Assign audits to Quality Analysts and coach QA team and frontline agents
• Lead meetings with operations managers, trainers, and QAs to align scoring standards
• Consolidate quality data to create weekly/monthly performance reports and dashboards
• Identify trends in agent mistakes or customer complaints and propose corrective actions
• Analyse root causes of operational failures and redesign workflows to improve customer experience
• Coach and mentor team members to improve capability and service quality

Skills

English communication

Teamwork

Problem solving

Multi-priority management

Education

Bachelor's Degree

Master's Degree

Tools

MS Excel

LMS

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.
• 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.
• Ability to manage multiple, diverse priorities under time pressure to meet key customer and financial deadlines.
• Deep knowledge of HR operations, CRM tools, product knowledge, and client-specific Key Performance Indicators (KPIs)
• Tracking batch performance, identifying training needs through metrics, and proficiency in MS Excel and Learning Management Systems (LMS).
• Patience in handling diverse learners, emotional intelligence to address floor anxiety, and the ability to give constructive, actionable feedback.

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.

OTHER RELEVANT JOB DETAILS

Job Title

Assistant Manager- Employee Data Management

Job ID

133339

City / Township / Village

State / Province

Country

India

Work arrangement

Onsite

Area of work

Enterprise Operations

Employment type

Regular

Position type

Professional

No Travel

Company

(0063) IBM India Private Limited

Shift

Night

Is this role a commissionable/sales incentive based position?