Assistant Manager-HR Operations(EDM)

IBM; Bengaluru; On-site; INR 900,000 - 1,500,000; Full time

Job summary

IBM Consulting in Bengaluru invites an experienced Process Trainer - HR to onboard new hires and equip them with essential process knowledge, communication skills, and a smooth transition to production. You will ensure trainees become metric-ready agents through hands-on training and assessments.

You will apply Lean/Six Sigma or process-improvement concepts, collaborate with QA and Operations, and continuously update training materials and workflows to reflect client requirements and product

Qualifications

• Experience in Core HR and issue resolution in international IT/ITES environments.
• Strong verbal and written English communication.
• Ability to communicate and resolve difficult customer service issues.
• Experience using MS Office applications, especially Excel.

Responsibilities

• Onboard new hires with process knowledge and communication skills.
• Ensure new agents become production-ready through assessments.
• Deliver product knowledge, software navigation, and process workflows.
• Identify knowledge gaps and provide remedial training.
• Monitor KPIs and conduct refresher trainings when policies or tools change.
• Collaborate with QA and Operations to develop improvement plans.
• Update training modules and LMS content to reflect client changes.

Skills

English proficiency

Time management

Attention to detail

Customer service

Education

Master's Degree

MBA HR preferred

Tools

MS Excel

MS Word

MS PowerPoint

MS Office

Job description

Introduction

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.

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 a Process Trainer - HR, you will be responsible for onboarding new hires, equipping them with process knowledge, communication skills, and ensuring they transition successfully to the production floor as metrics‑ready agents

Your Primary Responsibilities Include

• Delivering product knowledge, software navigation, and specific process workflows.
• Teaching soft skills, and client‑specific handling techniques.
• Conducting knowledge and metric assessments to ensure the agent is "production-ready".
• Identifying knowledge gaps and delivering targeted remedial training.
• Ensuring the batch meets expected Key Performance Indicators (KPIs)
• Conducting Refresher Training whenever clients introduce new policies, software updates, or process changes.
• Reviewing performance quality and audits to pinpoint areas where agents struggle, and running upskilling sessions to improve those metrics
• Studying operational data and working alongside the Quality Assurance (QA) and Operations teams to build custom improvement plans.
• Constantly updating training modules, cheat sheets, and flowcharts when client requirements change.

Preferred Education

Master's Degree

Required Technical And Professional Expertise

• Graduate/Postgraduate (MBA HR is preferred) with a minimum 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.

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.