Assistant Manager (HRO - Contact Center Training)

IBM; Bengaluru; On-site; INR 1,800,000 - 2,800,000; Full time

Job summary

IBM Bengaluru seeks an experienced Learning & Development professional to lead training programs across HR Contact Center operations, designing curricula for new hires, cross-skilling, and refresher training. You will partner with Operations, Quality, and Workforce Management to align training with business goals, deliver instructor-led, virtual, and blended sessions, and drive knowledge management.

This role requires stakeholder collaboration, data-driven evaluation, and flexibility to support

Qualifications

• Bachelor's degree in a related field and 6–8 years of experience in Training & Development.
• Proven ability to design and deliver instructor-led, virtual, and blended learning programs.
• Strong stakeholder management with Operations, Quality, and Leadership.

Responsibilities

• Lead the design, development, delivery, and governance of training programs across HR Contact Center operations.
• Develop structured curricula for new hires, cross-skilling, upskilling, and refresher programs.
• Conduct needs assessments and identify capability gaps from performance data and feedback.
• Create engaging learning content, facilitator guides, job aids, and knowledge resources.
• Deliver instructor-led, virtual, and blended learning across multiple employee groups.
• Measure training effectiveness using evaluations and performance metrics.
• Partner with Operations, Quality, and Workforce Management to align training with business goals.
• Monitor learning effectiveness, certification, and onboarding readiness.
• Support onboarding, transitions, and process launches with targeted training interventions.
• Drive knowledge management and keep training materials current and accurate.
• Conduct Train-the-Trainer sessions and support capability development.
• Analyze training trends and propose improvements to enhance performance and customer experience.
• Support governance reviews, audits, and training-related reporting.

Skills

English communication

Presentation skills

Stakeholder management

Instructional design

Data analysis

Project management

Education

Bachelor's degree

Master's degree

Tools

LMS

Knowledge management

MS Office

Job description

Your Role and Responsibilities:

• Lead the design, development, delivery, and governance of training programs across HR Contact Center operations.
• Develop structured learning curricula for new hires, cross-skilling, upskilling, process transitions, and refresher training programs.
• Conduct needs assessments and identify capability gaps through operational performance, quality results, and stakeholder feedback.
• Design engaging learning content, facilitator guides, job aids, process documentation, knowledge articles, and learning resources.
• Deliver instructor-led, virtual, and blended learning programs across multiple employee groups.
• Assess training effectiveness using evaluations, knowledge assessments, operational performance metrics, and feedback mechanisms.
• Partner with Operations, Quality, and Workforce Management teams to align training interventions with business requirements and service delivery goals.
• Monitor and track learning effectiveness, certification completion, nesting performance, and employee readiness.
• Lead onboarding and induction programs for new hires and support transition initiatives.
• Support process launches, operational changes, system implementations, and transformation programs through targeted training interventions.
• Drive knowledge management initiatives and ensure training materials remain current, accurate, and aligned with business requirements.
• Conduct Train-the-Trainer (TTT) sessions and support trainer capability development initiatives.
• Analyze training trends and recommend improvements to enhance employee performance, productivity, and customer experience.
• Support governance reviews, audits, compliance requirements, and training-related reporting activities.
• Identify opportunities for learning innovation, digitization, and automation within the training function.

Required Education:

Bachelor's Degree

Preferred education

Master's Degree

Required Technical and Professional Expertise:

• Graduate or Postgraduate degree in Human Resources, Business Administration, Commerce, Education, Learning & Development, or a related discipline.
• 68 years of experience in Process Training, Learning & Development, Contact Center Training, HR Shared Services, or Service Delivery environments.
• Proven experience designing and delivering instructor-led, virtual, and blended learning programs.
• Strong experience managing end-to-end new hire, process, refresher, and cross-skilling training programs.
• Experience creating learning content, SOPs, process documentation, training decks, job aids, and knowledge repositories.
• Experience evaluating training effectiveness through assessments, operational metrics, and performance outcomes.
• Strong stakeholder management experience with Operations, Quality, Workforce Management, and Business leaders.
• Experience supporting process transitions, system implementations, and organizational change initiatives.
• Exposure to learning management systems (LMS) and knowledge management platforms.

Skills Required:

• Excellent verbal and written communication skills in English.
• Strong presentation, facilitation, and classroom management skills.
• Exceptional stakeholder management and relationship-building capabilities.
• Ability to influence employee performance through effective learning interventions.
• Strong instructional design and content development skills.
• Advanced analytical and problem-solving capabilities.
• Strong attention to detail and commitment to accuracy.
• Advanced proficiency in MS Office applications, particularly PowerPoint, Excel, Word, and Outlook.
• Ability to analyze performance data and convert insights into targeted training solutions.
• Strong organizational, planning, and project management skills.
• Ability to manage multiple training initiatives simultaneously.
• Strong coaching, mentoring, and knowledge-sharing capabilities.

Preferred Technical and Professional Experience:

• Experience supporting global HR Shared Services or HR Contact Center operations.
• Certification in Learning & Development, Instructional Design, Facilitation, Coaching, or Training Management.
• Knowledge of adult learning principles, learning effectiveness methodologies, and capability development frameworks.
• Experience working with Learning Management Systems (LMS) and digital learning platforms.
• Exposure to Quality, Workforce Management, and Employee Experience functions.
• Experience developing e-learning modules, microlearning content, and digital learning solutions.
• Knowledge of Lean, Six Sigma, Continuous Improvement, or Operational Excellence methodologies.

Additional Information / Pre-Employment Requirements:

• Selected candidates will be required to undergo a comprehensive background verification process. This verification may take up to 6 weeks to complete, and employment will be subject to successful clearance.
• Candidates should be willing to work in a global service delivery environment and support multiple regions and time zones.
• Flexibility to support training programs outside standard working hours based on business requirements may be necessary.
• The role requires close collaboration with senior leadership, operational teams, quality functions, and business stakeholders.

Years of Experience:

6 - 8