Assistant Manager (Human Resource Operations – Contact Center Training)

IBM

Bengaluru

On-site

INR 2,200,000 - 3,400,000

Full time

10 days ago

Get more replies from employers

Send a job-specific resume in minutes.

Job summary

IBM India Private Limited is seeking an Assistant Manager–Process Training to lead learning initiatives across HR Contact Center operations. The role involves designing and delivering instructor-led, virtual, and blended programs, developing curricula for hires and upskilling, and driving continuous improvement in knowledge management and governance.

You will collaborate with Operations, Quality, WFM, and senior leaders to align training with service goals, monitor effectiveness, and support

Qualifications

Bachelor's degree in a related field.
6–8 years in Process Training or L&D or HR shared services.
Experience designing and delivering instructor-led, virtual, and blended programs.
Experience creating learning content, SOPs, job aids, and knowledge repositories.

Responsibilities

Lead design, development, delivery, and governance of training programs across HR Contact Center operations.
Develop structured curricula for new hires, cross-skilling, upskilling, and refresher training.
Assess training effectiveness using evaluations and metrics.
Partner with Operations, Quality, and Workforce Management to align training with business goals.

Skills

English communication

Presentation & facilitation

Instructional design

Analytical thinking

Project management

Education

Bachelor's Degree

Master's Degree

Tools

LMS

Digital learning platforms

Job description

At IBM, we are committed to delivering exceptional employee experiences through operational excellence, continuous learning, and continuous improvement. The Training function plays a critical role in developing employee capabilities, ensuring process proficiency, and supporting business objectives through effective learning solutions.

As an Assistant Manager – Process Training, you will be responsible for leading training initiatives across HR Contact Center operations. You will partner with Operations, Quality, Workforce Management, and Leadership teams to design, deliver, and continuously improve learning programs that enhance employee performance, service quality, and operational effectiveness.

This role offers an excellent opportunity to build expertise in Learning & Development, Knowledge Management, Training Governance, Employee Experience, and Operational Excellence within a global HR Shared Services environment.

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.
6–8 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

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

When applying to jobs of your interest, we recommend that you do so for those that match your experience and expertise. For additional information about location requirements, please discuss with the recruiter following submission of your application.

Job Title

Deputy Manager - HR

Job ID

130060

City / Township / Village

State / Province

Country

India

Work arrangement

Onsite

Area of work

Enterprise Operations