Assistant Manager (Process Trainer) HRO - Core HR

IBM; Bengaluru; On-site; INR 1,200,000 - 2,000,000; Full time

Job summary

IBM Bengaluru is seeking a Process Trainer - HR to onboard new hires, equip them with process knowledge and communication skills, and ensure a smooth transition to production as metrics-ready agents.

You will deliver product knowledge, software navigation, and process workflows, teach soft skills, conduct assessments, identify gaps, and run refresher trainings to align with client policies and updates.

Qualifications

• 6–8 years of experience in Core HR & Issue Resolution for IT/ITES companies.
• MBA HR is preferred.
• Good verbal and written English language skills.
• Expertise in Core HR processes (excluding Recruitment).
• Proficient with MS Excel.

Responsibilities

• Onboard new hires and equip them with process knowledge and communication skills.
• Deliver product knowledge, software navigation, and specific process workflows.
• Teach soft skills and client-specific handling techniques.
• Conduct knowledge and metric assessments to ensure agents are production-ready.
• Identify knowledge gaps and deliver remedial training.
• Ensure batch meets KPIs and conduct refresher trainings when policies or software change.
• Review performance quality and audits to identify areas for improvement.
• Collaborate with QA and Operations to build improvement plans and update training materials.

Skills

Soft skills

English communication

Customer service

Education

Bachelor's Degree

Master's Degree

Tools

MS Excel

LMS

Job description

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.

Required Education:

Bachelor's Degree

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.

Years of Experience:

6 - 8