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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.

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

· 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.

· 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.

· 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.

· Strong leadership, coaching, and mentoring capabilities.

· 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.