Introduction
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 prospect 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
📌 Assistant Manager (Bengaluru)
🏢 IBM
📍 Bengaluru