Introduction 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 IBM Consulting, which accelerates digital transformation through agile methodologies, process mining, and AI-powered workflows.

You will collaborate with clients across multiple industries to support their hybrid cloud and AI transformation journeys. Through IBM's strategic partner ecosystem and technology platforms, including IBM Software and Red Hat, you will help deliver measurable business outcomes and exceptional employee experiences.

At IBM Consulting, curiosity and continuous learning are key to success. You will be supported by mentors and leaders who encourage innovation, challenge conventional thinking, and foster professional growth. Our culture emphasizes collaboration, empathy, and continuous development while valuing the unique skills and perspectives every employee brings to the organization.

Your role and responsibilitiesYour Role and Responsibilities: As a Process Analyst - HR Contact Center, you will be responsible for handling employee HR-related queries through multiple channels, including calls, emails, and chat. The role requires providing accurate and timely support, ensuring a positive employee experience, and driving efficient resolution of HR inquiries while maintaining service quality and compliance standards.

This role offers an excellent opportunity to further develop your expertise in HR Operations, HR Shared Services, Employee Experience, and HR Service Delivery. Candidates should be willing to work in a 24/7 service environment with rotational shifts, including night shifts, as required.

Key Responsibilities:

- Respond to employee HR-related queries via inbound calls, emails, and chat.
- Provide accurate information and guidance on HR policies, processes, benefits, and employee lifecycle transactions.
- Deliver a high level of customer service while ensuring a positive employee experience in every interaction.
- Educate employees on HR processes and procedures and guide them toward self-service solutions where applicable.
- Identify, investigate, analyse, and resolve employee issues or escalate them to the appropriate support teams when required.
- Monitor, manage, and update cases in the ticketing system, ensuring timely resolution and adherence to service level agreements (SLAs).
- Accurately document employee interactions and maintain records within HR systems and case management tools.
- Meet defined service levels, quality standards, productivity metrics, and operational targets.
- Handle employee information with a high degree of confidentiality, professionalism, and compliance.
- Collaborate effectively with internal stakeholders and HR teams to ensure accurate and efficient resolution of employee queries.
- Provide floor support for query resolution, process clarification, and escalation handling.
- Identify opportunities for process improvement and contribute to enhancing service delivery and employee satisfaction.
- Support employees across different regions and time zones in accordance with established service standards.




- Ensure adherence to organizational policies, HR processes, compliance requirements, and operational controls.

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, or a related field.
- 1-2 years of experience in an HR Contact Center, HR Shared Services, HR Operations, or Employee Services environment within an international IT/ITES organization.
- Experience handling HR-related employee queries through inbound calls, chat, and email channels.
- Exposure to case management systems, HR service delivery tools, and ticketing platforms.
- Ability to proactively identify potential issues, prioritize workload effectively, and drive timely resolution.
- Demonstrated ability to manage employee interactions professionally and deliver high-quality customer service.
- Experience collaborating with cross-functional stakeholders to resolve employee inquiries and improve service outcomes.

Preferred technical and professional experience

- Excellent verbal and written communication skills in English.
- Strong customer service and employee-centric mindset.
- Ability to communicate professionally and empathetically with employees across all organizational levels.
- Strong problem-solving, analytical, and decision-making skills.
- Ability to manage multiple priorities and perform effectively in a fast-paced environment.
- Strong attention to detail and commitment to accuracy.
- Ability to work collaboratively within a team and influence positive outcomes.
- Proficiency in MS Office applications (Excel, Word, Outlook, and PowerPoint).
- Knowledge of HR processes and employee lifecycle transactions.
- Strong organizational and time management skills.
- Ability to analyze trends, identify recurring issues, and recommend improvements.

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.
- This role operates in a 24/7 service environment, and candidates should be willing to work rotational shifts, including night shifts, as required.
- Flexibility to support global employees across multiple regions and time zones is essential.

Years of Experience: 2 - 4

ABOUT BUSINESS UNIT IBM Consulting is IBM's consulting and global skilled 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. Our recruiters advise that you apply to not more than 3 roles in a year for the best candidate experience. For additional information about location requirements, please discuss with the recruiter following submission of your application.

Locations - Bangalore, Karnataka, India

📌 Process Analyst(HR Contact Center) (India)
🏢 IBM
📍 India