Assistant Manager-Hr Operations(Edm)

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

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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 to 8