IBM Recruitment 2026: Process Associate – Order Management Healthcare Voice (Gurgaon)

Company :- IBM India Private Limited (IBM Consulting)
Job Title :- Process Associate – Order Management (Health Care – Voice)
Job ID / Requisition ID :- 121876
Business Unit :- IBM Consulting / Enterprise Operations (BPO)
Work Model :- Onsite / Rotational Shift Pattern
Employment Type :- Regular / Full-Time Professional
Experience Level :- Entry Level (0 to 1 Year Experience)
Posting Recency :- Published August 2026
Location :- Gurgaon, Haryana, India

IBM Consulting’s Business Process Operations (BPO) practice enables global enterprises to transform core administrative and operational processes using AI-powered workflows, process mining, and agile methodologies.

The Healthcare Order Management operations team supports healthcare providers, medical device manufacturers, and pharmaceutical clients. As a Process Associate (Voice), you will handle healthcare order processing, clear transaction exceptions, address inbound customer/patient inquiries over phone and email, and maintain operational SLAs.

Order Management & Client Inquiries

• Transaction Execution: Process healthcare orders, monitor fulfillment workflows, and verify customer accounts under tight SLAs.
• Voice & Email Support: Field inbound calls and follow-up emails regarding medical product shipments, order statuses, inventory availability, and returns.
• Risk Identification: Spot potential order bottlenecks, inventory threats, or billing discrepancies and recommend appropriate corrective actions.

Process Adherence & Operations

• SLA Compliance: Meet strict daily performance metrics regarding Call Handle Time (AHT), Order Accuracy, and First Contact Resolution (FCR).
• Shift Operations: Work flexibly in rotational shift schedules to support international client time zones.

Education & Experience

• Required Education: Bachelor’s Degree in any stream (B.Com, B.Sc, BBA, BA, B.Tech, or equivalent).
• Preferred Education: Master’s Degree (MBA, M.Com, or equivalent).
• Experience Level: 0 to 1 year of experience in voice operations, customer support, or healthcare process operations.

Technical & Professional Skills

• Communication: Fluency in spoken and written English with clear articulation over phone calls.
• Domain Awareness: Basic understanding of healthcare order processing or US/Global healthcare operations.
• Tool Proficiency: Practical knowledge of MS Office applications (Word, Excel, Outlook).
• Operational Readiness: Ability to perform under target-driven pressure and adapt to rotational shift hours.

Compensation Expectations

For an entry-level Process Associate (Voice) at IBM Consulting Gurgaon:

• Estimated Base Compensation: ₹3,00,000 to ₹4,50,000 INR per annum.
• Total Package: Includes shift allowances, performance incentives, medical coverage, and corporate benefits.

IBM’s hiring process for BPO and process associate roles includes a 3-step screening sequence:

1. Profile & Resume Screening (Job ID: 121876 Verification)
   ↓
2. Automated Voice & Communication Assessment (Pronunciation, Listening Comprehension & Grammar)
   ↓
3. Technical / Operations Interview (Voice Scenarios, Order Management Logic, MS Excel & Rotational Shift Readiness)
   ↓
4. HR Verification & Offer Formalities

• Voice & Customer Service Mechanics: Escalation management, active listening techniques, handling angry callers, and maintaining empathetic professional tone.
• Order Management Cycle: Purchase Order (PO) creation, order validation, fulfillment status tracking, return merchandise authorization (RMA), and invoicing basics.
• Basic MS Excel Skills: Sorting, filtering, basic formulas (SUM, AVERAGE), and handling customer data spreadsheets.

Target these exact keywords to ensure your resume passes IBM’s applicant tracking system:

• Process Associate – Order Management
• Healthcare Voice Operations & Inbound Call Handling
• Order Fulfillment & Order Tracking
• Customer Escalation Resolution & SLA Management
• Service Level Agreement (SLA) Compliance
• MS Office & MS Excel Data Entry
• Communication Skills & Active Listening

• Rotational Shift Flexibility
• Exception Handling & Anomaly Identification
• Enterprise Operations & Process Optimization

1. What is the official Job ID for this vacancy?

The job identification number is 121876.

2. Is this role remote or office-based?

This is a 100% Onsite role based out of IBM’s Gurgaon facility.

3. What is the maximum number of roles a candidate can apply for at IBM in a year?

IBM recruiters recommend applying to no more than 3 roles per candidate within a year.

4. Are candidates required to work in rotational shifts?

Yes, readiness to work in rotational shifts based on client operational requirements is mandatory.