Job Title: Deputy General Manager / Senior Manager : Business Relationship Management (Customer Success & Engagement) Location: Airoli (On-Site) Employment Type: Full-Time Experience: 14 to 20 years Job Purpose The Business Relationship Manager (BRM) is responsible for maintaining and developing relationships between ABG HR leadership, BCOEs, GCOEs, and Seamex functions. The BRM acts as a strategic interface between the business and Seamex, ensuring that services align with evolving business needs and objectives. The role fosters productive engagements, drives customer advocacy, and builds customer stickiness across the organization. Key Requirements Proven expertise in customer engagement strategy design and execution. Demonstrated ability to drive customer success initiatives that improve service adoption, satisfaction, and business impact. Strong stakeholder management and relationship-building skills with internal and external customers. Strategic mindset with experience in aligning service capabilities to business goals. Excellent communication, negotiation, and influence skills. Ability to lead cross-functional collaboration across diverse teams and geographies. Experience in designing and deploying customer communication and connect frameworks. Strong program/project management experience, particularly in a shared services or consulting environment. Key Responsibilities: Set up and Rollout of BRM Function Define, design, and deploy the BRM framework. Build and implement the customer communication and engagement model. Lead customer engagement initiatives to drive business alignment and collaboration across Seamex functions. Relationship Management Establish and sustain productive relationships with key business stakeholders and Seamex teams. Act as a trusted advisor to business units, aligning Seamex solutions with strategic objectives. Promote a culture of collaboration and continuous improvement. Strategy and Planning Understand business strategies and relay them into actionable insights for Seamex functions. Keep stakeholders informed with timely updates and reports. Align Seamex's capabilities with long-term business objectives. Communication and Advocacy Advocate Seamex service capabilities and digital offerings to business stakeholders. Drive adoption and utilization of Seamex services. Channel business feedback into Seamex to improve customer-centric service delivery. Account Management Develop and track KPIs to measure the effectiveness of BRM engagement and initiatives. Conduct reviews and identify opportunities for service and process improvements. Manage business governance framework, ensuring closure of agreed actions and outcomes. Educational Qualification Bachelors Degree in Engineering/Technology (Preferred: Electronics, Electrical, Computer Science, IT). BMS, BSc IT, or any other bachelors degree. Masters Degree in Human Resources, Operations, or Business Administration is a plus.
Job Title: PeopleSoft Functional Consultant Modules: Recruitment, Core HR, Absence Management, Payroll & Compensation, LMS & LXP Location: Navi Mumbai, Airoli Work Experience: 12 to 17 years Employment Type: Full-Time Mode of Operation: Work from Office Note: The ideal candidate must possess end-to-end integration and enhancement-level expertise in at least one of the following PeopleSoft modules : Recruitment, Core HR, Absence Management, Payroll & Compensation, LMS, or LXP . Minimum Education Qualification A minimum of B.E. or B.Tech in Electronics/Electrical, Computer Science, or Information Technology is required. Key Responsibilities 1. Product Understanding Understand process and product fitment. Identify required configurations to align product capabilities with business processes. Understand process diversity across different business units. Assist in developing technical solutions to address process and business challenges. 2. Requirement Gathering and Solution Design Gather and interpret business requirements effectively. Conduct process impact analysis and evaluate implications of changes. Communicate requirements and proposed solutions with business stakeholders. Design functional solutions that ensure seamless end-to-end process execution. Handle exception scenarios and define appropriate error-handling strategies. Prepare and maintain comprehensive functional design documents. 3. Communication with Stakeholders Maintain ongoing communication with business users, managers, and other stakeholders. Provide timely updates on project progress and key milestones. Conduct frequent discussions with customers to validate functional design and share status reports. 4. Testing and Quality Assurance Perform thorough testing of solutions prior to UAT. Coordinate with business teams for UAT execution and feedback. Identify bugs or gaps and ensure timely resolution. Ensure the quality and accuracy of delivered solutions. Continuously identify opportunities for process and system improvements. 5. Query Resolution Address and resolve queries raised by business users, especially during the hypercare phase.
Job Title: Team Member - Contact Center (HR Shared Services) Designation: Executive Function: Service Delivery Department: Contact Center Reporting To: Team Lead Superiors Superior: Head Service Delivery Unit: Seamex, A Unit of BMCSPL Location: Airoli, Navi Mumbai 1) Job Purpose This role will serve as the first point of contact for employees reaching out to the Contact Center with HR-related queries. The role involves understanding employee requirements, providing accurate information, and raising requests on behalf of users. The position focuses on delivering prompt, high-quality, voice-based service in alignment with organizational standards. 2) Dimensions Manpower Handled: Management and staff employees across entities where Contact Center services are live Other Parameters: High volume of voice-based HR queries; adherence to SLA metrics 3) Job Context & Major Challenges Context: This is a voice-based inbound role designed to simplify employee interaction with HR servicesreplacing multiple navigation steps with a direct call to address queries or share documents. Major Challenges: Understanding and managing multiple HR processes Coordinating with internal teams for document processing Adhering to defined SLAs and service excellence benchmarks Delivering consistent service quality under pressure 4) Principal Accountabilities: Accountability Supporting Actions, Adherence to Scripts, Follow SOPs to manage and resolve calls, SLA Compliance, Ensure optimal Average Handling Time, Call Wait Time, and First Call Resolution, Quality Assurance, Maintain high service quality through regular call audits. 5) Relationships Internal Stakeholders: Team Lead & Agents Daily coordination for query resolution Tech Team – As required, for system-related support Service Excellence Team – Periodic audits and quality reviews External Stakeholders: Business Users – Daily interaction for handling and resolving HR service requests Role & responsibilities Education : 10+2+3 or any other Undergraduate is a must.
Team Manager Service Delivery Employment Type: Management Trainee Location : Airoli, Navi-Mumbai Mode of Operation: Work from Office Job Purpose: To manage a team of team leads for a single process or multiple processes to ensure that the work delivered is in line with pre-defined standard operating procedures (SOP) and Service Level Agreements (SLA) for a specific set of activities identified in a process (Human Resources) The incumbent will also: Ensure teams are equipped with requisites to deliver expected performance including but not limited to process trainings, product awareness, technology, business overview. Maintain culture of service orientation and maintain optimum level of employee morale (KRAs: Service Orientation: SLA adherence, No. of escalations, CSAT/NPS score Employee Morale: attrition rate, Trained resources, fungible ratio per team etc.) Principal Accountabilities: Lead assigned team leaders to deliver high quality services. Administer and educate team leads on policies, related process procedures and expected compliances. Understand the fundamental solution being developed, process design and technology and guide team leads through day-to-day oversight, guidance, goal-setting and performance feedback. Supervise and ensure task performed by team leaders and their teams are according to service level agreements (SLA) and pre-defined accuracy levels whilst maintaining high team morale Ensure team leaders maintain consistent service delivery are efficient with resource planning and coverage. Act as a point of escalation for the team leader to ensure issues are resolved and addressed accordingly. Resource Planning & Utilization: Maintain and utilize optimum FTE levels aligned to process desk volumes and work force administration. Coordinate with Service Excellence team to ensure the Time & Motion study for each of the activities are most recent and relevant Align and track the utilization of hours vs volumes serviced to derive the optimum FTE level. Give inputs to Head Service Delivery for any changes required in FTE numbers or Time & Motion study for taking it forward on alignment (hiring, restructuring, internal re-allocation) as the case may be. Assist in designing workforce action plans basis process updates or change in technology, business activity split etc. Process documentation and Maintenance: Ensure all SOP and allied documents are up to date and relevant. Implement policies and procedures, process changes as necessitated by organisational needs and ensure ongoing regulatory and legislative compliance. Ensure all SOP and allied documents are up to date and relevant. Implement policies and procedures, process changes as necessitated by organisational needs and ensure ongoing regulatory and legislative compliance. Educational Qualification: Masters in Human Resource Management, Operations, MBA Core, Business Design
Job Title: PeopleSoft Functional Consultant Modules: Recruitment, Core HR, Absence Management, Payroll & Compensation, LMS & LXP Location: Navi Mumbai & Pune Work Experience: 14 to 20 years Employment Type: Full-Time Mode of Operation: Work from Office Note: The ideal candidate must possess end-to-end integration and enhancement-level expertise in at least one of the following PeopleSoft modules : Recruitment, Core HR, Absence Management, Payroll & Compensation, LMS, or LXP . Minimum Education Qualification: A minimum of B.E. or B.Tech in Electronics/Electrical, Computer Science, or Information Technology is required. Key Responsibilities 1. Product Understanding Understand process and product fitment. Identify required configurations to align product capabilities with business processes. Understand process diversity across different business units. Assist in developing technical solutions to address process and business challenges. 2. Requirement Gathering and Solution Design Gather and interpret business requirements effectively. Conduct process impact analysis and evaluate implications of changes. Communicate requirements and proposed solutions with business stakeholders. Design functional solutions that ensure seamless end-to-end process execution. Handle exception scenarios and define appropriate error-handling strategies. Prepare and maintain comprehensive functional design documents. 3. Communication with Stakeholders Maintain ongoing communication with business users, managers, and other stakeholders. Provide timely updates on project progress and key milestones. Conduct frequent discussions with customers to validate functional design and share status reports. 4. Testing and Quality Assurance Perform thorough testing of solutions prior to UAT. Coordinate with business teams for UAT execution and feedback. Identify bugs or gaps and ensure timely resolution. Ensure the quality and accuracy of delivered solutions. Continuously identify opportunities for process and system improvements. 5. Query Resolution Address and resolve queries raised by business users, especially during the hypercare phase.
HR Process Operations: International Services Support (Night Shift) Location : Reliable Tech Park : Airoli, Navi-Mumbai "Operation Mode: Work From Office" Provide dedicated support to overseas locations during additional shifts: 7:30 p.m. to 3:30 a.m. IST (US & Canada) Role Overview: Join the Aditya Birla Group Shared Services team, providing comprehensive HR and business support. This role is dedicated to delivering high-quality, group-aligned processes and exceptional customer service across multiple geographies. Key Responsibilities: Service Delivery: Support business and region-specific processes in Talent Acquisition, Benefits Administration, Payroll, Leave Data Management, Position and Job Arch Data Management, Employee Data Management, Performance Document Management, Talent Management, Learning Data Management, Pratibha Scholarship & Application Management, Employee/Manager Self Service, and GDPR-related Data Subject Right. Service Language: Deliver all services in English. Process Management: Ensure group-aligned processes are followed for all activities in scope. Manage position creation/modification/deactivation, job description linkage, employee ID creation, data updates, transfers, separations, and GDPR requests. Administer performance documentation (creation, transfer, cancellation, approval, closure, goal assignment, and calendar updates). Support talent management and succession planning activities, including assessment documents, mentoring, reporting, and integrated talent management (ITM) queries. Oversee learning management. Process employee/manager self-service requests (personal data updates, certifications, passport, visa, education, prior work experience). Required Skills and Qualifications: Bachelors degree in HR, Business Administration, or related field. 2+ years experience in HR operations or shared services environment. Strong process orientation and attention to detail. Excellent communication skills (English). Ability to work flexible shifts as per international service windows. Experience with HRIS platforms and integrated talent management tools (preferred). Customer-centric attitude and problem-solving abilities. Team player with adaptability to dynamic global requirements.