Want to join a startup, but with the stability of a larger organization? Join our innovation team at HGS that's focused on building SaaS products. If you are highly driven & passionate person who'd like to build highly scalable SaaS products in a startup type of environment, you're welcome to apply. The HGS Digital Innovation Team is designed to create products and solutions relevant for enterprises, discover innovations and to contextualize and experiment with them within a specific industry. This unit provides an environment for the exploration, development, testing and solutions of Cloud-based Contact Center As A Service (CCaaS). In addition to that it also looks at rapid deployment at scale and sustainability of these solutions for target business impacts. Responsibilities: As a core member of our development team, you will design and develop new product ideas and features from conception to final implementation that improve business operations and manage the complexity inherent in technology upgrades and changes. Design and develop server-side applications while leveraging cloud infrastructure to ensure scalability, security, and high performance using Node.js , Express.js , or other relevant JavaScript frameworks. Deploy, manage, and optimize backend applications on AWS , leveraging services such as EC2 , Lambda , S3 , RDS , Elastic Beanstalk , and ECS . Integrate Azure OpenAI services, such as GPT , Codex , and other language models, into backend systems to power AI-driven features (e.g., natural language processing, automated code generation, AI-powered chatbots). Develop RESTful and GraphQL APIs for efficient data exchange between frontend applications and backend services. Implement best practices for API security, including JWT , OAuth , and token - based authentication . Design, manage, and optimize databases such as MongoDB , MySQL , PostgreSQL , or Redis . Write efficient queries, manage schema design, and ensure data consistency and security. Develop scalable and maintainable backend systems following microservices or serverless architecture patterns when applicable. Analyzing complex project-related problems and creating innovative solutions involving, discovery, scheduling, technology, methodology, tools, and solution components. Work with sales, product, and operations teams to build solutions that are well-planned and delivered on-time. Qualifications: Bachelor's degree or equivalent in information systems or related field. 6+ years of product development experience building large-scale web applications. Professional level understanding of web front-end and back-end languages and technologies (e.g. React , Node, JavaScript , and TypeScript ) Expertise in development of RESTful APIs using message formats such as JSON or XML Expertise in designing serverless and microservices architectures using AWS Lambda , API Gateway , ECS , EC2 , S3 , DynamoDB and SQS . Hands-on experience integrating Azure OpenAI services like GPT , Codex , and Azure Cognitive Services into backend applications. Experience with relational databases like MySQL , PostgreSQL , and NoSQL databases such as MongoDB , DynamoDB , and Azure Cosmos DB . Actively participate in Design, Code review, Backlog grooming, Agile ceremonies, and work with peers to meet team's sprint commitments. Excellent communication and collaboration skills, with the ability to work effectively in a team environment. Strong analytical and problem-solving skills, with the ability to identify issues and develop solutions quickly. Show more Show less

Job Title: Senior Software Product Architect Want to join a startup, but with the stability of a larger organization? Join our innovation team at HGS that's focused on building SaaS products. If you are highly driven & passionate person who'd like to build highly scalable SaaS products in a startup type of environment, you're welcome to apply. The HGS Digital Innovation Team is designed to create products and solutions relevant for enterprises, discover innovations and to contextualize and experiment with them within a specific industry. This unit provides an environment for the exploration, development, testing and application of SaaS solutions. In addition to that it also looks at rapid deployment at scale and sustainability of these solutions for target business impacts Reports to: Director, Product Engineering Responsibilities: We expect you to: • Provide technical guidance and leadership throughout the product lifecycle, including initiation, requirements gathering, architecture, design, development, release management, quality assurance, production, and beyond. • Define target state architecture with a multi-year roadmap and deliver architectural components in incremental product releases. • Facilitate discovery, architecture, and design workshops to refine expected business outcomes and align on requirements. • Design customer call flow processes, dynamic routing and integration, natural language processing capabilities, and advanced analytics solutions, including speech analytics and conversational AI. • Demonstrate a strong understanding of public cloud computing architectures and services, including AWS and Azure. • Define and develop an efficient CI/CD framework for effective agile product development. • Provide digital experience business automation solutions using Azue Open AI and contact center technologies. • Create standard architecture documents, best practices, and tools for internal teams and end clients. • Collaborate with sales teams to design and present solutions to potential new customers and assist with RFI/RFP responses. • Mentor engineers on the team and foster effective engineering practices through technical design reviews, code reviews, and more. Qualifications: Bachelor's degree or equivalent in information systems or related field. • Over 10 years of experience in leading, delivering, and evolving large-scale software products successfully. • At least 6 years of experience as an architect, building complex, highly scalable, and low latency applications. • Comprehensive expertise across multiple areas, including Service-oriented Architecture, Distributed Systems, and Microservices, with familiarity in related concepts such as distributed tracing and security. • Practical experience in Node.js, React.js, TypeScript, RESTful Web Services, Microservices, MongoDB, and Cloud Native application design. • Hands-on experience with AWS and Azure, containerization, and container orchestration (Docker, Kubernetes). • Familiarity with CCaaS platforms like Twilio, Amazon Connect or Genesys is a plus. • Exceptional communication and analytical skills. Show more Show less

Key Accountabilities The Executive Researcher will generate candidates in a consistent fashion across enterprise to support delivery of MD and D searches by the Exec Recruiters Deliver three key services: Market mapping and competitor intelligence Talent Pipelines - diversity, strategic location buildouts and growth areas Succession Planning for Senior MDs in partnership with HRBPs and LTCDI The researcher will also assist the Exec Recruiters in preparation of MIS and reporting for the clients driving innovation and a better client experience Will understand how to capture and capitalize on information flow from external agencies Success will be measured through placement (by Exec Recruiter) of quality candidates as opposed to generating interviews Will own the strategic technology system which knowledge manages Exec Recruiting activity, candidate static information and candidate interaction with Barclays Stakeholder Management and Leadership Domonstrate strong interpersonal skills in collaborating with the larger executive hiring team. Decision-making and Problem Solving Demonstrate ability to think and execute alternative talent sourcing methodologies in tapping the passive talent. Risk and Control Objective Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise Wide Risk Management Framework and internal Barclays Policies and Policy Standards Essential Skills/Basic Qualifications: Graduate or Post-Graduate degree. Strong experience in talent attraction and recruitment from the BFSI industry. Strong experience in different and latest candidate sourcing methodologies. Preferably has experience in the banking industry and technology sector. Desirable skills/Preferred Qualifications: Background in Executive Search preferred Has a practical, commercial approach to data management as opposed to a cerebral, scientific approach Service mentality with an aspiration to “delight the client and candidate” Understands how to push back on unreasonable expectations whilst maintaining a “can do” attitude Manages tough conversations appropriately and understands the need to deliver bad news and communicate when things are going wrong Operates with urgency and energy and strives to make a positive impact, does not subscribe to a “them and us” mentality Lives the Barclays values and has a shareholder mindset, inclusive and takes ownership of the problem, is able to get things done in a complex global environment Show more Show less

Job Title: Customer Service & Upselling Executive (Voice Process) Company: IDFC First Bank Ltd. Location: Thane & Juinagar Job Type: Full-time Eligibility: Graduate (any stream) Facilities: Pickup & Drop Facility Provided Job Description : IDFC First Bank Ltd. is hiring dynamic and customer-oriented individuals for the role of Customer Service & Upselling Executive in a voice-based process. This role involves handling customer queries and promoting banking products over voice calls, ensuring exceptional service and satisfaction. Key Responsibilities : Handle inbound and outbound voice calls to assist customers with their banking queries. Provide solutions related to products such as savings accounts, personal loans, credit cards, mobile banking, etc. Upsell and cross-sell relevant financial products based on customer profile and needs. Meet daily/weekly targets for upselling, call handling time, and customer satisfaction. Update call logs, feedback, and customer interaction data in CRM systems. Ensure compliance with all banking regulations and internal procedures. Coordinate with internal teams for query resolution where necenecessar Skills & Requirements : Must be a Graduate in any discipline. 0–2 years of experience in voice-based customer service or telecalling preferred (Freshers may apply). Excellent verbal communication in English, Hindi, and/or Marathi. Confident, persuasive, and able to handle customer objections. Show more Show less

Job Title: AI Engineer Want to join a startup, but with the stability of a larger organization? Join our innovation team at HGS that's focused on building SaaS products. If you are highly driven & passionate person who'd like to build highly scalable SaaS products in a startup type of environment, you're welcome to apply. The HGS Digital Innovation Team is designed to create products and solutions relevant for enterprises, discover innovations and to contextualize and experiment with them within a specific industry. This unit provides an environment for the exploration, development, and testing of Cloud-based Digital AI solutions. In addition to that it also looks at rapid deployment at scale and sustainability of these solutions for target business impacts. Job Overview We are seeking an agile AI Engineer with a strong focus on both AI engineering and SaaS product development in a 0-1 product environment. This role is perfect for a candidate skilled in building and iterating quickly, embracing a fail fast approach to bring innovative AI solutions to market rapidly. You will be responsible for designing, developing, and deploying SaaS products using advanced Large Language Models (LLMs) such as Meta, Azure OpenAI, Claude, and Mistral, while ensuring secure, scalable, and high-performance architecture. Your ability to adapt, iterate, and deliver in fast-paced environments is critical. Responsibilities Lead the design, development, and deployment of SaaS products leveraging LLMs, including platforms like Meta, Azure OpenAI, Claude, and Mistral. Support product lifecycle, from conceptualization to deployment, ensuring seamless integration of AI models with business requirements and user needs. Build secure, scalable, and efficient SaaS products that embody robust data management and comply with security and governance standards. Collaborate closely with product management, and other stakeholders to align AI-driven SaaS solutions with business strategies and customer expectations. Fine-tune AI models using custom instructions to tailor them to specific use cases and optimize performance through techniques like quantization and model tuning. Architect AI deployment strategies using cloud-agnostic platforms (AWS, Azure, Google Cloud), ensuring cost optimization while maintaining performance and scalability. Apply retrieval-augmented generation (RAG) techniques to build AI models that provide contextually accurate and relevant outputs. Build the integration of APIs and third-party services into the SaaS ecosystem, ensuring robust and flexible product architecture. Monitor product performance post-launch, iterating and improving models and infrastructure to enhance user experience and scalability. Stay current with AI advancements, SaaS development trends, and cloud technology to apply innovative solutions in product development. Qualifications Bachelor’s degree or equivalent in Information Systems, Computer Science, or related fields. 6+ years of experience in product development, with at least 2 years focused on AI-based SaaS products. Demonstrated experience in leading the development of SaaS products, from ideation to deployment, with a focus on AI-driven features. Hands-on experience with LLMs (Meta, Azure OpenAI, Claude, Mistral) and SaaS platforms. Proven ability to build secure, scalable, and compliant SaaS solutions, integrating AI with cloud-based services (AWS, Azure, Google Cloud). Strong experience with RAG model techniques and fine-tuning AI models for business-specific needs. Proficiency in AI engineering, including machine learning algorithms, deep learning architectures (e.g., CNNs, RNNs, Transformers), and integrating models into SaaS environments. Solid understanding of SaaS product lifecycle management, including customer-focused design, product-market fit, and post-launch optimization. Excellent communication and collaboration skills, with the ability to work cross-functionally and drive SaaS product success. Knowledge of cost-optimized AI deployment and cloud infrastructure, focusing on scalability and performance. Show more Show less

Job Title: Data Engineer – Cloud-Agnostic, Data, Analytics & AI Product Team Location: Hyderabad Employment Type: Full-time Why this role matters Our analytics and AI products are only as good as the data they run on. You will design and operate the pipelines and micro-services that transform multi-structured data into reliable, governed, and instantly consumable assets—regardless of which cloud the customer chooses. Core Skills & Knowledge Programming: Python 3.10+, Pandas or Polars, SQL (ANSI, window functions, CTEs), basic bash. Databases & Warehouses: PostgreSQL, Snowflake (stages, tasks, streams), parquet/Delta-Lake tables on S3/ADLS/GCS. APIs & Services: FastAPI, Pydantic models, OpenAPI specs, JWT/OAuth authentication. Orchestration & Scheduling: Apache Airflow, Dagster, or Prefect; familiarity with event-driven triggers via cloud queues (SQS, Pub/Sub). Cloud Foundations: Hands-on with at least one major cloud (AWS, Azure, GCP) and willingness to write cloud-agnostic code, with a cost-aware development approach. Testing & CI/CD: pytest, GitHub Actions / Azure Pipelines; Docker-first local dev; semantic versioning. Data Governance: Basic understanding of GDPR/PII handling, role-based access, and encryption-at-rest/in-flight. Nice-to-Have / Stretch Skills Streaming ingestion with Kafka / Kinesis / Event Hub and PySpark Structured Streaming. Great Expectations, Soda, or Monte Carlo for data quality monitoring. Graph or time-series stores (Neo4j, TimescaleDB). Experience & Education 6-8 years of overall IT experience with over 4 years of relevant experience building data pipelines or back-end services in production, ideally supporting analytics or ML use-cases. Bachelor’s in Computer Science, Data Engineering, or demonstrably equivalent experience. Show more Show less

At (TekLink HGS Digital), our vision is to be the globally preferred digital transformation partner for our clients, creating value in their business through rigorous innovation at scale. We are an expert team of 500+ leading strategic thinkers, digital marketing and creative masters, data analysts, software engineers, and process optimization specialists with an elemental desire to create transformative digital solutions. Job Title: Data Scientist Location: Hyderabad, India Duration: Full time Data scientist would support our internal teams and clients in driving strategic decisions, applying advanced statistical & predictive analytics and machine learning concepts to solve business problems in BFSI and CPG domains. You will also phrase requirements document, contribute towards project plan, carry out data research and collection, study attributes and features, test for parameters, resolve data issues, decide on models, modeling, QA/testing and showcase the findings in various formats for client consumption. Responsibilities: a) Analytics Requirements Definition: Works with business users to approve the requirements for analytics solution. b) Data Preparation: Reviews data preparation rules (data extraction, data integration, data granularity, data cleansing etc.). Prepares data for analytical modelling. Guides data analysts and associate data scientists on data preparation activities. c) Builds Machine Learning (ML) and Statistical Models using Python/R/Scala/SAS/SPSS d) Collaborate with clients and internal teams to define industry-leading analytics solutions for a wide variety of industries and business groups e) Develop proof-of-concepts and demos needed for client & internal presentations f) Create clear functional and technical documentation g) Work agnostic across multiple industry sectors and functional domains, with focus on BFSI and CPG domains. h) Work closely with all stakeholders to identify, evaluate, design, and implement statistical and other quantitative approaches for modeling enterprise scale data and big data i) Display proficiency in converting algorithmic proof of concepts into business requirement documents for product development or data driven actionable intelligence Minimum Requirements & Qualification The ideal candidate should have: • Full time Degree in Mathematics, Statistics, Computer Science or Computer Applications from reputed institutions, B.E./B.Tech., MBA specialized in Marketing, Operations Research, Data Science and/or Business Analytics • Overall 8+ years of technical experience in IT industry across BFSI and CPG domains. • Minimum of 5 years of hands-on work experience in Data Science/Advance analytics, Machine Learning using Python and SQL • Practical experience specifically around quantitative and analytical skills is required. • People management skills and experience, and familiarity with the pharmaceutical industry are preferred. • Knowledge of solution design, planning, and execution • Contribute to case studies, blogs, eBooks, and whitepapers • Proficiency in maintaining strong project documentation hygiene • Able to fully assimilate into automated MLOps mode • Must have good communication skills – written, oral, ppt and language skills o Able to translate statistical findings to business English • Hands on experience in one or more of the skillsets below: o Programming Language: R Programming, Base SAS, Advanced SAS o Visualization Tool: Tableau, MS Excel, think-cell, Power BI, Qlik Sense o Automation Tool: VBA Macro, Python scripts • Basic understanding of NLP/NLU/NLG and text mining • Skills/knowledge of advanced ML techniques with image processing and signal processing is a plus • GenAI and multimodal GenAI skills with RAG development and fine tuning • Sounds statistical training in linear and non-linear regression, weighted regression, clustering, and classification techniques • Sound understanding of applied statistical methods including survival analysis, categorical data analysis, time series analysis and multivariate statistics • Introduction to classical statistical including concepts in Bayesian statistics, experimental design and inference theory • Practical understanding of concepts in computer vision, data mining, machine learning, information retrieval, pattern recognition and knowledge discovery • Additional knowledge in WFM, biological learning systems and modern statistical concepts is a plus • Knowledge of IoT devices and solutions with multi-sensor data fusion is a plus • Knowledge of Geostatistics, information theory, computational statistics is a plus • Experience in character recognition with image, speech, and video analytics capabilities is a plus • Working knowledge of or certifications in AWS/Azure/GCP is beneficial

Job Title: Front-End Developer – Data, Analytics & AI Product Team Core Skills & Knowledge Languages & Frameworks: TypeScript, modern React (18+ hooks), HTML5, CSS3 / SCSS or Tailwind; familiarity with Next.js or Vite bundling. State & Data: React Query/SWR or Redux Toolkit; context, hooks, Web Workers, local storage, virtualized lists for high-volume tables. API Consumption: Fetch/axios, GraphQL clients (Apollo/urql), WebSockets/SSE for real-time dashboards; graceful handling of latency, pagination and retries. Testing & QA: Jest, React Testing Library, Cypress/Playwright; story-driven component development (Storybook) and visual regression checks. Version Control & DevOps: Git & trunk-based workflows, semantic commits, automated code-quality gates, containerized local dev (Docker), basic GitHub Actions or ArgoCD exposure. Accessibility & UX: WCAG 2.1 AA compliance, keyboard navigation, screen-reader support, responsive layouts, i18n readiness. Nice-to-Have / Stretch Skills Data-visualization libraries (D3.js, Recharts, ECharts) and an eye for analytic storytelling. Experience embedding LLM or chat-style assistants in front-end flows (OpenAI, Azure OpenAI, LangChain JS). Basics of Python or Jupyter notebooks to collaborate with data-science peers. Cloud-native patterns (AWS Amplify, Azure Static Web Apps) and IaC familiarity (Terraform, Pulumi). Exposure to edge/decentralized storage (IndexedDB, Web Assembly) for offline or low-latency use cases. Experience & Education 2–4 years professional front-end development; proven delivery of at least one data-heavy or AI-enabled product to production. Bachelor’s in Computer Science, Software Engineering or demonstrably equivalent experience. Ways of Working Agile first: Scrum/Kanban with two-week sprints, story-point estimation and sprint retros. Communication: Daily stand-ups, Slack/Teams, clear written PR descriptions; direct end-user demos when needed. Time-zone coordination: Regular overlap with US morning hours; responsive hand-offs to back-end and data-science teammates. What’s in it for you Influence greenfield AI products used enterprise-wide. Grow alongside MLOps, data-science & back-end specialists. Equal Opportunity: We celebrate diversity — your unique background, identity and ideas make our products stronger. If you meet most requirements but not all, we still encourage you to apply.

Role Objective: Develop pricing based on RFP requirement and help provide sensitivity related to assumptions. Collaborate cross-functionally to align pricing with business objectives. Key Responsibilities: Analyse pricing data to provide insights. Create pricing models and run scenario simulations. Monitor and report on pricing performance (revenue, margin, etc.). Partner with sales on pricing proposals and changes. 2. Required Qualifications Must-Have Skills: Strong analytical and Excel/SQL skills Experience with pricing tools or models Understanding of margin analysis, elasticity, and competitive benchmarking Communication skills for cross-functional work Preferred Experience: BPO Industry experience Tools: SQL, Tableau/Power BI.

Role, Duties and Responsibilities Corporate Finance - • Responsible for Forecasting and Budgeting with co-ordination with the geography finance and business teams • Prepare, maintain, and provide monthly, quarterly and custom reports to the senior management focusing on key performance indicators that deliver visibility to financial results and trends • Provide strategic insights by analyzing financial results, actual and YTD performance comparison with prior periods, forecasts, and plans • Work for ad-hoc requests including financial consolidation, reporting, board deck and analysis in support of business objectives • Collaborate extensively with business heads across the organization to track business metrics and performance • Work on Automation finance initiatives - Adaptive. Power BI etc • Drive and Work on cost optimization and other org initiatives and drive them globally • Opportunity to work on Treasury ops work • Person to take ownership and end-to-end responsibility of work.

Hinduja Global Solutions Ltd., (HGSL) is a Indian listed company and part of Hinduja Group serving fortune 500 companies for the last 40 years. It is a Digital Technology BPM company specializing in Consumer Engagement Services in the fields of Technology, Telecom, banking, retail operations, Data Analytics and Digital Technology services. The Parent Co holds entities in the USA, Philippines, UK, Canada, South Africa, Colombia and Jamaica through subsidiaries and step-subsidiaries. Its Global Revenues is INR 5087 cr. and profit before tax is INR 110 cr. as on March 31, 2024. The financials and all other particulars can be viewed by going through the website – https://hgs.cx/investors/annual-reports-hgsl Job Summary: We are looking for dynamic and experienced Chartered Accountants to join our Business Finance team. This role involves partnering with cross-functional global teams to drive financial strategy, governance, and performance across the UK/North America/APAC regions. The ideal candidate will bring strong analytical skills, business acumen, and a collaborative mindset to support strategic decision-making and financial excellence. Key Responsibilities: Strategic Business Partnership: Collaborate with business unit leaders to develop and implement financial strategies aligned with business goals. Act as a trusted financial advisor, translating complex financial data into actionable business insights. Planning, Budgeting & Forecasting: Lead annual budgeting and quarterly forecasting processes for business units. Ensure financial plans are accurate, realistic, and aligned with strategic objectives. Performance Analysis & Reporting: Analyze monthly/quarterly business performance against budget and forecasts. Provide variance analysis, cost tracking, and performance commentary to stakeholders. Analyze business KPIs monthly including utilization metric, bench cost, practice area level GMs Work with F&A team on improving reporting guidelines and minimizing Monthly MIS errors Decision Support: Conduct financial modeling, scenario analysis, and investment evaluations to support business decisions. Assess pricing, cost structures, and new business opportunities. Profitability & Cost Optimization: Identify drivers of profitability and support cost control initiatives. Recommend improvements to enhance margin and resource efficiency. Governance & Compliance: Ensure adherence to financial controls, internal policies, and accounting standards. Support audits and regulatory compliance requirements as needed. Qualifications: Chartered Accountant (CA) certification is mandatory. 3–8 years of relevant experience in business finance, FP&A, or financial governance. Proven ability to work with teams across geographies (UK, NA, APAC). Strong communication and stakeholder management skills. Proficiency in financial tools and systems (e.g., SAP, Oracle, Hyperion, Excel, Power BI). A proactive, “can-do” attitude with a fast-learning curve. Work Schedule: UK Support: Aligned to UK business hours NA Support: Aligned to North American business hours APAC Support: Aligned to APAC business hours

Job Description Designation: Process Consultant Requirement Qualification: Graduate Minimum 2 years of international customer service experience supporting chat channels. Excellent communication skills. Should be ok with night shift, Sat & Sunday weekly off Typing speed of at least 50 WPM with 90% accuracy Quick Navigation Ability, Web Savvy, Basic Troubleshooting Knowledge Multitasking: Ability to Toggle Between Screens/Tools 5 days working and 2 days off. Salary: Up to 5 LPA Work Location: DLF Cybercity, Gachibowli, Hyderabad 2-way cab facility will be provided. Roles & Responsibilities Deliver world-class customer service while responding to Customer inquiries and concerns via multiple channels (web chat, mobile messaging, etc.) Build meaningful relationships with our customers through a consultative approach, understanding their current and future needs, providing first contact resolution, and negotiating a positive outcome for the customer. Enhance our customers’ experience by identifying opportunities to offer products based on cardmembers’ needs. Meet and exceed quality goals, compliance regulations, and productivity targets. Navigate computer systems and applications to service our customers and enable them to get the most from our online and mobile platforms. Document necessary information, such as payment details, customers changes of details, changes of address, and travel notifications.

Role Summary: The Real-Time Analyst (RTA) plays a critical role in ensuring operational efficiency and service delivery performance by actively monitoring, analyzing, and managing real-time activities across multiple queues. This role serves as the first line of defense to ensure service levels and performance metrics are achieved, while supporting operations with timely and accurate reporting, issue escalation, and actionable insights. Key Responsibilities: A. Real-Time Monitoring & Queue Management Monitor real-time call, chat, or case queues to ensure service level goals are met consistently. Track and manage agent availability, idle time, and adherence in alignment with intraday staffing plans. Respond to spikes in volume or unexpected events (e.g., call surges, outages, high absenteeism) by adjusting break schedules and recommending intraday actions. Manage agent skill assignments in systems like Avaya/CMS and adjust as needed based on traffic patterns. Conduct pre-shift test calls and validate system readiness at the start of the day. Manage pre- and post-shift overtime to control people costs without compromising service levels. Raise red flags or risk alerts to operations for potential staffing imbalances. B. Reporting & Analytics Generate and publish real-time and intraday reports covering key metrics such as volume, AHT, SL, staffing, and abandon rates. Produce End-of-Day (EOD) and daily performance summaries for operational review. Track historical performance trends and provide actionable insights for continuous improvement. Publish agent adherence and schedule compliance reports, and highlight anomalies or patterns. Maintain audit trails, issue logs, and action trackers to ensure transparency and accountability. Conduct regular skill audits to verify the accuracy of agent assignments to queues/LOBs. C. Coordination & Stakeholder Engagement Collaborate with WFM scheduling teams for intraday staffing adjustments or shift/break reschedules. Interface with operations leads, IT teams, and client representatives to coordinate responses to system issues or performance challenges. Attend regular operations, WFM, and client meetings to provide updates and align on goals. Ensure accurate absenteeism reporting by monitoring sick line and validating absence data. Provide proactive recommendations based on real-time insights, such as cross-skilling needs, overflow planning, or LOB-specific focus areas. Support outage management protocols by coordinating communication and resolution steps. D. Process Improvement & Support Help develop and refine operational playbooks, SOPs, and escalation matrices for real-time management. Support the design and implementation of new reporting templates or dashboards. Contribute to business continuity planning (BCP) by maintaining flexible real-time coverage models. Assist in training new RTAs or operational partners on real-time processes and tools. Preferred Skills & Qualifications: 2–3 years of experience in WFM real-time monitoring or contact center operations. Any graduation and above Strong analytical skills with proficiency in MS Excel, WFM tools (e.g., NICE IEX,) Excellent communication skills, both written and verbal. Ability to work under pressure, prioritize multiple tasks, and manage time effectively. Flexible to work across time zones, based on the program’s Hours of Operation. Knowledge of SLA, AHT, adherence, occupancy, shrinkage, and other WFM KPIs.

Responsibilities In person Order/Quality Inspection: Conduct printing, IPQC and finished QC inspection in the factory onsite. Test reports: Monitor and audit test reports like PCR, PS reports etc., vendor’s COCs. CAPA Following: Assist Asia/India team on QC complaints and CAPA developments. Working Content · Printing Checking and approval: checking the printing quality against approved proof onsite. · In Process Quality Checking: do essential or random IPQC per requests onsite. · Outgoing Quality Checking: do essential or random OQC per requests onsite. · Test reports review: review the test reports from factories and approve the products for production or shipping. · Quality Complaints Inspection: do quality inspections with factories under the leadership of quality and project manager. · Report to Quality and Project Manager

HGS is a global leader in customer experience management. With more than 18,000 employees spread across 9 countries, our mission is to make our clients more competitive by providing exceptional experiences. Powered by a people first philosophy and experience serving over 1100 of the world’s leading brands, HGS is the perfect place to build your future! Job Role: Manager - Emai Process (Contact Center) Required Experience: 6 + Years. Shift Timing: Rotational Shift (Morning 7:00 Am to Night 1:00 Am), Drop facility available only after 10 PM. Primary Skills: Excellent English written & verbal communication skills, excellent interpersonal skills and team player. Experienced in Non Voice process like: Chat, Email, Social Media. Job Description Must have team handling experience. Set targets for the teams. Should have previous experience in email or chat process. Experience of handling international contact centers is must. Good knowledge of social media is added advantage. Schedule and organize shift patterns for team members to ensure that customers are never left unattended. Understand all organization's products, services, procedures and guidelines and communicate same to all team members Prepare forecasts and plan the operations accordingly. Monitor all queries/interactions to ensure that due procedures and quality standards are strictly adhered to Facilitate and organize training session for all agents and participate in recruitment of new agents & team leaders Conduct regular review of all the team leaders performance and organize training sessions for under performers Submit regular reports to management and seek new ideas and strategies to improve performance at the center Keep up with trends and happenings in the industry and ensuring adherence to industry standards Ensure that clients are kept happy and satisfied at all times by providing prompt response and solutions to their challenges. Drive team leaders performance Communication with client to ensure liaison with them through email slack and whatsapp Availability throughout the HOOP 18*7 Attention to detail and readiness to do dive into issues realtime Readiness to learn the product and use logical reasoning while helping the team respond to cases As an equal opportunity employer, HGS is dedicated to diversity, inclusivity and Equity. HGS does not discriminate on the basis of the race, ethnicity, religion, sex, national origin, age, veteran disability, or genetic information or any other reason prohibited by law in employment. We believe in the power of diversity to create an environment where every individual excels, and our diverse customer and colleague base is deeply understood.

Staff Accountant Location: Vashi, Navi Mumbai Experience: 2 to 4 Years Department: F&A Shared Services Level: Associate Are you an organized and motivated accounting professional ready to make an impact? Join our dynamic and growing team as a Staff Accountant and play a key role in revitalizing our financial record-keeping and day-to-day bookkeeping. At our energetic company, you’ll collaborate closely with fellow accountants and operations staff, bringing structure and clarity to our financial processes while gaining valuable hands-on experience. What You’ll Do: Communicate clearly and concisely via email, phone, and in-person Manage Accounts Payable and Receivable processes with accuracy Leverage your expertise in Microsoft Excel to analyze and organize data Utilize SAP knowledge, including TDS and GST compliance, to maintain financial records Take initiative as a self-starter, demonstrating a strong sense of urgency and the ability to work well under pressure Apply meticulous attention to detail and strong analytical skills to problem-solving Drive decisions with a data-driven mindset Manage your time effectively to meet deadlines Deliver a high level of customer service, ensuring smooth financial operations What We’re Looking For: Graduate or Post Graduate in relevant fields 2 - 4 years of experience in accounting or finance Passion for accuracy, organization, and continuous improvement If you’re ready to contribute to a thriving company and develop your accounting career, we’d love to hear from you!

HGS is a global leader in customer experience management. With more than 18,000 employees spread across 9 countries, our mission is to make our clients more competitive by providing exceptional experiences. Powered by a people first philosophy and experience serving over 1100 of the world’s leading brands, HGS is the perfect place to build your future! Creative & Social Media Head Work Exp - 12 years plus CTC – upto 25 L Location – Mumbai (Andheri/ Vashi) | WFO Background - Leader from particularly a mid-sized agency. Not very big agency also not very small. Extensive experience in Social is required. Team – Leading Social and Creative team Female Candidates Mandatory. A Leader who can head both Social Media and Creative teams. Will be involved with social media strategy and creative content development. Will oversee the creation and execution of social media campaigns, manage the team's creative output and will be responsible for complete deliverables. Responsibilities Social Media Strategy: Develop and implement social media strategies aligned with overall marketing objectives, considering target audience, platform best practices, and industry trends. Creative Strategy: Lead the development of compelling and engaging content for social media platforms, including visuals, copy, and video, ensuring brand consistency and voice. Team Management: Manage and mentor a team of social media managers, content creators, designers, and other creative professionals, providing guidance, feedback, and opportunities for growth. Budget Management: Manage and allocate the social media and creative budgets effectively, ensuring efficient resource allocation and ROI. Cross-Functional Collaboration: Collaborate with other departments, including Account Managers, Paid Marketing, etc10to ensure alignment and synergy. Qualifications Bachelor's degree in Marketing, Communications, or a related field. 10+ years of experience in social media management and creative content development. Proven track record of developing and implementing successful social media strategies. Strong understanding of social media platforms, algorithms, and best practices. Creative vision and ability to develop innovative content concepts. Excellent communication, interpersonal, and presentation skills. Ability to work independently and as part of a team in a fast-paced environment. Key Skills Social Media Strategy & Deliverables Creative Strategy & Deliverables Team Leadership & Management Budget Management Cross-Functional Collaboration Creative Vision & Innovation Desired Skills Experience with specific social media platforms (e.g., Instagram, Facebook, TikTok, LinkedIn). Proficiency in Graphic design and Video editing software. As an equal opportunity employer, HGS is dedicated to diversity, inclusivity and Equity. HGS does not discriminate on the basis of the race, ethnicity, religion, sex, national origin, age, veteran disability, or genetic information or any other reason prohibited by law in employment. We believe in the power of diversity to create an environment where every individual excels, and our diverse customer and colleague base is deeply understood.

HGS is a global leader in customer experience management. With more than 18,000 employees spread across 9 countries, our mission is to make our clients more competitive by providing exceptional experiences. Powered by a people first philosophy and experience serving over 1100 of the world’s leading brands, HGS is the perfect place to build your future! Job Description 10+ years in Interaction analytics & Quality analytics. Establish and maintain Interaction Analytics standards and practices, metrics, and performance targets across all interaction analytics accounts. Conduct assessments of contact center operations to identify areas for improvement and potential projects Set clear performance expectations, provide regular feedback, and conduct performance reviews with the team and operations stakeholders Drive analytics initiatives across all contact center operations. Collaborate with cross-functional teams (e.g., Training, Operations, Customer Service) to implement process changes and address identified issues. Engaging with Interaction Analytics Platforms, should be quality Analyst, People management skills As an equal opportunity employer, HGS is dedicated to diversity, inclusivity and Equity. HGS does not discriminate on the basis of the race, ethnicity, religion, sex, national origin, age, veteran disability, or genetic information or any other reason prohibited by law in employment. We believe in the power of diversity to create an environment where every individual excels, and our diverse customer and colleague base is deeply understood.

Roles & Responsibilities Deliver world-class customer service, while responding to Customer inquiries and concerns via multiple channels (web chat, mobile messaging, etc.) Build meaningful relationships with our customers through a consultative approach, understanding their current and future needs, providing first contact resolution, and negotiating a positive outcome for the Customer. Enhance our customers’ experience by identifying opportunities to offer products based on Cardmembers’ needs. Meet and exceed quality goals, compliance regulations and productivity targets. Navigate computer systems and applications to service our customers and enable them to get the most from our online and mobile platforms. Document necessary information, such as payment details, Customers change of details, change of address and travel notifications

As a global leader in customer experience management, HGS is dedicated to making our clients more competitive by delivering exceptional experiences. With a workforce of over 18,000 employees in 9 countries and a strong focus on a people-first philosophy, we have successfully served over 1100 of the world's leading brands. Join us at HGS to shape your future! Your role will involve researching and evaluating emerging technologies such as AI, Chatbot, and Cloud Computing to understand their potential impact on HGS accounts. You will be responsible for leading and managing the implementation of these technologies, ensuring smooth transitions and minimizing disruptions during projects. Collaboration and fostering strong relationships across departments will be key to ensuring the successful execution of projects. Identifying and mitigating potential risks associated with transformation projects, including security, compliance, and operational risks, will be a crucial part of your responsibilities. It will be essential to stay up-to-date with the latest digital trends, technologies, and best practices in the industry to drive innovation and excellence at HGS.,