Customer Care Executive

Job Title: Senior HR Manager and Office Manager

Location: Hyderabad, India – On-site / In-Person Role

Other Office Location: Mumbai

Role Overview:

We are looking for an experienced and resourceful Senior HR Manager and Office Manager to lead and manage human resources and administrative operations for our India offices, primarily based in Hyderabad, with additional oversight of our Mumbai location. This in-person role reports directly to the Global HR Director based at our U.S. Headquarters. The ideal candidate must possess a thorough understanding of Indian labor laws, strong HR leadership capabilities, and excellent communication skills to align local HR practices with

global business goals.

Key Responsibilities:

Recruitment & Talent Acquisition:

• Manage end-to-end recruitment for India operations – sourcing, interviewing, offer management, and onboarding.

• Partner with global and local hiring managers to identify role requirements and implement effective hiring strategies.

• Maintain relationships with recruitment agencies, job portals, and university placement cells for campus hiring.

Onboarding & Induction:

• Oversee employee onboarding and orientation programs to ensure a smooth transition for new hires.

• Ensure timely documentation, background verification, and induction training.

Performance Management:

• Lead annual and mid-year performance appraisal cycles using global tools and frameworks.

• Support managers in goal setting, feedback delivery, and performance improvement planning.

• Align performance KPIs with organizational objectives and compensation planning.

Payroll & Benefits Administration:

• Coordinate with finance/payroll vendors to ensure timely and accurate payroll processing.

• Handle payroll inputs: attendance, leaves, variable pay, reimbursements, and tax declarations.

• Administer employee benefits including health insurance, leave encashment, and statutory bonuses.

Employee Engagement & Retention:

• Design and execute employee engagement activities aligned with company culture and values.

• Conduct regular one-on-ones, feedback sessions, and stay interviews.

• Drive internal communications and employee recognition initiatives.

Compliance & Statutory Adherence:

• Ensure compliance with all central and state labour laws relevant to Telangana and Maharashtra:

• Provident Fund (PF), Employee State Insurance (ESI), Gratuity, Professional Tax, LWF

• Shops & Establishments Act, Maternity Benefit Act, POSH Act

• Prepare and submit all statutory reports and returns.

• Conduct HR audits and support internal or external compliance inspections.

HR Policies & Documentation:

• Maintain and update employee handbooks, HR policies, and standard operating procedures.

• Draft and manage employment contracts, NDAs, warning letters, and termination notices.

• Implement global policies locally and adapt them for Indian regulations where needed.

Training & Development:

• Identify training needs and coordinate technical, soft skills, and compliance training sessions.

• Liaise with internal departments and external trainers to execute learning programs.

Grievance Handling & Discipline:

• Act as the first point of contact for all employee queries and grievances.

• Manage employee relations issues, including investigations and disciplinary actions, in a fair and compliant manner.

• Ensure POSH committee functioning and timely resolution of complaints.

HR Reporting & Global Collaboration:

• Maintain HRIS and prepare regular reports and dashboards for India operations.

• Submit monthly/quarterly updates to the Global HR Director.

• Collaborate with global HR team to roll out global initiatives like DEI, policy updates, and engagement surveys.

Office Administration Responsibilities (Hyderabad & Mumbai):

• Oversee daily office management in Hyderabad, and coordinate with admin staff or vendors in Mumbai.

• Manage facility operations, security, pantry, and housekeeping.

• Monitor office supplies, procurement, and asset management.

• Ensure adherence to health, hygiene, and workplace safety standards.

• Coordinate logistics for internal meetings, external visitors, and company events.

Key Qualifications:

• Education: Bachelor's degree in Human Resources / Business Administration; MBA/PGDM in HR preferred.

• Experience: 7–10 years of HR experience in India, with at least 2 years in a senior HR or business partner role. Prior experience working with global teams is a strong advantage. Experience in handling both HR and office administration is preferred.

• Language: Fluency in English and Hindi is required. Telugu proficiency is a plus.

• Technical Skills: Proficiency in HRMS (e.g., Zoho People, Keka, GreytHR), payroll tools, MS Office, and global collaboration platforms (Google Workspace, Zoom, Slack, etc.).

Ideal Candidate Traits:

• Strong interpersonal and leadership skills.

• Hands-on, proactive, and able to work independently with global teams.

• Excellent knowledge of Indian labour law and HR best practices.

• Detail-oriented and process-driven with strong documentation skills.

• Open to occasional travel to the Mumbai office or other domestic sites.

Review Criteria

• Strong Lead – User Research & Analyst profile (behavioural/user/product/ux analytics)
• 10+ years of experience in Behavioral Data Analytics, User Research, or Product Insights, driving data-informed decision-making for B2C digital products (web and app).
• 6 months+ experience in analyzing user journeys, clickstream, and behavioral data using tools such as Google Analytics, Mixpanel, CleverTap, Firebase, or Amplitude.
• Experience in leading cross-functional user research and analytics initiatives in collaboration with Product, Design, Engineering, and Business teams to translate behavioral insights into actionable strategies.
• Strong expertise in A/B testing and experimentation, including hypothesis design, execution, statistical validation, and impact interpretation.
• Ability to identify behavioral patterns, funnel drop-offs, engagement trends, and user journey anomalies using large datasets and mixed-method analysis.
• Hands-on proficiency in SQL, Excel, and data visualization/storytelling tools such as Tableau, Power BI, or Looker for executive reporting and dashboard creation.
• Deep understanding of UX principles, customer journey mapping, and product experience design, with experience integrating qualitative and quantitative insights.

Preferred

• Ability to build insightful dashboards and executive reports highlighting user engagement, retention, and behavioral metrics; familiarity with mixed-method research, AI-assisted insight tools (Dovetail, EnjoyHQ, Qualtrics, UserZoom), and mentoring junior researchers

Job Specific Criteria

• CV Attachment is mandatory
• We have an alternate Saturday’s working. Are you comfortable to WFH on 1st and 4th Saturday?

Role & Responsibilities

Product Conceptualization & UX Strategy Development:

• Conceptualize customer experience strategies
• Collaborate with product managers to conceptualize new products & align UX with product roadmaps.
• Develop and implement UX strategies that align with business objectives.
• Stay up-to-date with industry trends and best practices in UX & UI for AI.
• Assist in defining product requirements and features.
• Use data analytics to inform product strategy and prioritize features.
• Ensure product alignment with customer needs and business goals.Develop platform blueprints that include a features and functionalities map, ecosystem map, and information architecture.
• Create wireframes, prototypes, and mock-ups using tools like Figma
• Conduct usability testing and iterate designs based on feedback
• Employ tools like X-Mind for brainstorming and mind mapping

Customer Journey Analysis:

• Understand and map out customer journeys and scenarios.
• Identify pain points and opportunities for improvement.
• Develop customer personas and empathy maps.

Cross-Functional Collaboration:

• Work closely with internal units such as UX Research, Design, UX Content, and UX QA to ensure seamless delivery of CX initiatives.
• Coordinate with development teams to ensure UX designs are implemented accurately.

Data Analytics and Tools:

• Utilize clickstream and analytics tools like Google Analytics, CleverTap, and Medallia to gather and analyse user data.
• Leverage data to drive decisions and optimize customer experiences.
• Strong background in data analytics, including proficiency in interpreting complex datasets to inform UX decisions.

Ideal Candidate

• Bachelor’s or Master’s degree in a relevant field (e.g., UX Design, Human-Computer Interaction, Computer Science, Marketing).
• 5+ years of experience in CX/UX roles, preferably in a B2C environment.
• Proficiency in analytics tools (Google Analytics, CleverTap, Medallia, Hotjar, etc).
• Strong understanding of wireframing and prototyping tools (Figma, XMind, etc).
• Excellent communication and collaboration skills.
• Proven experience in managing cross-functional teams and projects.
• Strong background in data analytics and data-driven decision-making.
• Expert understanding of user experience and user-centered design approaches
• Detail-orientation with experience and will to continuously learn, adapt and evolve
• Creating and measuring the success and impact of your CX designs
• Knowledge of testing tools like Maze, UsabiltyHub, UserZoom would be a plus
• Experienced in designing responsive websites as well as mobile apps
• Understanding of iOS and Android design guidelines
• Passion for great customer-focus design, purposeful aesthetic sense and generating simple solutions to complex problems.
• Excellent communication skills to be able to present their work and ideas to the leadership team.

Responsibilities:

• Lead simultaneous development for multiple business verticals.
• Design & develop highly scalable, reliable, secure, and fault-tolerant systems.
• Ensure that exceptional standards are maintained in all aspects of engineering.
• Collaborate with other engineering teams to learn and share best practices.
• Take ownership of technical performance metrics and strive actively to improve them.
• Mentors junior members of the team and contributes to code reviews.

Requirements:

• A passion to solve tough engineering/data challenges.
• Be well versed with cloud computing platforms AWS/GCP
• Experience with SQL technologies (MySQL, PostgreSQL)
• Experience working with NoSQL technologies (MongoDB, ElasticSearch)
• Excellent Programming skills in Python/Java/GoLang
• Big Data streaming services (Kinesis, Kafka, RabbitMQ)
• Distributed cache systems(Redis, Memcache)
• Advanced data solutions(BigQuery, RedShift, DynamoDB, Cassandra)
• Automated testing frameworks and CI/CD pipelines Infrastructure orchestration(Docker/Kubernetes/Nginx)
• Cloud-native tech like Lambda, ASG, CDN, ELB, SNS/SQS, S3 Route53 SES

Job Description:

• 3 - 4 years of hands-on Python programming & libraries like PyData, Pandas
• Exposure to Mongo DB
• Experience in writing Unit Test cases
• Expertise in writing medium/advanced SQL Database queries
• Strong Verbal/Written communication skills
• Ability to work with onsite counterpart teams

What we are looking for?

A React JS Developer to manage a project for one of our biggest clients in the banking domain. The Individual should be passionate about technology, and experienced in developing and managing cutting-edge technology applications.

Technical Skills:

• 4 - 8 years experience in various software development/maintenance roles and proven experience working on React projects under an Agile /Scrum methodology and extensively used 

    React JS (Must Have)

    C#, .Net Core (Good to have)

    Web API

    JQuery

   HTML5

    Version control systems like GIT.

• Experience in doing peer reviews and code reviews.
• Unit Testing Frameworks like Jest and karma
• Exposure to Source control like TFS, GIT
• Understanding of Agile methodologies
• Experience with Real Estate IT systems would be an advantage.
• Understanding of Enterprise Frameworks, Release procedures, understanding of development environments.
• Demonstrated ability in communicating with business users and assessing their needs.
• Demonstrated ability in providing solutions and working through the full development life cycle.
• Experience in progress reporting to management.
• Time Management Skills.
• Analytical and problem-solving skills.
• Excellent troubleshooting and communication skills.
• Have the ability to provide constructive criticism in an inoffensive manner and be willing to help the team achieve the sprint goal. 
• Other duties as required.
• Participate in requirements analysis
• Write clean, scalable code using React
• Test and deploy applications and systems
• Refactor and debug code.
• Develop documentation throughout the software development life cycle (SDLC).
• Expert in applications and provide technical support.
• Work closely with Solution Architect in designing applications. 
• Write unit tests/functional tests/integration tests as per the definition of done for the Scrum team. 
• Write and verifies code that adheres to the acceptance criteria 
• Development according to best practices as per industry standards. 
• Post Implementation Support and production support. 
• Work closely with Architects and Scrum Masters to ensure the team attains continuous improvement 
• Have the ability to provide constructive criticism in an inoffensive manner and be willing to help the team achieve the sprint goal. 
• Ability to meet with clients as and when needed to discuss technical issues

Behavioral Skills:

• Resolve technical issues of projects and Explore alternate designs
• Participates as a team member and fosters teamwork through inter-group coordination within the modules of the project.
• Effectively collaborates and communicates with the stakeholders and ensures client satisfaction
• Train and coach members of project groups to ensure effective knowledge management activity.

Certification:

• Any relevant certification would be added advantage