Deputy General Manager - Lead BRM (Customer Success & Engagement)

Job Title:

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.