Assistant Manager

Assistant Manager - Team Lead (4A)
Role Overview
The Assistant Manager - Team Lead is responsible for preparing service quality plans, managing team performance, ensuring process compliance, resolving escalations, and maintaining knowledge management standards. The role supports delivery predictability and ensures both client and internal commitments are consistently met within Infosys guidelines and policies.

Key Role Details

• Job Title: Team Lead - Assistant Manager
• Reports To: Operations Manager
• Career Stream: BPM - Operations
• Career Sub Stream: Operations - Vertical Business
• Job Level: 4A
• Direct Reports: Yes

Shift Pattern
This role requires flexibility to work across rotational shifts:

• 06:00 - 14:30
• 14:00 - 22:30
• 22:00 - 06:30

Qualifications & Experience

• 6+ years overall experience
• High School Diploma
• Minimum 12 months in a Team Leader role
• Experience in customer management (advantageous)
• Experience participating in internal and client reviews at a senior level
• Experience managing multiple processes or large teams (15+ team size)

Skills & Capabilities

• Strong leadership and team management skills
• Excellent organisational and follow-through ability
• High proficiency in MS Office (Excel, Outlook, PowerPoint)
• Strong change management capability
• Analytical thinking and problem-solving skills
• Strong communication and interpersonal skills
• Ability to manage stress and deliver results under pressure
• High attention to detail and numerical ability
• Proven track record in operational excellence (process improvement, risk management, stability)
• Ability to work independently with sound judgement

Key Competencies

• Client Centricity & Business Metric Management
• Quality, Knowledge & Continuous Improvement
• SLA & Performance Management
• Learning & Innovation
• Analytical Ability
• Building High-Performing Teams
• Customer Orientation
• Business & Financial Management
• Contractual Management
• Operations & Process Knowledge
• Transition & Programme Management
• Driving Organisational Results
• High Impact Communication

Areas of Responsibility
Transition Management

• Support process definition and documentation
• Participate in transition activities for new or evolving processes
• Ensure team training and certification readiness

Operations Management

• Plan and deploy resources (people, infrastructure, shifts, skillsets)
• Monitor utilisation and ensure alignment to budget and pricing assumptions
• Allocate work and manage shift planning

Training & Capability Development

• Identify training needs across team members
• Drive implementation of training plans across technical, operational, and behavioural areas

Quality & Performance Management

• Develop and manage service quality plans
• Define and monitor team KRAs and deliverables
• Conduct daily reviews, dashboards, and huddles
• Lead weekly SLA reviews

People & Talent Management

• Manage and develop direct reports
• Drive engagement, motivation, and succession planning
• Support career development initiatives

Customer & Stakeholder Management

• Manage customer interactions and resolve escalations
• Maintain strong client relationships
• Support governance activities (internal and external)

Process & Compliance

• Ensure adherence to SOPs and process standards
• Maintain process compliance and update documentation as required
• Support audit readiness and compliance activities

Continuous Improvement & Transformation

• Identify process gaps and drive re-engineering initiatives
• Implement improvement plans to enhance CSAT
• Lead productivity and efficiency improvement projects

Financial & Resource Optimisation

• Monitor billing accuracy and reduce losses
• Optimize resource utilisation and control cost leakage

Knowledge Management

• Ensure adherence to KM systems and documentation standards
• Capture best practices, case studies, and learnings

Team Collaboration

• Build strong working relationships with peers and stakeholders
• Contribute to a collaborative and high-performing team culture

Client-provided location(s): Larkhall, United Kingdom

Job ID: Infosys-149287BR

Employment Type: OTHER

Posted: 2026-06-17T18:50:33