Process Specialist

Job Title: Process Specialist Reports To: Team Lead Career Stream: BPM - Operations Career Sub Stream: Operations - Vertical Business Department: VL Job Level: 3A Direct Reports: None Purpose of the Role: The purpose of this role is to review complex deals and provide expert guidance to P&F, partners, End Customers with regards to deal structure. To ensure that operational, compliance, process requirements and deal structure have been considered prior to signature
Essential Qualifications, Training and Experience:

• Excellent planning, organisational and coordinating skills.
• Excellent communication and engagement skills - Fluent English essential and one other language as required.
• Attention to detail and ability to policies and process.
• Ability to identify and resolve issues identified.
• Excellence in Microsoft Office suite
• Ability to work effectively as part of a team and independently.
• Ability to deliver insights through analytics
• Able to work from his own initiative

Desirable Qualifications, Training and Experience:

• A third level Degree desirable, preferably in a business and language discipline

Personal Attributes required:

• Good analytical, problem solving, judgement and decision making skills.
• Ability to challenge assumptions and ideas in a constructive and professional manner.
• Excellent communication skills and a strong focus on customer satisfaction
• Proactive self-starter, willing to actively assume ownership of assigned projects / activity
• Capable to independently achieve results in an ambiguous environment.

Competencies:

• Client Centricity & Business Metric Management
• IBPO Business Operations & Processes
• Quality Knowledge & Continuous Improvement Management
• SLA's & Performance Management
• Learning & Innovation
• Customer Orientation
• Driving Organizational Results
• High Impact Communication
• Analytical Ability
• Providing Direction
• Impact & Influence

Customer Interaction:

• Handles / Helps resolve escalations at the process level in order to ensure high customer satisfaction
• Provide expert consulting service
• Support of complex queries
• Proactively anticipate questions from P&F, End customer
• Interpretation of complex program and policy guidelines to prove solutions
• Document review to ensure dela structure is in order prior to signature

SLA Compliance:

• Executes transactions as per prescribed guidelines and timelines in order to meet SLA targets.
• Participates / supports the TL in the daily huddles, provides training / inputs on processes / business to the team in order to ensure delivery predictability

Process Compliance:

• Executes transaction processing in order to meet quality standards. Conducts QC / QA programs as part of the quality plan in order to ensure adherence to process steps

Knowledge Management:

• Reviews and validates the inputs from PEs and creates case studies/FAQs in order to capture tacit knowledge.

Process Reengineering:

• Participate in the ideation process and produces the documentation and trains the team on the reengineered process in order to meet client and internal commitments on a continuous basis

Talent Management (People Management):

• Supports the Team Lead by training people on process / domain as part of the growth plan in order to ensure high E-Sat

"Infosys is an Equal Opportunities Employer, Embracing Diversity in the workplace"

Disclaimer
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.