Senior Process Lead

Job Description :

Roles & Responsibilities :

• Deliver in accordance with the SSPA Program Guide and all the other associated DTP's/SOP's/KA's to all the requests / tickets that come to the Queue that this role demands to fulfill all the deliverables. Preference is to extend support across all the Queue's when the situation requires to support on any contingency.
• Identify opportunities to schedule calls / meetings with Users and/or Suppliers where needed to expedite & reduce the overall delivery lead time. Involve Stakeholders where necessary.
• Conduct Quality Checks in accordance to the desired levels and provide refreshers to the Team where appropriate.
• Expert level knowledge in all the Compliance & Audit related requirements such as in DPR, INA, SAAS & PCI.
• Ensure to exceed / maintain the SLA's / KPI's set all the time.
• Support the Team to bring in best-in-class recommendations to create / update the DTP's/SOP's/KA's where needed & appropriate.
• Provide Training to the Team, such as for New Hire's, Upskilling, Reskilling, Targeted Training etc. Support the Team to create / revise the Training Plan where appropriate.
• Support the Team in performing UAT, for both the External / Internal Tools and suggest a robust tool as applicable.

Basic Qualifications:

• At least 6 years of relevant work experience
• High School Diploma or GED Equivalent

Preferred Qualifications :

• Experience that includes Program / Project / Stakeholder / User management and handling / managing large number of Escalations.
• Experience in Customer Support and Ticket management field.
• Certifications: Certified Information Privacy Professional (CIPP) or a Certified Information Systems Security Professional (CISSP).
• Strong analytical skills, logical skills, reasoning skills & problem-solving skills with Customer facing.
• Ability to work with International Teams and support between the Teams.

Who We Are
Infosys BPM Limited, a wholly owned subsidiary of Infosys Limited (NYSE: INFY), provides end-to-end transformative business process management (BPM) services for its clients across the globe. The company's integrated IT and BPM solutions approach enables it to unlock business value across industries and service lines, and address business challenges for its clients. Utilizing innovative business excellence frameworks, ongoing productivity improvements, process reengineering , automation , and cutting-edge technology platforms, Infosys BPM enables its clients to achieve their cost reduction objectives, improve process efficiencies, enhance effectiveness, and deliver superior customer experience.
Infosys BPM has 44 delivery centers in 16 countries spread across 5 continents, with 59,443 employees from 108 nationalities, as of March, 2025.
The company has been consistently ranked among the leading BPM companies globally and has received over 60 awards and recognitions in the last 5 years, from key industry bodies and associations like the Outsourcing Center, SSON, and GSA, among others. Infosys BPM also has very robust people practices, as substantiated by the various HR-specific awards it has won over the years. The company has consistently been ranked among the top employers of choice, on the basis of its industry leading HR best practices. The company's senior leaders contribute widely to industry forums as BPM strategists.

Client-provided location(s): Bellevue, WA

Job ID: Infosys-137238BR

Employment Type: OTHER

Posted: 2025-08-10T23:20:12