About Us
Infosys is a global leader in next-generation digital services and consulting. We enable clients in more than 50 countries to navigate their digital transformation. With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through their digital journey. We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower the business with agile digital at scale to deliver unprecedented levels of performance and customer delight. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovation ecosystem.
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Infosys is an equal opportunity employer and all qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, spouse of protected veteran, or disability.
Prepares the service quality plan, manages team, ensures process compliances, resolution of escalations, KM compliances with the objective to sustain delivery predictability and meet client and internal commitments on a continuous basis for the specific processes under purview within the guidelines, policies and norms of Infosys
Competencies (Please read in conjunction with the Areas of Responsibility) Essential Qualifications, Training and Experience:
- High School Diploma
- A minimum of 4 years work experience in people management including performance management in a customer service / BPO environment
- Minimum 18 months as a team Leader
- Customer management experience a distinct advantage and involvement in internal and client reviews at a senior level
- Manages multiple process or large process (greater than and equal to 20 Possible team size)
- Highly proficient in the use of MS Office, including Excel, Outlook and PowerPoint, as well as a working knowledge of other relevant systems
- Highly developed Change Management skills
- Strong Leadership skills essential
- Excellent organizational skills and very disciplined in follow through actions and plans
- Relate technologies at a generic level to specific client business requirements. Proven track record (Meeting minimum targets) of Ops excellence parameters i.e in the areas of process improvement, Stability and Risk management
- Ability to exercise managerial judgment, making firm decisions, delivering results with minimal supervision
- Excellent interpersonal and communication skills, facilitating the establishment and maintenance of effective working relationships with management, co-workers and customers.
- Self-starter with the proven ability to lead in a results driven team environment
- Keen attention to details. High level of numeric literacy and presentation skills
- Excellent analytical and problem solving ability
- Ability to respond to stressful situations in a calm and constructive manner, while maintaining a professional outlook and approach at all times
- Impacts productivity by executing improvement projects.
Client Centricity & Business Metric Management Quality, Knowledge & Continuous Improvement Management SLA & Performance Management Learning and Innovation Analytical Ability Building Teams Customer Orientation Business & Finance management Contractual Management IBPO Business Operations & processes Knowledge of operations management Transition & Program Management Driving Organizational Results High Impact Communication Areas of Responsibility Transition Coordination: Process definition & documentation:
- Participates as a part of the transition team to prepare / review the process definition & documentation for the specific process within his/her purview to enable the Manager in finalizing the to-be process
- Co-ordinates training for the team in order to ensure right skilling
- Implements the resource deployment (Team Size, Span, Shift Utilization, Skill sets, and technology rollout) and ongoing monitoring for his specific process to ensure budget & pricing assumptions compliance
- Identifies training needs for process executives and ensures training implementation for the specific process to ensure competency development across domain, operations and behavioural
- Prepares the service quality plan including the quality control, assurance and improvement at respective process level to create a comprehensive quality program for the specific processes
- Prepares / signs off on the KRAs / deliverables of the team in order to meet the operational objectives of his / her team
- Implements career development & succession plan for the direct reports in order to ensure sustainable employee engagement & motivation within the team
- Monitors daily dashboards / Conducts daily huddles to prioritize for the day, weekly SLA review with his team. Provides guidance and support to the team in order to ensure delivery predictability
- Monitors / ensures process compliance and periodically update SOP changes as required as part of the quality plan in order to ensure adherence to process steps
- Allocates work / shifts to team members in order to achieve production targets.
Customer Interaction:
- Resolves escalations from the process owners in order to ensure strong customer relationships
- Participates in specific internal and external governance activities by adhering to the governance models applicable at a process level in order to sustain delivery predictability
- Ensures compliance to the KM System for the specific process and documents exceptions and artifacts such as case studies, best practices etc. in order to capture and maintain tacit knowledge.
- Diagnoses the gaps in the existing process, identifies opportunities for improvement and implements the re-engineering initiatives in order to meet client and internal commitments on a continuous basis
- Implements corrective actions based on review, Monitors and controls billing losses, reduces buffer in order to meet financial objectives
- Implements the improvement plan in order to enhance customer satisfaction
- Prepares the team level / process level requirements for self-assessment in order to ensure delivery predictability for the specific process
- Build strong, lasting relationships with your peers, colleagues and Operations Management