Process Lead
Job Description:

Infosys McCamish - Process Lead - BPM
As a Process Lead, you will monitor incoming work requests for instruction accuracy and completeness and be responsible for working with the client to supplement or clarify incomplete or ambiguous requests. You will be intensely involved in facilitating new processes and procedures, working with immediate supervisor/manager in defining workflow that will ensure efficient and accurate processing of the business associated with the assigned team. You will assist in integrating these new processes into existing operations. You are or will become a Subject Matter Expert to the processes and procedures, client products, policy administration and recordkeeping systems, and any other ancillary systems.

• Monitors incoming work requests for instruction accuracy and completeness
• Responsible for working with the client to supplement or clarify incomplete or ambiguous requests
• Monitors workflow and deliverable dates to ensure compliance with client service standards
• Performs quality control review of processed work and client deliverables.
• Track audit results to improve individual performance and to develop system enhancements
• Is or becomes a Subject Matter Expert to the processes and procedures, client products, policy administration and recordkeeping systems, all systems required for the role and any other ancillary systems.
• Train new team members in operational functions including client specific procedures, service level agreements, the use of internal systems and client specific tools.
• Facilitates new processes and procedures, working with immediate supervisor/manager in defining workflow that will ensure efficient and accurate processing of the business associated with the assigned team. Assists in integrating these new processes into existing operations.
• Track and report productivity service measurements to immediate supervisor/manager regularly to improve team and individual effectiveness.
• Assists in documenting client specific processes and procedures.
• Assists in monthly Metrics Reporting for volume and accuracy of work performed in the group.
• Any additional tasks as needed or requested
• Willing to get cross skilled and manage items for multiple businesses as and when needed.
• Support in the resolution of escalations/complaints and interface with customers/ producers to clarify issues in order to ensure issues are fixed in a timely manner and with adherence to SLA
• Ensure working production on a day-to-day basis

• Excellent prioritization skills to ensure critical items are worked well with production
• Excellent team player
• Great at collaborating across all teams
• Excellent understanding of system tools, especially Microsoft suite and ability to learn/trouble shoot basic system issues is a must.
• Proactiveness

• Bachelor's degree or foreign equivalent required from an accredited institution.
• At least 3 years of relevant work experience in BPO sector, working on data.
• Spanish speaking and reading are a required skillset

• Strong understanding of Advisor / Client relationships
• Two (2) years in a client facing role or as a lead
• Insurance and / or financial industry knowledge
• Experience in the Financial Services sector working with data or trade processing
• Analytical skills
• Good understanding of McCamish Systems' functionality and service offerings
• Project management skills