Team Lead

Job Title: Team Lead Reports To: Operations Manager Career Stream: BPM - Operations Career Sub Stream: Operations - Vertical Business Department: (please input the relevant team) Job Level: 4B Direct Reports: Yes Purpose of the Role: 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 6

Team Lead Essential Qualifications, Training and Experience:

• High school diploma
• A minimum of 2 years work experience in experience of handling service delivery & people management including performance management in a customer service / BPO environment
• Customer management experience a distinct advantage and involvement in internal and client reviews at a senior level
• Highly proficient in the use of MS Office, including Excel, Outlook and PowerPoint, as well as a working knowledge of other relevant systems

Personal Attributes required:

• 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
• Highly developed Change Management skills

Competencies

0 0 Client Centricity & Business Metric Management Quality, Knowledge & Continuous Improvement Management Reports To: Learning and Innovation Analytical Ability Building Teams Customer Orientation High Impact Communication Driving Organizational Results Transition & Program Management Knowledge of Operations Management IBPO Business Operations & processes Operations Manager Business & Finance Management Areas of Responsibility Transition Coordination: Process Training & Certification:

• Co-ordinates training for the team in order to ensure right skilling

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

Operations: Resource Planning (People, Infrastructure etc.):

• 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

Operations: Manpower Training:

• Identifies training needs for process executives and ensures training implementation for the specific process to ensure competency development across domain, operations and behavioural

Quality Planning (QC/QA):

• 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

Performance Planning:

• Prepares / signs off on the KRAs / deliverables of the team in order to meet the operational objectives of his / her team

Talent Management (People Management):

• Implements career development & succession plan for the direct reports in order to ensure sustainable employee engagement & motivation within the team

SLA Compliance:

• 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

Process Compliance

• 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

Work Allocation:

• 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

Governance compliance:

• 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

Knowledge Management:

• 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.

Process Reengineering:

• 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

Resource optimization:

• Implements corrective actions based on review, Monitors and controls billing losses, reduces buffer in order to meet financial objectives

CSAT Process:

• Implements the improvement plan in order to enhance customer satisfaction

Audits & Compliance:

• Prepares the team level / process level requirements for self-assessment in order to ensure delivery predictability for the specific process

Team Work

• Build strong, lasting relationships with your peers, colleagues and Operations Management

" 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.