Senior Process Lead
Senior Process Lead
Posted on :
07-08-2025
Employer Active
1 Vacancy
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Job Description
Job Description:
Roles & Responsibilities:
Basic Qualifications:
Preferred Qualifications:
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 companys 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 improvementsprocess reengineeringautomation 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 59443 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 companys senior leaders contribute widely to industry forums as BPM strategists.
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.
Roles & Responsibilities:
- Deliver in accordance with the SSPA Program Guide and all the other associated DTPs/SOPs/KAs 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 Queues 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 SLAs / KPIs set all the time.
- Support the Team to bring in best-in-class recommendations to create / update the DTPs/SOPs/KAs where needed & appropriate.
- Provide Training to the Team such as for New Hires 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 6years 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 companys 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 improvementsprocess reengineeringautomation 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 59443 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 companys senior leaders contribute widely to industry forums as BPM strategists.
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.
Required Experience:
Senior IC
Employment Type
Full Time
Key Skills
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