Job Description – Process SpecialistJob Title: Process SpecialistReports To: Team LeadCareer Stream: BPM – OperationsCareer Sub‑Stream: Operations – Vertical BusinessDepartment: VLJob Level: 3ADirect Reports: NonePurpose of the RoleThe Process Specialist is responsible for reviewing complex deals and providing expert guidance to Partners & Field (P&F), partners, and end customers on deal structure. The role ensures that operational, compliance, process, and structural requirements are thoroughly adhered to and validated before signature.Essential Qualifications, Training & ExperienceExcellent planning, organizing, and coordination skillsStrong communication and engagement skills; fluency in English essentialAdditional language proficiency as requiredHigh attention to detail and strong understanding of policies and processesAbility to identify, analyze, and resolve issuesProficiency in Microsoft Office SuiteAbility to work independently and collaborativelyCapability to deliver insights through analyticsProactive and self-driven mindsetDesirable QualificationsThird-level degree preferred, especially in business or language-related disciplinesPersonal AttributesStrong analytical and problem‑solving skillsSound judgment and decision‑making abilitiesAbility to challenge assumptions constructivelyExcellent communication skills with strong customer orientationOwnership mindset; proactive self-starterAbility to operate effectively in ambiguous environmentsAbility to deliver independently with minimal supervisionCore CompetenciesClient Centricity & Business Metric ManagementIBPO Business Operations & ProcessesOperations ManagementQuality, Knowledge & Continuous ImprovementSLA & Performance ManagementLearning & InnovationCustomer OrientationDriving Organizational ResultsHigh-Impact CommunicationAnalytical AbilityProviding DirectionImpact & InfluenceKey Result Areas (KRAs)1. Customer InteractionManage and resolve process-level escalations to maintain high customer satisfactionProvide expert consultation servicesSupport and resolve complex queriesAnticipate and proactively address queries from P&F and end customersInterpret complex program and policy guidelines to provide effective solutionsConduct document reviews to ensure deal structure accuracy prior to signature2. SLA ComplianceExecute transactions as per defined guidelines and timelinesParticipate in daily team huddlesProvide process inputs and training to ensure predictable delivery3. Process ComplianceExecute transactions in line with quality standardsPerform QC/QA checks as per the quality plan4. Knowledge ManagementReview and validate inputs from Process ExecutivesCreate case studies and FAQs to capture tacit knowledge5. Process ReengineeringParticipate in ideation and documentation of reengineered processesTrain the team on updated processes to meet client and internal requirements6. Talent ManagementSupport the Team Lead in training team members on processes and domain knowledgeContribute to high employee satisfaction (E‑Sat) through mentorshipDisclaimerInfosys is an Equal Opportunities Employer, committed to diversity and inclusion.The responsibilities described above outline the general nature of the role. Employees may be assigned additional tasks outside their regular duties based on business needs.