Job Description – Process Specialist
Job Title: Process Specialist
Reports To: Team Lead
Career Stream: BPM – Operations
Career Sub‑Stream: Operations – Vertical Business
Department: VL
Job Level: 3A
Direct Reports: None
Purpose of the Role
The purpose of this role is to review complex deals and provide 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 fully adhered to and validated prior to signature.
Competencies
Essential Qualifications, Training & Experience
* Excellent planning, organizing, and coordination skills.
* Strong communication and engagement skills; fluent English essential and an additional language as required.
* High attention to detail and strong understanding of policies and processes.
* Ability to identify, analyze, and resolve issues.
* Proficiency in Microsoft Office Suite.
* Ability to work both independently and as part of a team.
* Capability to deliver insights through analytics.
* Proactive and self-driven.
Desirable Qualifications
* Third-level degree desirable, preferably in business or language-related disciplines.
Personal Attributes
* Strong analytical, problem‑solving, judgment, and decision‑making skills.
* Ability to challenge assumptions constructively and professionally.
* Excellent communication skills with strong customer focus.
* Proactive self-starter with ownership mindset.
* Ability to operate effectively in an ambiguous environment and deliver independently.
Core Competencies
* Client Centricity & Business Metric Management
* IBPO Business Operations & Processes
* Operations Management
* Quality, Knowledge & Continuous Improvement
* SLA & Performance Management
* Learning & Innovation
* Customer Orientation
* Driving Organizational Results
* High-Impact Communication
* Analytical Ability
* Providing Direction
* Impact & Influence
Key Result Areas (KRAs)
1. Customer Interaction
* Manage and help resolve process-level escalations to maintain high customer satisfaction.
* Provide expert consultation services.
* Support and resolve complex queries.
* Anticipate and proactively address questions from P&F and end customers.
* Interpret complex program and policy guidelines to propose effective solutions.
* Conduct document reviews to ensure deal structure accuracy prior to signature.
2. SLA Compliance
* Execute transactions according to prescribed guidelines and timelines.
* Support and participate in daily team huddles.
* Provide process-related inputs and training to the team to ensure predictable delivery.
3. Process Compliance
* Execute transactions in adherence to defined quality standards.
* Conduct QC/QA checks as part of the quality plan to ensure process compliance.
4. Knowledge Management
* Review and validate inputs from Process Executives (PEs).
* Create case studies and FAQs to capture tacit knowledge.
5. Process Reengineering
* Participate in ideation and documentation of reengineered processes.
* Train the team on updated processes to meet client and internal commitments.
6. Talent Management
* Support the Team Lead in training team members on processes and domain knowledge.
* Contribute to high employee satisfaction (E‑Sat) through effective mentorship.
Disclaimer
Infosys is an Equal Opportunities Employer, embracing diversity in the workplace.
The statements above outline the general nature and level of responsibilities performed by individuals in this role. They are not an exhaustive list. Employees may be required to perform duties outside their normal responsibilities as needed.