Job details
Job Role
Process Lead-US
Work Location
Aguadilla, PR
State / Region / Province
Puerto Rico
Country
USA
Domain
Operations
Interest Group
IBPO Puerto Rico
Company
IBPO USA
Requisition ID
148587BR
Senior Process Lead
Aguadilla,Puerto Rico-Full Time-Onsite Job Summary: In the role of Senior Process Lead, you will be responsible for preparing the service quality plan, managing the team, ensuring process compliances, resolution of escalations, and Knowledge Management Compliances to sustain delivery predictability and meet client and internal commitments continuously for the specific processes under purview within the guidelines, policies, and norms of Infosys.Responsible for performance, employee engagement, and satisfaction,contributing as an individual to boost the performance of the team,andperforming required governance deliverables like coaching, meetings, and reviews.
Qualifications Basic - High School Diploma or GED Equivalent
- At least 4years of experience as it pertains to the job description
Preferred - All work is done in English
- Great Communication and Relationships Skills
- Excellent written and verbal communication skills
- Proficiency in Microsoft Word, Excel and PowerPoint and with business systems
- Analytical Ability & Driving Organizational Results
- Quality and Continuous improvement, Learning and Innovation
- Highly adaptable team player
- Extremely organized, Strong attention to details
- Problem solving abilities
- Able to work overtime as business needs dictate
- Ability to handle multiple priorities in a timely manner
Responsibilities:
- People management - Attrition management, 1-1 compliance, EWI compliance - drive employee engagement within the process and partner with Site leadership and Steering committee
- Create and maintain succession plan for all customer accounts and supervisors
- Implements corrective actions based on review, monitors and controls billing losses, and reduces buffers in order to meet financial objectives.
- Leverage your strong interpersonal skills to build and maintain long-lasting relationships with key stakeholders and the needs of the audience.
- Identify and address the root cause of data and reporting quality issues to drive improvements in the identification and delivery of transformation.
- Identify and champion process improvement opportunities and automation opportunities, drive for execution and closure with internal and external stakeholders
- Handle Outbound/Inbound Regular/Escalated Transactions (Case & Call)
- Handle Regular/Escalated Email Correspondence
- Maintain Product Security
- Adhere to Client Requirements, meet KPI's, meet set goals for Reliability, Efficiency, and Quality
