Job Description Team LeadLocation for this position is Franklin, WI.
Hybrid
In the role of Team Lead, you will be responsible for preparing the service quality plan, manage the team, ensure process compliances, resolution of escalations, Knowledge Management 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.
In this role you will be responsible for transition coordination, resource planning and training, performance management of the team, Service level agreement and process compliance, knowledge management, process reengineering, resource optimization and overall governance of the team.
Some responsibilities include:
- SLA Process compliance, Resource Planning, Business process improvement
- Knowledge of operation management
- Driving Daily/Weekly/Monthly Governance calls with client.
- Prepare/review the process definition & documentation for the specific process within purview to enable manager to finalize the TO BE Process
- Co-Ordinates and conduct training for the team in order to ensure right skilling
- Monitors/ ensures process compliance and periodically updates SOP changes as required as part of the quality plan in order to ensure adherence to process steps
- Resolves escalations from the process owners in order to ensure strong customer relationships
- Provide feedback on error transaction and conducts RCA with help of quality SPOC
- Self-starter, having a proactive approach in terms of process improvement, identifying risks and engaging client.
- Ability to handle multiple tasks and adherence to on time delivery.
- Understand the contractual requirement for the process and deliver the same.
- Sound decision-making
QualificationsBasic - High School Diploma or GED Equivalent
- At least 4 years of experience relating to the job description
