Senior Project Lead - Assistant Manager

Are you ready to make an impact Join as a Senior Project Lead - Assistant Manager and jumpstart your career!

Job Responsibilities:

Process Improvement

Support process owner to drive improvement plan at the engagement level level; Analyze, provide feedback and drive corrective and preventive actions in the engagement IN ORDER TO ensure that the overall health of the process/ engagement is improved

Quality Planning

Prepares the service quality plan including the quality control, assurance and improvement at his / her process level IN ORDER TO create a comprehensive quality program for the specific process

Transition

Participates as a part of the transition team to prepare the process definition & documentation for the specific process within his/her purview Co-ordinates training for the team IN ORDER TO ensure right skilling

Client Interfacing

Interface with customer for issue resolution, providing status updates, and building customer confidence in the team's ability to deliver in order to ensure high customer satisfaction.Support in the resolution of escalations/ complaints and interface with customer to clarify issues in order to ensure issues are fixed in a timely manner and with adherence to SLA

Process Assurance

Ensures that there is no billable loss, no credit/ penalties from the client and zero revenue leakage

Report generation

Creates comprehensive reports / innovative dashboards tailored to client needs to provide meaningful insights and suggest approaches to problem-solving and resolutions IN ORDER TO add value to the business

Process Compliance

Monitors / ensures process compliance and periodically update SOP changes as required as part of the quality plan IN ORDER TO ensure adherence to process steps

Knowledge Management

Ensures compliance to the KM System for the specific process and documents exceptions and artifacts such as case studies, best practices etc. IN ORDER TO capture and maintain tacit knowledge CSAT Process Implements the improvement plan IN ORDER TO enhance customer satisfaction

Audits & Compliance

Implements SA/IA frameworks and ensures compliance to Risk framework / no process on high risk IN ORDER TO ensure delivery predictability for the specific process

Key requirements:

• Minimum experience of 6 years with customer service in the BPO/BPM industry
• Preferably with Financial background
• Bachelor's degree in any course
• A minimum of 2 years in the role of an Assistant Manager must be within process or continuous improvement and knowledge management
• Must be yellow belt certified and green belt trained within Six Sigma
• Willingness to work in rotational shifts
• Amenable to work in shifting schedules.
• Amenable to work ONSITE (TAGUIG).
• Able to start ASAP

Benefits:

• HMO for Employee and 2 Dependents (On Day 1)
• Quarterly performance bonus
• Outstanding career development opportunities
• 24 Leaves Annually

We value Diversity, Equity, and Belongingness. Infosys values diversity and belongingness and is committed to the principles of being an equal employment employer. Therefore, Infosys complies with all applicable laws prohibiting discrimination or harassment against any applicant or employee. This prohibition includes without limitation discrimination or harassment based on age, race, color, gender, national origin, religion, creed, disability, covered veteran status, genetic information, sexual orientation, gender identity, pregnancy, childbirth or related medical conditions, marital status, citizenship status, ancestry, and any other personal characteristic protected by applicable law. This also applies to all personnel actions, including but not limited to recruitment, hiring, placement, promotion, transfer, separation, compensation, benefits, training, and education. #Infosys #InfosysBPM #KaInfoscion #GreatPlaceToWork #INFYBPMPhilippines #JoinINFYBPMPhilippines #LifeAtINFYBPMPhilippines