Senior Process Associate

Role Duties: You will execute transactions as per prescribed guidelines and timelines, reviews and validates the inputs from the other team members, support your manager in training activities, daily operations reviews and help in escalation resolution with the objective to meet service level agreement targets for the specific process within the guidelines, policies and norms of Infosys.
In this role you will be responsible for transition coordination, process training and certifications for the team, talent management related activities, Service Level Agreement compliance and Process compliance. You will also be involved in day-to-day customer interactions, knowledge management and process reengineering activities.

Qualifications

Basic
• High School Diploma or GED Equivalent
• Fully bilingual (Spanish and English)
• 1 year of Customer Service Experience
Preferred
• Experience in customer support or data entry
• Proficient with Microsoft Office (Word and Excel
• Professional written and verbal communication
• Analytical skills

Your responsibilities may include but are not limited to:
• Executes transactions as per prescribed standard work and timelines such as entering orders, creating quotes, verifying documents, processing bills, analysis of data, responding to complaints/queries on mail and interacting with vendors or customers for order and case management in order to meet SLA and customer experience metrics
• Executes client transaction and closes customer query/issue as per defined SOP/parameters prescribed.
• Complies to Standard Work and transitions of prior account managers in order to meet quality standards"
• Handles individual cases that need re-work in order to ensure high customer satisfaction/NPS score from the end user.
• Shares experiences in order to facilitate capture of tacit knowledge.
• Delivers on the new process/approach in order to meet client and internal goals.
• Performs stand-alone activities or high volume transactions such as customer calls, emails, chats, requests/orders including cancelling, adding, and modifying per customer requirements in order to ensure SLA adherence, customer satisfaction, quality and compliance.
• Participates and contributes in team and/ or customer meetings.
• May be required to perform work related to direct and foreign Military.

Who We Are
Infosys BPM Limited, a wholly owned subsidiary of Infosys Limited (NYSE: INFY), provides end-to-end transformative business process management (BPM) services for its clients across the globe. The company's integrated IT and BPM solutions approach enables it to unlock business value across industries and service lines, and address business challenges for its clients. Utilizing innovative business excellence frameworks, ongoing productivity improvements, process reengineering , automation , and cutting-edge technology platforms, Infosys BPM enables its clients to achieve their cost reduction objectives, improve process efficiencies, enhance effectiveness, and deliver superior customer experience.
Infosys BPM has 45 delivery centers in 16 countries spread across 5 continents, with 56,541 employees from 107 nationalities, as of December, 2023.
The company has been consistently ranked among the leading BPM companies globally and has received over 60 awards and recognitions in the last 5 years, from key industry bodies and associations like the Outsourcing Center, SSON, and GSA, among others. Infosys BPM also has very robust people practices, as substantiated by the various HR-specific awards it has won over the years. The company has consistently been ranked among the top employers of choice, on the basis of its industry leading HR best practices. The company's senior leaders contribute widely to industry forums as BPM strategists.
EOE/Minority/Female/Veteran/Disabled/Sexual Orientation/Gender Identity/National Origin

Infosys BPM is an equal opportunity employer and all qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, spouse of protected veteran, or disability.