Infosys BPM Walk-in on 04th May 2024

Note: Please carry copy of this email to the venue and make sure you register your application before attending the walk-in. Please mention Candidate ID on top of the Resume ***

Please use below link to apply and register your application.

https://career.infosys.com/jobdesc?jobReferenceCode=PROGEN-HRODIRECT-180903

Documents to Carry:

• Please carry 2 set of updated CV(Hard Copy).
• Please carry Face Mask**.
• Carry any 2 photo Identity proof (PAN Card/Driving License/Voters ID card/Passport).
• All original education documents needs to be available for verification. (10th, 12th, Graduation(Sem Wise Marksheet, CMM. Provisional and Original Degree)

NOTE: Only drive location will be Mysore, Job location will be at Bangalore.

Purpose of the Role:

Senior Process Executive executes transactions as per prescribed guidelines and timelines and follows all predefined procedures with the objective to meet SLA target and to ensure that the performance parameters are met and exceeded within the guidelines, policies and norms of Infosys.

Essential Qualifications, Training and Experience:

• Minimum of 1-year experience as a Process Associate.
• Any Graduate/Post graduate Order Management; primarily should have handled activities like Order Entry, Modifications, Holds Management, Handling customer queries and Invoicing to customers.
• Experience in working in any of the ERPs or CRM tools (like SAP, SNOW, Oracle, Cosmic etc.) will be an added advantage.
• Provides Support to TL in engagement activities like training, Logistics, Acting as Spoc,etc.
• Proficiency in Microsoft tools, Word, Excel and PowerPoint, Outlook and with business systems
• Ability to work effectively as part of a team
• Should be flexible to work in any shifts and Work from Office mode
• Ready to work from client location

Personal Attributes required:

• Good analytical and problem solving skills
• Eye for detail to ensure high accuracy.
• Good communication skills with experience in handling stakeholders both internal and customers
• Ability to work well under pressure
• Ability to work on your own initiative
• Willingness to learn new processes and tasks

Competencies

• Client Centricity & Business Metric Management
• IBPO Business Operations & processes
• Knowledge of Operations Management
• Quality, Knowledge & Continuous Improvement Management
• SLAs & Performance Management
• Learning and Innovation
• Customer Orientation
• Driving Organizational Results
• High Impact Communication
• Analytical Ability

SLA Compliance:

Executes transactions as per prescribed guidelines and timelines such as verifying documents, processing bills, analysis of data, responding to complaints/queries on mail, interacting with vendors for order management depending on the process (the nature of the transaction would depend on the process) in order to meet SLA targets. Follows all predefined procedures, adheres to all the laws regarding telesales applicable in that specific location in order to meet SLA targets.

Process Compliance:

Effectively executes calls of the clients customers, resolves query/issue as per deliverables outlined, maintains voice quality as per standard agreed, handles repetitive calls and strives for target maximization in order to meet quality standards. Executes client transactions i.e. attends to the transactions, verifies basic information, and closes customer query /issue as per defined SOP/ parameters prescribed; Ensures appropriate documentation of the upshot from the last transaction on the clients account as per the prescribed format in order to meet quality standards

Customer Interaction:

Resolves individual cases that need re-work to ensure high C-Sat / NPS score from the end user

Knowledge Management:

Shares experiences in order to facilitate capture of tacit knowledge

Process Reengineering:

Delivers on the new process / approach to meet client / internal goals

Others:

Serve as backup support to others on the team with the resolution of more complex or unusual problems.