Process Associate-US - Military Veterans
at Infosys Limited
Job Description :
In the role of process associate, 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
• Minimum of 6 months experience form Job Description
Preferred
- Fully bilingual (Spanish and English)
• Proficient with Microsoft Office (Word and Excel)
Experience with platforms such as Sales Force or SAP
• 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.
About Us
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 43 delivery centers in 16 countries spread across 5 continents, with 58,745 employees from 124 nationalities, as of March, 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/Nationality
Puerto Rico, TX
Infosys was started in 1981 by seven people with $250. Today, we are a global leader in consulting, technology and outsourcing with revenues of $7.126 billion (LTM Q2 FY13). Many of the world’s most successful organizations rely on Infosys to deliver measurable business value. Infosys provides business consulting, technology, engineering and outsourcing services to help clients in over 30 countries build tomorrow’s enterprise.
Our award-winning Infosys Labs and its breakthrough intellectual property can be leveraged as a co-creation engine to accelerate innovation across the enterprise.
Infosys pioneered the Global Delivery Model (GDM), based on the principle of taking work to the location where the best talent is available, where it makes the best economic sense, with the least amount of acceptable risk. Continued leadership around GDM enables Infosys to drive extraordinary efficiencies and free up clients’ resources for strategic transformation or innovation initiatives.
Infosys has a global footprint with 66 offices and 69 development centers in US, India, China, Australia, Japan, Middle East, UK, Germany, France, Switzerland, Netherlands, Poland, Canada and many other countries. Infosys and its subsidiaries have 153,761 employees as on Sep 30, 2012.
Infosys takes pride in building strategic long-term client relationships. 98.2% of our revenues come from existing customers (Q2 FY 13).
Infosys gives back to the community through the Infosys Foundation that funds learning and education.