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JD Operations Infosys BPM IMI New Delhi

Infosys BPM specializes in integrated end-to-end outsourcing, providing clients with cost reductions and productivity improvements. Key responsibilities include transition coordination, training implementation, resource planning, talent management, and ensuring SLA compliance. The role emphasizes quality planning, service delivery, team motivation, and process transformation to enhance operational efficiency.

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naba.p23
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4 views

JD Operations Infosys BPM IMI New Delhi

Infosys BPM specializes in integrated end-to-end outsourcing, providing clients with cost reductions and productivity improvements. Key responsibilities include transition coordination, training implementation, resource planning, talent management, and ensuring SLA compliance. The role emphasizes quality planning, service delivery, team motivation, and process transformation to enhance operational efficiency.

Uploaded by

naba.p23
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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Infosys BPM,

Introducing Infosys BPM

Infosys BPM focuses on integrated end-to-end outsourcing and delivers transformational


benefits to its clients through reduced costs, ongoing productivity improvements, and
process reengineering. Today’s operational landscape is quite complex. Business
processes are critical in achieving the company’s goals and any limitations will lead to
lesser agility and to lose its competitive edge.

Responsibilities: -

1. Transition Coordination: Process definition & documentation:

Participates as a part of the transition team to prepare / review the process definition &
documentation for the specific process within his/her purview to enable the Manager in
finalizing the to-be process

2. Operations: Manpower Training:

Identifies training needs for process executives and ensures training implementation for
the specific process to ensure competency development across domain, operations and
behavioral.

3. Operations: Resource Planning (People, Infrastructure etc.):

Implements the resource deployment (Team Size, Span, Shift Utilization, Skill sets, and
technology rollout) and ongoing monitoring for his specific process to ensure budget &
pricing assumptions compliance.

4. Talent Management (People Management):

Implements career development & succession plan for the direct reports in order to ensure
sustainable employee engagement & motivation within the team

5. 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

6. SLA Compliance:
Monitors daily dashboards / Conducts daily huddles to prioritize for the day, weekly SLA
review with his team, provides guidance and support to the team in order to ensure delivery
predictability

7. Quality Planning (QC/QA):

Prepares the service quality plan including the quality control, assurance and improvement
at respective process level to create a comprehensive quality program for the specific
processes

8. Operations: Service Delivery

• To keep the performance standards high daily call monitoring and providing feedbacks to
the team members. Also performing additional monitoring if required as per business
needs.

• Coaching team members as per minimum work standards and providing them
continuous support.

• Responsible to drive the team members to meet team targets on a daily basis and
achieve the goals set for the project (both quantitative and qualitative).

• Set SMART goals for team members based on client SLA

• Ensure timely completion of monthly one to one reviews.

• Conduct audits and dipsticks from time to time to identify gaps in the process.

• Identify areas for improvement within the team and come up with corrective and
preventive action

9. Operations: Floor Engagement

Keep the team motivated by performing various floor engagement activities within in
limited boundaries. Thinking out of the box to keep the team members engaged with the
process.

10. Operations - Transformation

Leverage domain capability to assess and identify areas for process Transformation,

Drive Operations efficiency focusing on productivity and continuous improvement

Primary Skill

• Strong communication skills


• Strong relationship management skills.

• An eye for detail

• Excellent analytical skills

• • Customer Orientation

• • Collaboration and Team Working

• • Stakeholder management and in cross cultural context

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