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Process Specialist

Process Specialist

Infosysbangalore, India
12 hours ago
Job description

Responsibilities

  • 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 IN ORDER TO enable the Manager finalize the To-Be process
  • Transition Coordination : Process Training & Certification - Co-ordinates training for the team IN ORDER TO ensure right skilling
  • Operations : Resource Planning (People, Infrastructure etc.) - Implements the resource deployment (Team Size, Span, Shift Utilization, Skill sets, technology rollout) and ongoing monitoring for his specific process IN ORDER TO ensure budget & pricing assumptions compliance
  • Operations : Manpower Training - Identifies training needs for process executives and ensures training implementation for the specific process IN ORDER TO ensure competency development across domain, operations and behavioral
  • Quality Planning (QC / QA) - 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
  • Performance Planning - Prepares / signs off on the KRAs / deliverables of the team IN ORDER TO meet the operational objectives of his / her team.
  • Talent Management (People Mgmt) - Implements career development & succession plan for the direct reports IN ORDER TO ensure sustainable employee engagement & motivation within the team.
  • 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
  • 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
  • Work Allocation - Allocates work / shifts to team members IN ORDER TO achieve production targets.
  • Customer Interaction - Resolves escalations from the process owners IN ORDER TO ensure strong customer relationships.
  • Governance compliance - Participates in specific internal and external governance activities by adhering to the governance models applicable at a process level IN ORDER TO sustain delivery predictability.
  • 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.
  • Process Reengineering - Diagnoses the gaps in the existing process, identifies opportunities for improvement and implements the re-engineering initiatives IN ORDER TO meet client and internal commitments on a continuous basis.
  • Resource optimization - Implements corrective actions based on review, Monitors and controls billing losses, reduces buffer IN ORDER TO meet financial objectives
  • CSAT Process - Implement Additional Responsibilities : Night Shift
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Specialist • bangalore, India