Senior Process Executive

Infosys BPM; Sydney; On-site; AUD 65,000 - 85,000; Full time

Job summary

Infosys BPM in Sydney is seeking a Senior Process Executive on a 1-year full-time contract. The role focuses on executing transactions within prescribed guidelines to meet SLA targets and deliver consistent performance.

The candidate should have 1–5 years' experience in a similar role, strong written and spoken communication, and solid basic computing and numeracy skills.

Applicants with Australian work rights are required; the HR team will assist with recruitment adjustments as needed.

Qualifications

• Excellent communication skills, both written and verbal
• Good basic computing and numeracy abilities
• Ability to handle difficult customers with composure
• Ability to persuade people when needed
• Ability to work under pressure and meet deadlines

Responsibilities

• Execute transactions as per prescribed guidelines and timelines to meet SLA targets
• Handle customer calls, resolve queries and ensure deliverables meet requirements
• Maintain call quality and manage repetitive calls to achieve targets
• Resolve individual cases requiring re-work to maximize customer satisfaction
• Share learnings and monitor workload to ensure efficient multitasking across cases

Job description

Infosys BPM (www.infosysbpm.com), the business process outsourcing subsidiary of Infosys, was set up in April 2002. Infosys BPM focuses on integrated end-to-end outsourcing and delivers transformational benefits to its clients through reduced costs, ongoing productivity improvements, and process re-engineering. Infosys BPM operates in India, Poland, the Czech Republic, the Netherlands, Ireland, South Africa, Brazil, Mexico, Costa Rica, the United States, Puerto Rico, China, the Philippines, Singapore, and Australia.

Infosys BPM has been consistently ranked among the leading BPM companies and has received multiple awards and recognition from key industry bodies and associations. 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.

Role: - Senior Process Executive

Location: - Sydney

Status – 1 Year contract Full-Time role

NOTE - Only applicants with Australia full work right, i.e., holding a valid visa will be considered for the role.

JOB DESCRIPTION:

Executes transactions as per prescribed guideline, and timelines and execute predefined procedure 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 the company. The performance indicators for the role would be

• SLA compliance - Execute transactions as per prescribed guidelines and timelines
• Effectively execute the calls of the customer, resolve queries as per deliverables outlined
• Maintain call support quality as per the prescribed standard, handles repetitive calls and strive for target maximization in order to meet quality standard
• Resolves individual cases that need re-work in order to ensure highest customer satisfaction score from the end user
• Share and capture the experiences in order to facilitate capture tactic knowledge Monitor workload, prioritize tasks effectively, and ensure efficient multitasking across multiple cases.

Preferred Qualifications:

Other Essential Skills and Requirements:

• 1 – 5 years of experience in similar role
• Good communication skills both written and verbal
• Basic Computing and Numeracy Skills
• Ability in handling difficult customers
• Ability to persuade people
• Ability to work in pressure situation

Infosys BPM is committed to creating a diverse and inclusive working environment. We actively support and encourage people of all backgrounds; gender, age, ethnicity, race, cultural background, disability, religion and sexual orientation to submit an application and aim to ensure that the recruitment and employee experience is as accessible and inclusive as possible.

We provide adjustments including alternate formats to the recruitment process for candidates including individuals with disability. If you require an adjustment to be made during the recruitment process (including alternate formats) or have an enquiry about the support provided, please contact HR Team on 02 8913 5900 or email to [e-mail]