Senior Process Executive

Infosys BPM; Birmingham; On-site; GBP 18,000 - 25,000; Full time

Benefits offered by this job

25 days holiday

Sick pay

Perk Box discounts

Training platform (Lex)

Pension – employer contribution

Job summary

Infosys BPM is seeking an HR first line professional in the UK to provide initial HR responses, triage inquiries, and ensure first-contact resolution. You will log interactions, support managers with document drafting, and maintain high standards of customer service while adhering to SLAs and KPIs.

A background in HR-related studies or work with strong IT and communication skills is preferred. The role emphasizes teamwork, initiative, and the ability to effectively communicate with colleagues

Qualifications

• Strong customer focus with 6-12 months in a customer-oriented environment.
• Passion for Human Resources demonstrated in studies or work.
• Confident communicator with high oral and written proficiency.
• Ability to work independently and in a team.

Responsibilities

• Provide initial HR response to maximize first-time resolution by clarifying information.
• Triaging and routing enquiries to appropriate resources or escalating to specialists.
• Deliver excellent customer experience to the business.
• Log call details in case management systems.
• Assist Managers with letter writing for first response calls where appropriate.
• Adhere to SLAs and KPIs.

Skills

Customer focus

Communication skills

Interpersonal skills

IT literate

Microsoft Office

Team player

Initiative

Tools

Microsoft Office

Job description

Infosys BPM, the business process management subsidiary of Infosys, provides end-to-end transformative 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.

Key Responsibilities

• providing an initial HR response as part of the HR first line to maximize 1st time resolution of inquiries by clarifying desired information; researching, locating and providing information
• triaging and routing enquiries to the appropriate resource or escalating to specialists
• providing an excellent customer experience to the business
• logging call details in an effective manner in the case management systems
• supporting Managers with letter writing for first response calls where appropriate
• adhering to SLA’s and KPI’s
• A passion for Human Resources demonstrated within studies or work
• Strong Customer Focus with minimum 6-12 months experience of working in a customer‑oriented environment
• Confident communicator, with the ability to articulate a high level of oral and written
• Strong interpersonal skills with the ability to build rapport quickly over the telephone
• IT literate and a confident user of Microsoft Office
• Solution orientated with a pragmatic approach to problem solving
• Able to work on own initiative and also work effectively within a team
• 25 days holiday excluding Bank Holiday’s Leave Year runs from April 1 to March 31
• Sick Pay (3 paid Days in a 12-month period)
• Employee discounts – Perk Box
• Access to training platform for PD – Lex
• Pension – employer contribution 3% employee contribution 5% - total 8% of designated banding