Process Lead

Infosys Limited; Bengaluru; On-site; INR 900,000 - 1,800,000; Full time

Job summary

Infosys BPM Limited in Bengaluru is seeking a Process Lead to manage benefits processing for UK/US/EU/APAC region clients and lead the delivery through a capable team.

The role focuses on coaching, governance and escalation management, ensuring process & KM compliance and timely delivery of commitments.

Qualifications

• Team leadership experience in benefits processing.
• Ability to coach and mentor team members.
• Experience interpreting benefit policies and procedures.

Responsibilities

• The Benefits Administration Team leader supports the Operations Manager in managing the delivery of benefits processing for UK/US/EU/APAC region clients.
• Motivate, mentor, coach and groom the team; ensure process & KM compliance and client/internal commitments.
• Own all customer escalations and complaints; formulate actions to resolve concerns.
• Coaches staff by counseling and mentoring; interprets policies to resolve questions.
• Coordinate resources like training and support for the team's requirements.
• Conduct quality assessment of agents’ performance and drive improvements.

Skills

Team leadership

Coaching

Governance

Education

BCom

Job description

BANGALORE, Infosys BPM Limited Process Lead

Job ID/Reference Code PROGEN-EXTERNAL-250875

Work Experience 4 - 8 Years

Job Title Process Lead

Educational Requirements

BCom

Service Line

BPO Service Line

Responsibilities

"The Benefits Administration Team leader support the Operations Manager in managing the delivery of Benefits processing for UK/US/EU/APAC region clients. The role will also require the individual to motivate, mentor, coach and groom the team. Ensure process & KM compliance along with meeting client and internal commitments. Own all customer escalations and complaints. Other responsibility which may include:

• Manages benefits staff by coaching, counseling, and mentoring employees
• Resolves employee questions and problems by interpreting benefit policies and procedures.
• Prepares special reports by collecting, analyzing, and summarizing information and trends
• Regularly formulate and execute internal and external governance
• Effectively handle client escalations and formulate actions to resolve any concern
• Work with the operations managers to obtain necessary resources like training and support for the team’s requirement
• Conduct quality assessment of agents’ performance and formulate trends for performance improvement of agents & team
• Ensure that the team members have the necessary knowledge and training to effectively deliver on their targets"