Process Specialist

Infosys Limited; Hyderabad; On-site; INR 400,000 - 700,000; Full time

Job summary

Infosys BPM Limited in Hyderabad seeks a Process Specialist to manage complex disputes, support daily production delivery, and conduct quality reviews. You will document defects, contribute to improvements, and assist with training and knowledge development for the team.

The role requires a Graduate with strong communication, analytical, and stakeholder management skills, and proficiency in MS Office. Collaboration with SMEs and adherence to SOPs are essential.

Qualifications

• Excellent written and verbal communication skills.
• Strong proficiency in MS Office (Excel, Word, Outlook).
• Advanced analytical and problem-solving skills.
• Ability to multitask and meet deadlines in a fast-paced environment.
• Strong attention to detail and quality orientation.
• Leadership ability to guide and support junior team members.
• Strong stakeholder management skills.

Responsibilities

• Manage complex, aged, escalated, and multi-issue disputes by reviewing relevant systems, documents, and reporting records to determine an appropriate resolution.
• Support daily production delivery by prioritizing critical work, assisting with workload recovery, and providing process guidance during volume or SLA pressures.
• Conduct quality reviews to validate investigation completeness, decision accuracy, system updates, documentation, communications, and procedural compliance.
• Document defects, provide constructive feedback, and contribute to calibrations, trend analysis, root-cause reviews, and corrective actions.
• Support training, nesting, floor assistance, and ongoing knowledge development for new and existing team members.
• Maintain and enhance job aids, FAQs, scenario guidance, and process knowledge resources while identifying recurring capability gaps.
• Provide timely updates to the Team Lead on queues, quality, risks, training needs, and operational priorities, while supporting assigned coordination activities.
• Contribute to process changes, testing, readiness activities, and continuous-improvement initiatives that strengthen controls and service delivery.

Skills

Communication skills

Multitasking

Analytical skills

Leadership

Stakeholder management

Education

Graduate

Tools

MS Office

Job description

HYDERABAD, Infosys BPM Limited Process Specialist

Job ID/Reference Code PROGEN-EXTERNAL-252750

Work Experience 3 - 6 Years

Job Title Process Specialist

Educational Requirements

Graduate

Service Line

BPO Service Line

Responsibilities

• Manage complex, aged, escalated, and multi-issue disputes by reviewing relevant systems, documents, and reporting records to determine an appropriate resolution.
• Support daily production delivery by prioritizing critical work, assisting with workload recovery, and providing process guidance during volume or SLA pressures.
• Conduct quality reviews to validate investigation completeness, decision accuracy, system updates, documentation, communications, and procedural compliance.
• Document defects, provide constructive feedback, and contribute to calibrations, trend analysis, root-cause reviews, and corrective actions.
• Support training, nesting, floor assistance, and ongoing knowledge development for new and existing team members.
• Maintain and enhance job aids, FAQs, scenario guidance, and process knowledge resources while identifying recurring capability gaps.
• Provide timely updates to the Team Lead on queues, quality, risks, training needs, and operational priorities, while supporting assigned coordination activities.
• Contribute to process changes, testing, readiness activities, and continuous-improvement initiatives that strengthen controls and service delivery.

Client Default Solutions - Default Operations

• Execute and oversee end-to-end process activities with high accuracy
• Act as a Subject Matter Expert (SME) for assigned processes
• Review work completed by Process Executives to ensure quality and compliance
• Handle complex cases, exceptions, and escalations effectively
• Ensure adherence to Standard Operating Procedures (SOPs), controls, and compliance requirements
• Maintain high levels of productivity, accuracy, and timely task completion
• Collaborate effectively with team members, supervisors, and stakeholders
• Participate in process updates, training sessions, and knowledge-sharing initiatives
• Support internal and external audits and quality reviews
• Identify process gaps and recommend improvements for operational efficiency
• Provide feedback and coach junior team members using structured feedback mechanisms
• Ensure alignment with SLAs and operational targets

Additional Responsibilities:

• 3 to 5 years of relevant experience in credit bureau disputes or another regulated banking operations
• Deep knowledge of the US Retail Banking Industry, Credit Reporting and Disputes Concepts
• Strong understanding of the Default Lifecycle / Loan Servicing processes
• Experience supporting training, calibrations, knowledge management or complex-case resolution is preferred
• 3 to 5 years of relevant experience in credit bureau disputes or another regulated banking operations
• Deep knowledge of the US Retail Banking Industry, Credit Reporting and Disputes Concepts
• Strong understanding of the Default Lifecycle / Loan Servicing processes
• Experience supporting training, calibrations, knowledge management or complex-case resolution is preferred

Technical and Professional Requirements:

• Excellent written and verbal communication skills
• Strong proficiency in MS Office (Excel, Word, Outlook)
• Advanced analytical and problem-solving skills
• Ability to multitask and meet deadlines in a fast-paced environment
• Strong attention to detail and quality orientation
• Leadership ability to guide and support junior team members
• Strong stakeholder management skills