Process Specialist

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

Job summary

Infosys BPM Limited in Mangaluru is seeking a Process Specialist with 2–4 years of experience in the BPM space, focused on US retirement processes and 401(k) familiarity. The role requires a Post Graduate Programme and readiness to work in US shifts.

The incumbent will execute transactions to meet SLAs, ensure process quality, and support customer interactions while contributing to knowledge management and continuous improvement initiatives.

Qualifications

• 2–4 years of experience as a Process Specialist or similar in BPM/US retirement domain.
• Post Graduate Programme is required.
• Willing to work in US shifts.

Responsibilities

• Execute transactions per guidelines to meet SLA targets.
• Conduct QC/QA to meet quality standards.
• Resolve end-user cases to improve C-Sat/NPS.
• Assist in creating and delivering procedural content.
• Participate in process reengineering and document/train teams on new processes.
• Provide internal client support by addressing inquiries about Institutional systems.

Skills

SLA compliance

Quality standards

Customer interaction

Analytical skills

Teamwork

Education

Post Graduate Programme

Tools

Microsoft Office

Job description

MANGALORE, Infosys BPM Limited Process Specialist

Job ID/Reference Code PROGEN-EXTERNAL-251729

Work Experience 2 - 4 Years

Job Title Process Specialist

Educational Requirements

Post Graduate Programme

Service Line

BPO Service Line

Responsibilities

• SLA Compliance - Executes transactions as per prescribed guidelines and timelines in order to meet SLA targets.
• Process Compliance - Executes transaction processing in order to meet quality standards. Conducts QC / QA programs as part of the quality plan
• Customer Interaction - Resolves individual cases that need re-work to ensure high C-Sat / NPS score from the end user.
• Knowledge Management - Assist in the creation and delivery of procedural content
• Process Reengineering - Participate in the ideation process and produce the documentation and trains the team on the reengineered process IN ORDER TO meet client and internal commitments on a continuous basis
• Participates in special projects and performs other related activities as assigned.
• Provides internal client support by responding to daily written and verbal inquiries about functionality of various Institutional systems applications.
• From 401K domain from US location
• Willing to work in US shifts
• Good knowledge of Demographic data, Eligibility, Loans, Withdrawals, etc.
• Excellent analytical and problem-solving skills.
• Proficiency with Microsoft Office Products.
• Ability to concurrently manage multiple tasks and/or projects.
• Proven ability to work in a team environment and to meet or beat deadlines.

Preferred Skills:

Insurance->US Retirement with 401(K)-Vangaurd