Process Specialist

Infosys BPM; Mangaluru; On-site; INR 320,000 - 420,000; Full time

Job summary

Infosys BPM in India is seeking a skilled BPO professional to support US-based 401K domain operations. The role emphasizes SLA-driven transaction processing, quality compliance, and customer interactions to maintain high satisfaction scores.

Candidates should have a Post Graduate Programme and be proficient with MS Office, with strong analytical and problem-solving abilities. Willingness to work US shifts and handle multiple tasks in a team environment is essential.

Qualifications

• Postgraduate qualification required.
• Strong analytical and problem-solving skills.
• Proficiency in Microsoft Office products.

Responsibilities

• SLA compliance: execute transactions per guidelines and timelines to meet SLA targets.
• Process compliance: perform transaction processing to meet quality standards and engage in QC/QA as part of the quality plan.
• Customer interaction: resolve cases needing rework to ensure high C-Sat/NPS scores.
• Knowledge management: assist in creating and delivering procedural content.
• Process reengineering: participate in ideation and document trainings for new processes.
• Participates in special projects and handles other related activities as assigned.
• Internal client support: respond to daily 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.
• Ability to manage multiple tasks and meet deadlines.
• Proven ability to work in a team environment and meet deadlines.

Skills

Analytical thinking

Problem solving

Team collaboration

Education

Post Graduate Programme

Tools

Microsoft Office

Job description

Roles 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.

Educational Requirement

• Post Graduate Programme

Preferred Skills

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

Service Line

• BPO Service Line