Senior Process Lead

Infosys Limited; Bengaluru; On-site; INR 1,800,000 - 3,200,000; Full time

Job summary

Infosys BPM Limited in Bengaluru seeks a Senior Process Lead with 8–10 years of experience to lead and manage 24/7 operations across Asset Protection and Facilities Maintenance, ensuring SLA delivery. You will oversee daily operations, drive governance, monitor metrics, and spearhead continuous improvement through data, automation, and process optimization.

This role requires strong leadership and cross‑functional collaboration.

Qualifications

• 8–10 years of experience in retail operations, fraud management, security operations or facilities management.
• Minimum 3–5 years of experience in team leadership/operations management.
• Experience managing multi-function teams and 24/7 operations.
• Exposure to retail, e-commerce, or asset protection environments preferred.
• Demonstrated experience in owning and running projects independently.
• Knowledge of retail/fraud prevention/loss prevention and detection.

Responsibilities

• Lead and manage 24/7 operations across Asset Protection and Facilities Maintenance functions.
• Ensure consistent delivery against defined SLAs, KPIs, and operational targets across all service lines.
• Oversee daily operations, workflow allocation, queue management, and escalation handling across teams.
• Drive governance cadence including performance reviews, reporting, and stakeholder updates.
• Monitor operational metrics (volume, turnaround time, accuracy, cost savings, quality) and drive corrective actions.
• Lead incident and crisis management ensuring timely escalation, resolution, and communication.
• Ensure adherence to SOPs, compliance standards, data security, and audit requirements across functions.
• Drive continuous improvement initiatives leveraging data insights, automation, and process optimization.
• Standardize processes, ensure documentation updates, and improve operational efficiency.
• Oversee capacity planning, resource allocation, and demand forecasting across functions.
• Ensure quality assurance frameworks are implemented and adhered to across all teams.
• Collaborate cross-functionally to resolve dependencies and improve end-to-end process outcomes.
• Provide periodic management reports with actionable insights and recommendations.
• Drive knowledge management, training plans, and capability development across teams.

Skills

People management and leadership

Operations management

Analytical mindset

Stakeholder management

Incident management

Process improvement

Multi-tasking

Reporting skills

Vendor governance awareness

Education

Graduate

Job description

BANGALORE, Infosys BPM Limited Senior Process Lead

Job ID/Reference Code PROGEN-EXTERNAL-255264

Work Experience 8 - 10 Years

Job Title Senior Process Lead

Educational Requirements

Graduate

Service Line

BPO Service Line

Responsibilities

• Lead and manage 24/7 operations across Asset Protection and Facilities Maintenance functions
• Ensure consistent delivery against defined SLAs, KPIs, and operational targets across all service lines
• Oversee daily operations, workflow allocation, queue management, and escalation handling across teams
• Drive governance cadence including performance reviews, reporting, and stakeholder updates
• Monitor operational metrics (volume, turnaround time, accuracy, cost savings, quality) and drive corrective actions
• Lead incident and crisis management ensuring timely escalation, resolution, and communication
• Ensure adherence to SOPs, compliance standards, data security, and audit requirements across functions
• Drive continuous improvement initiatives leveraging data insights, automation, and process optimization
• Standardize processes, ensure documentation updates, and improve operational efficiency
• Oversee capacity planning, resource allocation, and demand forecasting across functions
• Ensure quality assurance frameworks are implemented and adhered to across all teams
• Collaborate cross-functionally to resolve dependencies and improve end-to-end process outcomes
• Provide periodic management reports with actionable insights and recommendations
• Drive knowledge management, training plans, and capability development across teams

People Management Responsibilities

• Lead, mentor, and develop a team of analysts across multiple service lines (Asset Protection, Facilities)
• Manage team performance through goal setting, reviews, coaching, and feedback mechanisms
• Ensure adequate staffing, shift coverage, and succession planning
• Drive employee engagement, retention, and high-performance culture
• Identify skill gaps and implement training and upskilling initiatives
• Handle escalations, conflict resolution, and team governance

Experience

• 6-8 years of experience in retail operations / fraud management / security operations / facilities management
• Minimum 3-5 years of experience in team leadership/ operations management role
• Experience managing multi-function teams and 24/7 operations
• Exposure to retail, e-commerce, or asset protection environments preferred
• Demonstrated experience in owning and running projects independently
• Knowledge of retail/ fraud prevention/ loss prevention and detection

Skills

• Strong people management and leadership skills (team handling, coaching, performance management)
• Operations management and service delivery governance
• Analytical mindset with ability to drive insights from data
• Stakeholder management and executive communication
• Incident management and problem-solving skills
• Process improvement and automation orientation
• Ability to manage multiple workstreams and priorities
• Strong reporting and presentation skills
• Awareness of client-controlled processes such as vendor governance, legal workflows, and strategic decision-making frameworks