Solution Design Manager

Infosys BPM Philippines; Philippines; On-site; PHP 2,000,000 - 2,800,000; Full time

Benefits offered by this job

Quarterly bonus

Career development opportunities

Work-life balance

HMO + 2 dependents

24 leaves annually

On-site facilities

Job summary

Infosys BPM Philippines invites a seasoned Solution Design Manager to lead solution design initiatives for client engagements in the Philippines. You will drive end-to-end client interactions, shape service offerings, and guide continuous improvement projects within Infosys guidelines.

The role requires extensive BPM experience, especially in contact center contexts, with a strong focus on market intelligence, RFPs, and collaborative internal branding. Onsite work at BGC Taguig is expected.

Qualifications

• 10-15 years BPO/BPM experience is required.
• Must have worked in customer service operations in a managerial role.
• Prior solution design experience in the Contact Center industry is a must.
• Willingness to work onsite in BGC Taguig.

Responsibilities

• Client Interactions (TIG, Transition, Transformation): Creates solutions tailored to client context and leads interaction sessions.
• Competitive and market analysis: Gathers and analyzes market intelligence and provides inputs for gap analyses.
• Continuous process improvement: Participates in improvement projects to meet goals.
• Contract negotiation: Creates and reviews the SOW to define terms for a solution.
• Creating collaterals: Guides the team to prepare collateral like flyers and case studies.
• Define Service market strategy: Provides inputs for strategy by analyzing market segments.
• Define the solution: Develops POVs describing proposed solutions including pricing and operating models.
• Develop the customized solution: Creates differentiated value propositions.
• Internal branding: Produces collateral for internal stakeholders.
• Knowledge Management: Creates reusable artifacts for knowledge repositories.
• RFP Process: Drives RFP responses per process to bid for deals.
• Transformation process: Participates in transformations to meet goals.
• Understanding Client Business Context: Engages with clients to tailor solutions.

Skills

Solution design experience

Customer service operations management

Stakeholder management

Market intelligence

Job description

Are you ready to make an impact? Join Infosys BPM Philippines as a Solution Design Manager and jumpstart your career with us!

Purpose of the role:

Analyze different segments of service markets, collate & synthesize market intelligence reports, drive thought papers & convert them to service offering, drive continuous improvement, and lead end-end client interactions with an objective to deliver on group goals within norms and guidelines of Infosys.

Key Requirements:

• 10-15 years BPO/BPM experience. Mandatory to have worked in customer service operations in a managerial role. Prior Solution design experience in Contact Center industry is must.
• Must be willing to work onsite in BGC Taguig

Areas of Responsibilities:

• Client Interactions (TIG, Transition, Transformation): Creates solutions, customized to client context IN ORDER TO conduct client interaction sessions
• Competitive and market analysis: Gathers, synthesizes, analyses market competitive intelligence for a specific domain / market and provides inputs on gap analysis in order to contribute to a market intelligence and gap analysis report
• Continuous process improvement: Participate in continuous improvement projects in order to deliver project goals
• Contract negotiation: Creates and reviews the SOW (Statement of Work), in order to define the contract terms for a specific solution
• Creating Collaterals: Drives and provides direction to the team member IN ORDER TO prepare collaterals such as flyers, case studies etc.
• Define Service market strategy: Gathers, synthesizes, analyses specific segments of service markets IN ORDER TO provide inputs for defining service market strategy
• Define the solution: Creates a presentation/ thought paper (POV - point of view) describing a proposed solution including the pricing model, operating model and value proposition IN ORDER TO develop it into a service offering
• Develop the customized solution: Creates the customized solution IN ORDER TO bring out a differentiated value proposition
• Internal Branding: Creates collaterals for presentation to internal stakeholders such as sales, other SDI teams, Delivery teams etc. IN ORDER TO create internal awareness
• Knowledge Management: Creates reusable artifacts IN ORDER TO contribute to an updated knowledge repository
• RFP Process: Drives the creation of the RFP response as per the RFP Process defined IN ORDER TO bid for the deal.
• Transformation process: Participate in transformation projects IN ORDER TO deliver project goals.
• Understanding Client Business Context: Engages with the client and understands the context IN ORDER TO develop a customized solution.

Why Infosys:

• Quarterly performance bonus.
• Outstanding career development opportunities and fast track career progression.
• Enjoy a fair work-life balance.
• HMO and Life Insurance for employee and 2 dependents for free.
• 24 Leaves annually.
• Inside the Central Business District area.
• Use of Gym, pantry, karaoke room, sleeping quarters and other recreational facilities.

“We value Diversity, Equity, and Belongingness. Infosys values diversity and belongingness and is committed to the principles of being an equal employment employer. Therefore, Infosys complies with all applicable laws prohibiting discrimination or harassment against any applicant or employee. This prohibition includes without limitation discrimination or harassment based on race, color, gender, national origin, religion, creed, disability, covered veteran status, genetic information, sexual orientation, gender identity, pregnancy, childbirth or related medical conditions, marital status, citizenship status, ancestry, and any other personal characteristic protected by applicable law. This also applies to all personnel actions, including but not limited to recruitment, hiring, placement, promotion, transfer, separation, compensation, benefits, training, and education. #Infosys #InfosysBPM #KaInfoscion #GreatPlaceToWork #INFYBPMPhilippines #JoinINFYBPMPhilippines #LifeAtINFYBPMPhilippines”