Solution Design Manager

Infosys BPM Philippines; Taguig; On-site; PHP 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Quarterly performance bonus

Job summary

Infosys BPM Philippines seeks a Solution Design Manager to lead end-to-end client interactions, analyze market insights, and convert them into compelling service offerings. The role focuses on driving continuous improvement and shaping solutions in the BPM space.

Required are 10–15 years in BPO/BPM with managerial customer service experience and proven solution design experience in contact centers. Onsite work at BGC Taguig is expected.

Qualifications

• 10–15 years BPO/BPM experience in a managerial role.
• Prior solution design experience in the contact center industry is mandatory.
• Willingness to work onsite at BGC Taguig.

Responsibilities

• Lead client interactions (TIG, Transition, Transformation) and tailor solutions.
• Perform market analysis and develop competitive intelligence inputs.
• Drive continuous process improvement to meet project goals.
• Create Statements of Work and define contract terms for solutions.
• Develop collaterals for internal and external stakeholders.
• Define service market and solution strategy with pricing and operating models.
• Develop customized solutions to deliver differentiated value.

Skills

Customer service management

Solution design

BPO/BPM experience

Contact center domain

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, analyzes 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, analyzes 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