Job description

Job Description – Process Specialist

Job Title: Process Specialist
Reports To: Team Lead
Career Stream: BPM – Operations
Career Sub‑Stream: Operations – Vertical Business
Department: VL
Job Level: 3A
Direct Reports: None

Purpose of the Role

The Process Specialist is responsible for reviewing complex deals and providing expert guidance to Partners & Field (P&F), partners, and end customers on deal structure. The role ensures that operational, compliance, process, and structural requirements are thoroughly adhered to and validated before signature.

Essential Qualifications, Training & Experience

• Excellent planning, organizing, and coordination skills
• Strong communication and engagement skills; fluency in English essential
• Additional language proficiency as required
• High attention to detail and strong understanding of policies and processes
• Ability to identify, analyze, and resolve issues
• Proficiency in Microsoft Office Suite
• Ability to work independently and collaboratively
• Capability to deliver insights through analytics
• Proactive and self-driven mindset

Desirable Qualifications

• Third-level degree preferred, especially in business or language-related disciplines

Personal Attributes

• Strong analytical and problem‑solving skills
• Sound judgment and decision‑making abilities
• Ability to challenge assumptions constructively
• Excellent communication skills with strong customer orientation
• Ownership mindset; proactive self-starter
• Ability to operate effectively in ambiguous environments
• Ability to deliver independently with minimal supervision

Core Competencies

• Client Centricity & Business Metric Management
• IBPO Business Operations & Processes
• Operations Management
• Quality, Knowledge & Continuous Improvement
• SLA & Performance Management
• Learning & Innovation
• Customer Orientation
• Driving Organizational Results
• High-Impact Communication
• Analytical Ability
• Providing Direction
• Impact & Influence

Key Result Areas (KRAs)

1. Customer Interaction

• Manage and resolve process-level escalations to maintain high customer satisfaction
• Provide expert consultation services
• Support and resolve complex queries
• Anticipate and proactively address queries from P&F and end customers
• Interpret complex program and policy guidelines to provide effective solutions
• Conduct document reviews to ensure deal structure accuracy prior to signature

2. SLA Compliance

• Execute transactions as per defined guidelines and timelines
• Participate in daily team huddles
• Provide process inputs and training to ensure predictable delivery

3. Process Compliance

• Execute transactions in line with quality standards
• Perform QC/QA checks as per the quality plan

4. Knowledge Management

• Review and validate inputs from Process Executives
• Create case studies and FAQs to capture tacit knowledge

5. Process Reengineering

• Participate in ideation and documentation of reengineered processes
• Train the team on updated processes to meet client and internal requirements

6. Talent Management

• Support the Team Lead in training team members on processes and domain knowledge
• Contribute to high employee satisfaction (E‑Sat) through mentorship

Disclaimer

Infosys is an Equal Opportunities Employer, committed to diversity and inclusion.
The responsibilities described above outline the general nature of the role. Employees may be assigned additional tasks outside their regular duties based on business needs.