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

• Excellent planning, organizing, and coordination skills.
• Strong communication and engagement skills; fluent English essential and an additional language 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 both independently and as part of a team.
• Capability to deliver insights through analytics.
• Proactive and self-driven.

• Third-level degree desirable, preferably in business or language-related disciplines.

• Strong analytical, problem‑solving, judgment, and decision‑making skills.
• Ability to challenge assumptions constructively and professionally.
• Excellent communication skills with strong customer focus.
• Proactive self-starter with ownership mindset.
• Ability to operate effectively in an ambiguous environment and deliver independently.

• 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

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

• Execute transactions according to prescribed guidelines and timelines.
• Support and participate in daily team huddles.
• Provide process-related inputs and training to the team to ensure predictable delivery.

• Execute transactions in adherence to defined quality standards.
• Conduct QC/QA checks as part of the quality plan to ensure process compliance.

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

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

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