Job description

Job Title: Process Specialist Italian Language
Reports To: Team Lead
Career Stream: BPM – Operations
Career Sub-Stream: Operations – Vertical Business
Department: VL
Job Level: 3A
Experience: 2+Years
Direct Reports: None

• Excellent planning, organizational, and coordination skills
• Strong communication and engagement skills
• Fluent in English; proficiency in another language is an advantage
• High attention to detail and adherence to policies and processes
• Ability to identify and resolve issues effectively
• Proficiency in Microsoft Office Suite
• Able to work both independently and as part of a team
• Strong analytical abilities and experience delivering insights
• Self-motivated and capable of working on own initiative

• Bachelor’s degree, preferably in business or language studies

• Strong analytical, problem-solving, and decision-making skills
• Ability to challenge assumptions constructively and professionally
• Excellent communication skills with strong customer focus
• Proactive self-starter with ownership of assigned tasks
• Ability to deliver results in ambiguous environments

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

• Handle and resolve process-level escalations to ensure customer satisfaction
• Provide expert consulting services
• Support complex queries
• Anticipate questions from P&F and end customers
• Interpret complex program and policy guidelines to provide solutions
• Review documentation to ensure deal structure accuracy prior to signature

• Execute transactions in alignment with guidelines and timelines to meet SLA targets
• Support the Team Lead in daily huddles
• Provide training and inputs on processes to ensure delivery predictability

• Ensure adherence to quality standards through proper transaction processing
• Conduct QA/QC activities in line with quality plans

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

• Participate in ideation and produce documentation for redesigned processes
• Train team members on reengineered processes to ensure continuous improvement

• Support the Team Lead in training team members on process/domain
• Contribute to high employee satisfaction (E-SAT) levels