Company Name: Infosys
Job Role: Process Specialist
Experience: 2 – 5 Years
Qualification: Any Graduates
Job Type: Full Time
Job Location: Bangalore
Salary: Best in Industry
Key Responsibilities:
- Subject Matter Expertise: Serve as the O2C expert, providing in-depth knowledge and guidance on order lifecycle management, customer query resolution, invoicing, and escalations.
- Mentorship & Coaching: Mentor, coach, and develop the Order Management Specialists, providing regular feedback, performance assessments, and identifying areas for improvement.
- Process Leadership: Lead complex order management processes, including handling escalations, critical order modifications, and resolution of high-priority customer issues.
- Quality Assurance: Ensure aligned team members adhere to quality standards and continuously strive to exceed performance metrics related to accuracy, timeliness, and compliance.
- Escalation Management: Oversee and resolve escalated issues, ensuring minimal impact on operations and customer satisfaction.
- Stakeholder Engagement: Collaborate with cross-functional teams, including sales, finance, and logistics, to ensure alignment on order fulfillment and process improvements.
- Continuous Improvement: Identify process gaps and inefficiencies and work on strategic initiatives to enhance the order management and O2C process.
- System Proficiency: Provide expertise in using ERP and CRM systems and assist the team in effectively utilizing these tools.
- Training & Development: Lead training sessions for new and existing team members on O2C processes, system usage, and best practices.
- Performance Monitoring: Track and analyze performance metrics, ensuring the team meets or exceeds established KPIs, especially regarding quality scores and customer satisfaction.
- Shift Flexibility: Ensure continuous mentoring and leadership presence across various shifts, contributing to the smooth functioning of the 24/7 environment.
Qualifications:
- Education: Any Graduate/Postgraduate. A certification in Supply Chain Management, Business Process Management, or related fields is preferred.
- Experience: Minimum 2 to 4 years of experience in Order Management and Order-to-Cash processes, with a strong background in mentoring and leadership within a BPM environment.
- Leadership Skills: Proven experience in leading, coaching, and mentoring teams in a dynamic work environment.
- Technical Skills: Proficient in ERP/CRM tools and MS Office applications. Able to train and assist others in using these systems.
- Communication Skills: Excellent written and verbal communication skills, with experience in stakeholder management and conflict resolution.
- Problem-Solving & Analytical Skills: Strong analytical mindset, capable of resolving complex issues, improving processes, and ensuring escalation-free operations.
- Customer Focus: Demonstrated ability to maintain high levels of customer satisfaction and to mentor the team in customer service best practices.
- Attention to Detail: A sharp eye for detail and a commitment to maintaining accuracy and compliance in all aspects of order management.
- Shift Requirements: Must be flexible to work in various shifts, including night shifts, and be comfortable with a 100% work-from-office arrangement.
Key Performance Indicators:
- Team Performance: Ensure specialists meet or exceed quality metrics, with regular coaching and performance assessments.
- Escalation Resolution: Manage escalations with proactive issue resolution and expert handling of critical scenarios ensuring elimination of escalations.
- Process Optimization: Continuous improvement initiatives leading to more efficient processes and reduced errors.
- Customer Satisfaction: Maintain high levels of customer satisfaction and mentor the team to achieve the same.
Walk-in Details:
Walk-in Date: 19th November 2024
Time: 9.30 AM – 12.30 PM
Venue Details:
Infosys BPM Limited.,
#785, Ground Floor Axis Sai Jyoti,
15th Cross 100 Feet Road, Sarakki,
1st Phase. J P Nagar, Bengaluru,
Karnataka 560078
Landmark: Near Sindhoora Convention Centre.
