Process Executive

Job Title: Process Executive Reports To: Team Lead Career Stream: BPM - Operations Career Sub Stream: Operations - Vertical Business Department: VL Job Level: 2B Direct Reports: None Purpose of the Role: Process Executive executes transactions as per prescribed guidelines and timelines and follows all predefined procedures to meet SLA target and to ensure that the performance parameters are met.

Responsible for keeping accurate records of business activities including detailed information on Agreements/Orders, exceptions and queries, outstanding problems and executive approvals as outlined by Legal & Finance. Process Executives must accept and deal with customer communication for agreed languages.

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Process Executive Essential Qualifications, Training and Experience:

• High school graduate
• Excellent communication skills - Fluent English essential. A second language beneficial
• Proficiency in Microsoft tools, Word, Excel and PowerPoint, Outlook and with business systems
• Ability to work effectively as part of a team
• Strong administration and organization skills

Personal Attributes required:

• Good analytical and problem solving skills
• Eye for detail to ensure high accuracy
• Excellent communication skills and a strong focus on customer satisfaction
• Ability to work well under pressure
• Ability to work on your own initiative
• Willingness to learn new processes and tasks

Competencies

0 Client Centricity & Business Metric Management IBPO Business Operations & processes Reports To: Quality, Knowledge & Continuous Improvement Management SLAs & Performance Management Learning and Innovation Customer Orientation Driving Organizational Results High Impact Communication Analytical Ability
Areas Of Responsibility SLA Compliance:

• In a data process - executes transactions as per prescribed guidelines and timelines such as verifying documents, processing bills, analysis of data, responding to complaints/queries on mail, interacting with vendors for order management depending on the process (the nature of the transaction would depend on the process) in order to meet SLA targets. In a voice process - Follows all predefined procedures, adheres to all the laws regarding telesales applicable in that specific location in order to meet SLA target and to ensure that the performance parameters are met and exceeded in order to meet SLA targets

Process Compliance:
In a voice process - effectively executes calls of the client's customers, resolves query/issue as per deliverables outlined, maintains voice quality as per standard agreed, handles repetitive calls and strives for target maximization in order to meet quality standards. In a data process - Executes client transactions i.e. attends to the transactions, verifies basic information, and closes customer query /issue as per defined SOP/ parameters prescribed; Ensures appropriate documentation of the upshot from the last transaction on the clients' account as per the prescribed format. In order to meet quality standards.

Customer Interaction:

• Resolves individual cases that need re-work to ensure high C-Sat / NPS score from the end user

Knowledge Management:

• Shares experiences in order to facilitate capture of tacit knowledge

Process Reengineering:

• Delivers on the new process / approach to meet client / internal goals

Others:

• Serve as backup support to others on the team

" Infosys is an Equal Opportunities Employer, Embracing Diversity in the workplace"
Disclaimer
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.