Job Description

About Us

Infosys is a global leader in next-generation digital services and consulting. We enable clients in more than 50 countries to navigate their digital transformation. With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through their digital journey. We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower the business with agile digital at scale to deliver unprecedented levels of performance and customer delight. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovation ecosystem.

Infosys is an equal opportunity employer and all qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, spouse of protected veteran, or disability.

Stream:

BPM-Operations

Sub Stream:

Operations - Vertical Business

Role:

Lead - Client Operations & Services

Role Designation:

Lead - Client Operations & Services / Senior Lead - Client Operations & Services



Below are the roles and responsibilities aligned to the above mentioned role / role designation:

Business Planning & Review

: Prepares the annual budget and business plan aligned with corporate / divisional objectives for the engagement, Coordinates with the account manager for the account plan.

Transition Coordination: Resource planning (incl. Infra):

Plans and reviews the people, Infra, Technology requirements with the transition team.

Transition Coordination: Process definition & documentation:

Provide resources to the transition team to finalize the process definition & documentation, ensures sign off.

Transition Coordination: SOW / Metric Determination:

Signs off on the training /certification methodology at the engagement level.

Operations: Resource Planning (People, Infrastructure etc.):

Co-ordinates resource deployment across all processes for the engagement(Team Size, Span, Shift Utilization, Skill sets, technology rollout)

Quality Planning (QC/QA):

Signs off on the service quality plan including the quality control, assurance and improvement.

SLA Compliance:

Conducts periodic reviews with ops managers and drives corrective action.

Financial Review:

Conducts monthly financial review with direct reportees and BU head, takes corrective actions.

Revenue Enhancement:

Validates and prepares business case for identified opportunities within existing service lines for growth, Discuss and plan for foray into new services.

CSAT Process:

Engages with the key client stakeholders on areas of Improvements and commits resources.


Infosys is an equal opportunity employer and positively encourages applications from suitably qualified and eligible candidates regardless of gender or other attribute covered by equal opportunity legislation.



Please note in order to protect the interest of all parties involved in the recruitment process, Infosys does not accept any unsolicited resumes from third party vendors. In the absence of a signed agreement any submission will be deemed as non-binding and Infosys explicitly reserves the right to pursue and hire the submitted profile. All recruitment activity must be coordinated through the Talent Acquisition department.

All aspects of employment at Infosys are based on merit, competence and performance. We are committed to embracing diversity and creating an inclusive environment for all employees. Infosys is proud to be an equal opportunity employer.