Senior Process Lead

This role will serve as the dedicated point of contact for the front-line sales team, ensuring seamless coordination across Order to Cash (O2C) and Store to Fulfill (S2F) processes between offshore and retained teams. You will act as a trusted partner to sales, enabling them to deliver exceptional service to key customers by proactively managing order lifecycle issues, resolving bottlenecks, and ensuring timely communication.

Responsibilities:

• Work with Sales Team to identify Order to Fulfill strategy for Key Customers
• Monitor Key Customer Order from Order intake to Fulfillment
• Track and report priority order fulfillment status.
• Resolve escalations by coordinating with offshore teams.
• Lead regular performance reviews and present operational metrics
• Document tribal knowledge and process exceptions.
• Coordinate cross-functional issue resolution across CPC & Offshore teams
• Liaise with internal teams (supply chain, logistics, finance, customer service) to resolve issues impacting customer commitments.
• Monitor and manage high-priority orders and escalations, ensuring timely resolution and communication.
• Provide operational insights and data to support sales in customer engagements.
• Drive continuous improvement by identifying recurring issues and proposing solutions.

Qualifications: Basic

• High School Diploma
• Minimum of 6 years of experience in customer service, order management, logistics coordination, or sales operations.

Preferred:

• Candidates with experience in managing Key product categories ( eg PE, NAO, Specialty Chem) & experience in managing Rail Freight, Ocean & Trucking (Bulk) transportation.
• Working knowledge of inventory management, order fulfillment, and logistics workflows
• Ability to interpret and act on order data, delivery schedules, and customer SLAs.
• Experience in stakeholder management; collaboration with internal sales teams and support customer-facing roles.
• Strong verbal and written communication skills.
• Ability toproactively identify and resolve operational issues & work in a cross-cultural team environment
• Open to change and continuous learning
• For APAC- Good communication skills in Mandarin

Who We Are

Infosys BPM Limited, a wholly owned subsidiary of Infosys Limited (NYSE: INFY), provides end-to-end transformative business process management (BPM) services for its clients across the globe. The company's integrated IT and BPM solutions approach enables it to unlock business value across industries and service lines, and address business challenges for its clients. Utilizing innovative business excellence frameworks, ongoing productivity improvements, process reengineering, automation, and cutting-edge technology platforms, Infosys BPM enables its clients to achieve their cost reduction objectives, improve process efficiencies, enhance effectiveness, and deliver superior customer experience.

Infosys BPM has 47 delivery centers in 16 countries spread across 5 continents, with 58,702 employees from 110 nationalities, as of December, 2024.

The company has been consistently ranked among the leading BPM companies globally and has received over 60 awards and recognitions in the last 5 years, from key industry bodies and associations like the Outsourcing Center, SSON, and GSA, among others. Infosys BPM also has very robust people practices, as substantiated by the various HR-specific awards it has won over the years. The company has consistently been ranked among the top employers of choice, on the basis of its industry leading HR best practices. The company's senior leaders contribute widely to industry forums as BPM strategists.

EOE/Minority/Female/Veteran/Disabled/Sexual Orientation/Gender Identity/Nationality

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.