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

Purpose of the Role

To review complex deals and provide expert guidance to P&F, partners, and end customers regarding deal structure. The role ensures that operational, compliance, process requirements, and deal structure considerations are fully addressed prior to signature.

Competencies & Requirements Essential Qualifications, Training, and Experience

• 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

Desirable Qualifications

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

Personal Attributes

• 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

Core Competencies

• 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

Key Result Areas (KRAs)1. Customer Interaction

• 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

2. SLA Compliance

• 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

3. Process Compliance

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

4. Knowledge Management

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

5. Process Reengineering

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

6. Talent Management

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

Equal Opportunity Statement

Infosys is an Equal Opportunities Employer, embracing diversity in the workplace.

Benefits:

• Discretionary quarterly performance bonus based on individual and company performance

• Staggered maternity leave pay based on tenure

• 50% individual cover with Irish Life health insurance after 12 months of service

• Up to 3% company matched contributions to PRSA with Zurich Life

• Tax-saver travel scheme including Bike to Work with Travel Hub

• Employee Referral Bonus Scheme

• Perk box

• Sick Pay - entitlement to 6 days of sick leave per year post successful probation period

• Access to extensive variety of upskilling courses

Disclaimer

The above statements describe the general nature and level of work being performed. They are not an exhaustive list of all duties, responsibilities, and required skills. Additional tasks may be assigned as needed.