Job Title: Corporate Actions

• Italian Language Contract: Full time About Infosys BPM

Infosys BPM, the business process management subsidiary of Infosys, provides end-to-end transformative 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.

Role Overview

Execute transactions as per prescribed guidelines and timelines, review and validate inputs from Process Executives, and support the Team Lead in training, daily reviews, and escalation resolution to meet SLA targets within Infosys guidelines, policies, and norms.

• Experience Required : Minimum 2 years (with 12-18 months process experience preferred)
• Education : Graduate
• Language Proficiency : English and Italian

Key Responsibilities

• Transition Coordination & Process Training

• Conduct training for the team to ensure right-skilling.

• Support TL in certification and continuous knowledge enablement.

• Talent Management

• Train team members on process/domain as part of their growth plan.

• Contribute to high employee satisfaction (E-Sat).

• SLA Compliance

• Execute transactions within defined guidelines and timelines.

• Participate in daily huddles and provide process / business inputs.

• Support TL in ensuring delivery predictability and issue resolution.

• Process Compliance

• Execute transaction processing with required quality standards.

• Conduct QC/QA programs to ensure adherence to process steps.

• Customer Interaction

• Handle and resolve process-level escalations.

• Contribute to high customer satisfaction.

• Knowledge Management

• Review and validate inputs from PEs.

• Create case studies, reusable artifacts, and FAQs to capture tacit knowledge.

• Process Reengineering

• Participate in ideation.

• Document and train the team on reengineered processes.

• Support continuous improvement initiatives.

Performance Measures

• Transition & Training
• Delivery and effectiveness of training programs.
• Talent Management
• Employee satisfaction (E-Sat).
• SLA Compliance
• SLA adherence.
• Number of customer complaints.
• Process Compliance
• Process quality score.
• Customer Interaction
• C-Sat scores.
• Knowledge Management
• Number of reusable artifacts created.
• Reduction in repeated internal/external escalations.
• Process Reengineering
• Success metrics of initiatives (CSAT, savings, risk reduction).

Core Competencies

• Client Centricity & Business Metric Management
• Working knowledge of complaint handling and escalations.
• Awareness of client business and key processes.
• Contractual Management
• Broad understanding of SLAs and performance expectations.
• Awareness of risks and liabilities related to the process.
• IBPO Operations & Tools
• Knowledge of ALCON, PBS, KM LITE, Performagic, Mantra, etc.
• Ability to provide inputs for system changes.
• Operations Management
• Awareness of staffing, planning, prioritization, and scheduling.
• Understanding tools/techniques needed for process execution.
• Quality & Continuous Improvement
• Working knowledge of audit plans, QA procedures, and improvement projects.
• Understanding of control measures and change management.
• SLAs & Performance Management
• Knowledge of reporting templates and frequencies.
• Ability to train team members and highlight SLA risks.
• Understanding quality, TAT, productivity, and other metrics.
• Transition & Program Management
• Basic understanding of transition methodologies.
• Learning & Innovation
• Generates ideas, leverages learning mechanisms, and experiments with new ways of work.
• Customer Orientation
• Understands customer needs and integrates feedback into delivery.
• Identifies red flags and proactively escalates.
• Driving Organizational Results
• Sets challenging goals, delivers with urgency, and focuses on accuracy.
• High-Impact Communication
• Communicates clearly, structures thoughts, listens actively, and shares viewpoints confidently.
• Analytical Ability
• Breaks down problems, evaluates solution options, and improves processes.

Benefits for you

• Performance-related bonus
• Tax-saver travel scheme including Bike to Work with Travel Hub
• Health insurance plan with 50% employer contribution after 12 months of service
• Company-contributed pension scheme
• Enhanced maternity leave benefits
• 6 days of paid sick leave per year (after successful completion of probation)
• Perk box
• Employee Assistance Program (EAP)
• Access to the Infosys Lex e-Learning platform
• 2 days of study leave
• Onsite shower facilities
• Free onsite parking
• Relocation support as per organization guidelines