Senior Process Lead /Process Lead

Key Responsibilities:

• Role Designation Senior Process Leader Process Leader
• Job Level 4A 4B
• Work Timings
• Daylight Saving DST Start 12 30 IST to 21 45 IST 15 30 IST to 00 45 IST 16 30 IST to 01 45 IST 17 30 IST to 02 45 IST
• Daylight Saving DST End 13 30 IST to 22 45 IST 16 30 IST to 01 45 IST 17 30 IST to 02 45 IST 18 30 IST to 03 45 IST
• Broad Overview of the Client
• The client is a Canadian multinational investment bank and financial services company
• It is one of the top 10 banks in Canada and US
• They offer services under the scope of Retail and Wealth Banking
• Job Responsibilities
• Communicate with relevant stakeholders on day to day operational tickets as per SOP
• Deliver on day to day process targets in meeting Customer SLAs
• Interact with clients as per business requirements
• Eye for detail and report out quality measures for the process also flag key risks if any
• Handle process queries and Quality Auditing upon expertise gained and certification for the same
• Ensure Compliance and controllership
• Follow the governance mechanism established with the client
• Keep track of all customer feedback process issues
• Drive actions towards delivery excellence
• Technical Competencies
• Fluent in French Language both oral and written
• Should be comfortable working long hours to meet deadlines support ADHOC business requirements if any
• Strong Customer Service Skills
• Should have good analytical skills and can make decisions based on the situation
• Good knowledge in MS office skills MS Word Excel PowerPoint Presentations
• Willingness to work in business aligned shifts
• Open to accept changes in work methods or systems to improve performance beyond agreed standards
• Work experience Education Qualification Soft skills
• Master s or Bachelor s degree in commerce business administration or business management is preferred based on businesses aligned
• Minimum of 6 7 years of full time work exp
• Minimum B2 level or equivalent Master s degree in French from any renowned university is mandate
• Work Environment
• Work from office model will be continued post process certification
• Working from outside Infosys offices will imply Camera based security monitoring tool

Preferred Skills:

Domain->Language skills->French