Location - Work from NM Franklin office in Milwaukee, WI (at least 3 days / week)
Shift - 8AM to 5 PM CST (we have the flexibility to start an hour earlier if required)
Scope of work - Backoffice US life and annuities processes
Needs to have prior Backoffice team handling experience. Life Insurance experience is a plus
You will be responsible for preparing the service quality plan, manage the team, ensure process compliances, resolution of escalations, Knowledge Management Compliances with the objective to sustain delivery predictability and meet client and internal commitments on a continuous basis for the specific processes under purview within the guidelines, policies and norms of Infosys.
In this role you will be responsible for transition coordination, resource planning and training, performance management of the team, Service level agreement and process compliance, knowledge management, process reengineering, resource optimization and overall governance of the team.
Some responsibilities include:
SLA Process compliance, Resource Planning, Business process improvement
Knowledge of operation management
Driving Daily/Weekly/Monthly Governance calls with client.
Prepare/review the process definition & documentation for the specific process within purview to enable manager to finalize the TO BE Process
Co-Ordinates and conduct training for the team in order to ensure right skilling
Monitors/ ensures process compliance and periodically updates SOP changes as required as part of the quality plan in order to ensure adherence to process steps
Resolves escalations from the process owners in order to ensure strong customer relationships
Provide feedback on error transaction and conducts RCA with help of quality SPOC
Self-starter, having a proactive approach in terms of process improvement, identifying risks and engaging client.
Ability to handle multiple tasks and adherence to on time delivery.
Understand the contractual requirement for the process and deliver the same.
Sound decision-making
Qualifications
Basic
High School Diploma or GED Equivalent
At least 4 years of experience relating to the job description
Note: Applicants for employment in the U.S. must possess work authorization which does not require sponsorship by the employer for a visa (H1B or otherwise).
The job entails sitting as well as working at a computer for extended periods of time. Should be able to communicate by telephone, email or face to face.
About Us
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 45 delivery centers in 16 countries spread across 5 continents, with 57,694 employees from 111 nationalities, as of March 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.
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.