Job details

Country

USA

State / Region / Province

Puerto Rico

Work Location

Aguadilla, PR

Domain

Operations

Interest Group

IBPO Puerto Rico

Company

IBPO USA

Requisition ID

125958BR

Job description

Assistant Manager
Aguadilla, Puerto Rico-Full Time-Onsite
Job Summary: In the role of Assistant Manager, you will be responsible for preparing the service quality plan, managing the team, ensuring process compliances, resolution of escalations, and Knowledge Management Compliances to sustain delivery predictability and meet client and internal commitments continuously for the specific processes under purview within the guidelines, policies, and norms of Infosys. Responsible for performance, employee engagement, and satisfaction, contributing as an individual to boost the performance of the team, and performing required governance deliverables like coaching, meetings, and reviews.


Job Responsibilities:People management – Attrition management, 1-1 compliance, EWI compliance – drive employee engagement within the process and partner with Site leadership and Steering committee Create and maintain succession plan for all customer accounts and supervisors Implements corrective actions based on review, monitors and controls billing losses, and reduces buffers in order to meet financial objectives. Leverage your strong interpersonal skills to build and maintain long-lasting relationships with key stakeholders and the needs of the audience. Identify and address the root cause of data and reporting quality issues to drive improvements in the identification and delivery of transformation. Identify and champion process improvement opportunities and automation opportunities, drive for execution and closure with internal and external stakeholdersHandle Outbound/Inbound Regular/Escalated Transactions (Case & Call)Handle Regular/Escalated Email CorrespondenceMaintain Product SecurityAdhere to Client Requirements, meet KPI’s, meet set goals for Reliability, Efficiency, and Quality
Qualifications
BasicHigh School Diploma or GED EquivalentAt least 4 years of relevant work experiencePreferredAll work is done in English Time Management Skills Great Communication and Relationships Skills Excellent written and verbal communication skillsProficiency in Microsoft Word, Excel and PowerPoint and with business systemsAnalytical Ability & Driving Organizational ResultsQuality and Continuous improvement, Learning and InnovationHighly adaptable team playerExtremely organized, Strong attention to detailsProblem solving abilitiesAble to work overtime as business needs dictateAbility to handle multiple priorities in a timely manner
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 58,090 employees from 111 nationalities, as of June, 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/National Origin
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.