Senior Lead Analyst - Knowledge Services

ABOUT US

Infosys BPM (www.infosysbpm.com), the business process outsourcing subsidiary of Infosys, was set up in April 2002. Infosys BPM focuses on integrated end-to-end outsourcing and delivers transformational benefits to its clients through reduced costs, ongoing productivity improvements, and process re-engineering. Infosys BPM operates in India, Poland, the Czech Republic, the Netherlands, Ireland, South Africa, Brazil, Mexico, Costa Rica, the United States, Puerto Rico, China, the Philippines, Singapore, and Australia.

Infosys BPM has been consistently ranked among the leading BPM companies and has received multiple awards and recognition from key industry bodies and associations. 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.

Role: - Senior Lead Analyst (Senior Consultant-Quality)

Location: - Sydney

Status - Permanent Full-Time Employment

NOTE - Only applicants with Australia full work right, i.e., holding a valid visa will be considered for the role.

Please note - if your application is shortlisted, you may receive a screening call from our recruitment team based in head office-India, we kindly request you to attend the call and connect with our team to further discussed about the opportunity.

JOB DESCRIPTION: -

Drive process improvement, ensure process compliance, implement, sustain & improve change management programs, perform process & risk audits, deploy KANBAN framework, leads Quality deployment in client engagement and center (DC) level activities.

Below are the roles and responsibilities aligned to the above mentioned role / role designation:

Process Management: Provide implementation support for process improvement and deploy improvement plan. Drive risk mitigation and process improvement at engagement(s) level, and act as point of escalation for all risk & quality matters

Process Institutionalization: Leads Operations Excellence, conduct verification audits to identify gaps in compliance to QMS; Raise and follow up on closure of CARs (Corrective Action Report(s)), Monitor & Deploy process verification methods of transaction monitoring.

Create engines for large-scale transformations and ensure implementation: Lead / participate in improvement projects; Collect and analyze data, Conduct audits and provide insights on improvement opportunities.

Risk Management: Identify DC (centre) level, process level and engagement level risk by performing risk audit, and discussion with process owners and Operations head.

Benchmarking with multiple models - bring in best-in-class practices, create platforms for sharing best-in-class practices: Deploy Best practices to achieve benchmark performance, share best practices followed in engagement at vertical and org. level.

Improvements based on structured feedback mechanisms (CSAT, IPSAT, ELFs etc.): Support process owner to drive improvement plan for CSAT at org. level, analyze, provide feedback and drive corrective and preventive actions.

Consulting: Provide consulting services to our clients as needed on Process Improvement, Assessments and Quality Management

Qualification Requirements

• 7+ years of relevant work experience
• Strong experience in Lean Management, Quality Management, Process Improvement, Operations Excellence
• Certified Lean Six Sigma Green Belt / Black Belt
• Shared Services experience preferred but not required
• Good with Communication and Stakeholder management and driving organizational results. Strong customer orientation.
• Experienced in analyzing data using statistics and/or MS Excel

Infosys BPM is committed to creating a diverse and inclusive working environment. We actively support and encourage people of all backgrounds; gender, age, ethnicity, race, cultural background, disability, religion and sexual orientation to submit an application and aim to ensure that the recruitment and employee experience is as accessible and inclusive as possible.

We provide adjustments including alternate formats to the recruitment process for candidates including individuals with disability. If you require an adjustment to be made during the recruitment process (including alternate formats) or have an enquiry about the support provided, please contact HR Team on 02 8913 5900 or email to [email protected]

Please click on the Apply link below to upload your resume before the closing date.

We reserve the right to withdraw this advertisement prior to the closing date.

We respectfully request agencies not to forward unsolicited resumes unless requested.