Our business is fast paced, energetic, we have a fun environment and proudly work on behalf of several global leading companies, running operations centers in 14 countries spread across 6 continents.

We are currently hiring a Process Executive (French speaker) to join our team based in Dublin 2. Successful candidates will be working on behalf of our client – a global leading technology company.

Process Executives execute transactions as per prescribed guidelines and timelines and follow all predefined procedures to meet SLA target and to ensure that the performance parameters are met.

This is a fantastic opportunity to work alongside our global team. Infosys offer full training so previous experience in a similar area is desirable but not necessary.

Key responsibilities:

• Review agreements and orders to ensure all legal requirements are met with completed supporting documentation
• Complete any required analysis and query investigations with 3rd party vendors
• Working within our Service Level Agreement (SLA)
• Ensure all data entered is SOX compliant

SLA Compliance:

In a data process - executes transactions as per prescribed guidelines and timelines such as verifying documents, processing bills, analysis of data, responding to complaints/queries on mail, interacting with vendors for order management depending on the process (the nature of the transaction would depend on the process) in order to meet SLA targets.

In a voice process - Follows all predefined procedures, adheres to all the laws regarding telesales applicable in that specific location in order to meet SLA target and to ensure that the performance parameters are met and exceeded in order to meet SLA targets.
 
Process Compliance:

In a voice process - effectively executes calls of the client’s customers, resolves query/issue as per deliverables outlined, maintains voice quality as per standard agreed, handles repetitive calls and strives for target maximization in order to meet quality standards.

In a data process - Executes client transactions i.e. attends to the transactions, verifies basic information, and closes customer query /issue as per defined SOP/ parameters prescribed; Ensures appropriate documentation of the upshot from the last transaction on the clients’ account as per the prescribed format. In order to meet quality standards.
 
Customer Interaction:
Resolves individual cases that need re-work to ensure high C-Sat / NPS score from the end user
 
Knowledge Management:
Shares experiences in order to facilitate capture of tacit knowledge
 
Process Re-engineering:
Delivers on the new process / approach to meet client / internal goals
 
Others:
Serve as backup support to others on the team


Successful candidates will have:

• Both English & French fluency is essential
• Attentiveness to detail
• Enjoy a varied workload, as this team will support a number of teams within its line of business outside of the hosting team
• Effective communication skills
• Enjoy working in a flexible working environment

And the following competencies:

• Client Centricity & Business Metric Management
• IBPO Business Operations & processes
• Knowledge of Operations Management
• Quality, Knowledge & Continuous Improvement Management
• SLAs & Performance Management
• Learning and Innovation
• Customer Orientation
• Driving Organizational Results
• High Impact Communication
• Analytical Ability

Who we are:

Infosys BPM, the business process management subsidiary of Infosys (NYSE: INFY), 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.

Infosys BPM has 32 delivery centers in 14 countries spread across 6 continents, with 36,926 employees from 80+ nationalities, as of September 2018.

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.