Senior Process Lead
Aguadilla,Puerto Rico-Full Time-Onsite

Job Summary: In the role of Senior Process Lead, 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.

Qualifications
Basic

• High School Diploma or GED Equivalent

• At least 4 years of experience as it pertains to the job description

Preferred

• All work is done in English  

• Time Management Skills  

• Great Communication and Relationships Skills   

• Excellent written and verbal communication skills

• Proficiency in Microsoft Word, Excel and PowerPoint and with business systems

• Analytical Ability & Driving Organizational Results

• Quality and Continuous improvement, Learning and Innovation

• Highly adaptable team player

• Extremely organized, Strong attention to details

• Problem solving abilities

• Able to work overtime as business needs dictate

• Ability to handle multiple priorities in a timely manner

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 stakeholders

• Handle Outbound/Inbound Regular/Escalated Transactions (Case & Call)

• Handle Regular/Escalated Email Correspondence

• Maintain Product Security

• Adhere to Client Requirements, meet KPI’s, meet set goals for Reliability, Efficiency, and Quality

Who We Are
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 38 delivery centers in 13 countries spread across 5 continents, with 60,966 employees from 104 nationalities, as of September, 2025.


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.