Infosys BPM is Hiring! Senior Consultant - Solution Design (Customer Service) - 6+ yrs exp

Company Description

Infosys BPM Ltd., a subsidiary of Infosys Ltd., focuses on integrated end-to-end outsourcing and delivers transformational benefits through reduced costs, ongoing productivity improvements, and process re-engineering. Established in April 2002, Infosys BPM operates in various countries including India, Poland, the United States, China, and more. The company has been consistently ranked among the leading BPM companies, receiving over 60 awards and recognitions in the last five years. Infosys BPM is known for its robust people practices and has been ranked among the top employers of choice.

Role Description:

Title: Senior Consultant - Solution Design - Customer Service Domain.

Experience: 6+ Years | MBA Mandatory

Location: Bangalore

• Industry Exposure: Insurance, Life sciences, Healthcare, Travel, Logistics and Retail
• Domain Experience: Customer Service, Service Desk (L1 + L2) and Product Support (L1 + L2)

Skill expectations

1. Advanced Understanding of shrinkages and effort estimation
2. Targeted Operating Model and its applications
3. Commercial Pricing Models
4. Customer Service, Product Support and Service Desk (L1, L2 etc) scopes supported across CEIU
5. PPT designing and presentation skills
6. Advanced Excel
7. Excellent Communication and stake holder management

Role Expectations for Independent Contributor

1. Create intelligent Questionnaire from the available details
2. Volume analysis from ITSM Platform, ACD Reports, CRM Platform etc.
3. Identification of Used Cases for Transformation opportunities
4. Effort Estimation modeling
5. Creating Banding structure as per TOM and scope of activities
6. Align Operations and Transformation productivity in the banding based on respective approvals
7. Update Solution assumptions
8. Review banding with respective delivery spocs and take signoffs
9. Provide TIG inputs based on solution
10. Write up solution response in PPT / Word / Excel
11. Defend solution with all key stakeholders
12. Present Solutions in client Orals
13. Conduct Due Diligence with clients on expected outsourcing initiatives