Process Specialist

Infosys

2.7

(23)

United Kingdom (Remote)

Why you should apply for a job to Infosys:

  • 4.2/5 in supportive management
  • 57% say women are treated fairly and equally to men
  • Ratings are based on anonymous reviews by Fairygodboss members.
  • Our STEM education and maker movement programs enable you to support a more equitable digital society
  • At Infosys, our D&I charter draws inspiration from our values and is contained in the first tenet of our Code of Conduct and Ethics.
  • At Infosys, we nurture that spirit with technology that can inspire you to not just ask ‘what next’, but actually help you to build it.
  • #118673BR

    Position summary

    rables:** Overall Purpose:
    Working within a shared service centre environment to provide in-depth desk-based support and guidance on various ER cases, including complex matters, across the client business, ensuring cases are handled expediently in a professional, commercial and practical manner and with regard to minimising cost and litigation risk.

    • Proactively manage a wide variety of manager led employee relations cases by phone and email to resolution.
    • Case management of various types of case including but not limited to long-term sickness, disciplinary, grievance, client removal, redundancy, capability.
    • Gather relevant facts for each case to ensure the advice given is the most appropriate in the circumstances.
    • Take necessary steps to resolve cases promptly and drive achievement of critical SLAs.
    • Highlight high risk cases, trends and management capability issues as appropriate, for the relevant sector in the client's business.
    • Support with ER letter drafting including the formation of allegations and outcome letters.
    • Review and advise on case evidence/notes and procedural correspondence.
    • Coach, guide and influence managers to take the best approach to dealing with employee relations issues.
    • Identify opportunities for policy / procedural improvement and report to Team Lead.
    • Draft and agree an effective OH referral form and liaise with OH provider in respect of the referral/appointment, as necessary.
    • Manage and maintain HR systems, recording all ER cases in a case management system.
    • Build and maintain strong working relationships with key client stakeholders.
    • Provide an excellent customer experience to the client, influencing and challenging line managers where appropriate.
    • Liaising effectively with other internal departments and external teams.
    • To support colleagues in the wider team as and when required.
    • To contribute to improvement of team processes/systems/ways of working in accordance with Infosys' continuous improvement ideology

    Essential Criteria:

    • Previous experience of advising and supporting managers with complex ER issues
    • Strong communication and influencing skills with the ability to interact across all levels of management
    • Strong customer focus
    • Strong attention to detail, problem solving ability and ability to deliver results to deadlines
    • Strong understanding of Employment Law
    • Good interpersonal skills
    • Good written communication skills
    • Good IT skills

    Desirable Criteria:

    • Previous experience of working to challenging SLAs/KPIs
    • Previous experience of dealing with volume case work
    • Good knowledge and experience of Irish employment law and practice
    • Experience liaising with IBEC

    10 Role Designation: Key Indicators: Quality Knowledge & Continuous Improvement Management:

    • Thorough grasp of quality procedures and techniques
    • Working knowledge of principles of control measures
    • Basic understanding of specific change management processes

    SLA & Performance Management:

    • Sound understanding of process performance measurement, reporting and tracking requirements
    • Working knowledge of risk mitigation practices to identify and manage the risk and liabilities
    • Able to generate accurate reports and highlight issues

    Client Centricity & Business Metric Management:

    • Broad understanding of complaint handling guidelines and procedures, client business and key metrics
    • Able to enhance effectiveness of own process

    Building Teams: Process Specialist Analytical Ability:

    • Looks at data from multiple sources and integrates data/inputs
    • Able to build cause effect linkages to arrive at key issues
    • Able to assess the pros and cons of all the alternatives to arrive at the optimal solution

    Learning & Innovation:

    • Seeks new thinking in the group actively seeks ideas from the team
    • Drives and supports the team in establishing effective learning goals
    • Creates opportunities for team to pilot new ideas to completion

    High Impact Communication:

    • Able to assess the target audience need, prepares and practices a logical flow
    • Able to articulate own point of view based on assessment of multiple point of views

    Why you should apply for a job to Infosys:

  • 4.2/5 in supportive management
  • 57% say women are treated fairly and equally to men
  • Ratings are based on anonymous reviews by Fairygodboss members.
  • Our STEM education and maker movement programs enable you to support a more equitable digital society
  • At Infosys, our D&I charter draws inspiration from our values and is contained in the first tenet of our Code of Conduct and Ethics.
  • At Infosys, we nurture that spirit with technology that can inspire you to not just ask ‘what next’, but actually help you to build it.