Process Specialist

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
  
  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, 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
  
  About Infosys BPM Ltd: Infosys BPM, the business process management subsidiary of Infosys, 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.