Senior Process Lead

Job Responsibilities

• Deliver in accordance with the Supplier Security & Privacy Assurance (SSPA) Program Guide and all associated DTPs/SOPs/KA’s to all requests/tickets that come to the Queue, including Escalation Triage.
• Identify opportunities to schedule calls/meetings with users and/or suppliers where needed to expedite and reduce overall delivery lead time. Involve stakeholders as necessary.
• Conduct quality checks in accordance to the desired levels and provide refreshers to the team where appropriate.
• Maintain expert-level knowledge in all compliance & audit related requirements such as DPR, INA, SaaS & PCI.
• Ensure to exceed or maintain SLA’s/KPI’s set at all times.
• Support the team in bringing in best-in-class recommendations to create or update DTPs/SOPs/KA’s where needed and appropriate.
• Support the team in performing UAT for both external and internal tools and suggest robust tools as applicable.

• Bachelor’s Degree or foreign equivalent from an accredited institution; or three years of progressive experience in the specialty in lieu of each year of education.
• Minimum six years of experience related to the job description.

• Relevant experience that includes program, project, stakeholder, and user management and handling a large number of escalations.
• Experience in customer support and ticket management field is preferred.

• Certified Information Privacy Professional (CIPP) or Certified Information Systems Security Professional (CISSP).

• Strong analytical, logical, reasoning, and problem‑solving skills with customer‑facing experience.
• Ability to work with international teams and support cross‑team collaboration.

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 47 delivery centers in 16 countries spread across 5 continents, with 58,702 employees from 110 nationalities as of December 2024.

The company has been consistently ranked among the leading BPM companies globally and has received over 60 awards and recognitions in the last five years, from key industry bodies and associations such as 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.

Infosys BPM has consistently been ranked among the top employers of choice, based on industry‑leading HR best practices. The company’s senior leaders contribute widely to industry forums as BPM strategists.

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.