Assistant Manager

Infosys is a global leader in next-generation digital services and consulting, dedicated to empowering businesses and communities through innovative technology solutions. With extensive experience in managing complex systems worldwide, we focus on driving digital transformation powered by cloud and AI, fostering an inclusive environment where diverse talent can thrive.

The Assistant Manager – Team Lead is responsible for preparing service quality plans, managing team performance, ensuring process compliance, resolving escalations, and maintaining knowledge management standards. The role supports delivery predictability and ensures both client and internal commitments are consistently met within Infosys guidelines and policies.

This role requires flexibility to work across rotational shifts:

• 06:00 – 14:30
• 14:00 – 22:30
• 22:00 – 06:30

• 6+ years overall experience
• High School Diploma
• Minimum 12 months in a Team Leader role
• Experience in customer management (advantageous)
• Experience participating in internal and client reviews at a senior level
• Experience managing multiple processes or large teams (15+ team size)

• Strong leadership and team management skills
• Excellent organisational and follow-through ability
• High proficiency in MS Office (Excel, Outlook, PowerPoint)
• Strong change management capability
• Analytical thinking and problem-solving skills
• Strong communication and interpersonal skills
• Ability to manage stress and deliver results under pressure
• High attention to detail and numerical ability
• Proven track record in operational excellence (process improvement, risk management, stability)
• Ability to work independently with sound judgement
• Client Centricity & Business Metric Management
• SLA & Performance Management
• Analytical Ability
• Building High-Performing Teams
• Customer Orientation
• Business & Financial Management
• Contractual Management
• Operations & Process Knowledge
• Driving Organisational Results
• High Impact Communication

• Support process definition and documentation
• Participate in transition activities for new or evolving processes
• Ensure team training and certification readiness

• Plan and deploy resources (people, infrastructure, shifts, skillsets)
• Monitor utilisation and ensure alignment to budget and pricing assumptions
• Allocate work and manage shift planning

• Identify training needs across team members
• Drive implementation of training plans across technical, operational, and behavioural areas

• Develop and manage service quality plans
• Define and monitor team KRAs and deliverables
• Conduct daily reviews, dashboards, and huddles
• Lead weekly SLA reviews

• Manage and develop direct reports
• Drive engagement, motivation, and succession planning
• Manage customer interactions and resolve escalations
• Maintain strong client relationships
• Support governance activities (internal and external)

• Ensure adherence to SOPs and process standards
• Maintain process compliance and update documentation as required
• Support audit readiness and compliance activities
• Identify process gaps and drive re-engineering initiatives
• Implement improvement plans to enhance CSAT
• Lead productivity and efficiency improvement projects
• Monitor billing accuracy and reduce losses
• Optimize resource utilisation and control cost leakage

• Ensure adherence to KM systems and documentation standards
• Capture best practices, case studies, and learnings
• Build strong working relationships with peers and stakeholders
• Contribute to a collaborative and high-performing team culture
• 25 days holiday excluding Bank Holiday’s Leave Year runs from April 1 to March 31
• Sick Pay (3 paid Days in a 12-month period)
• Employee discounts – Perk Box
• Access to training platform for PD – Lex
• Pension – employer contribution 3% employee contribution 5% - total 8% of designated banding