Process Lead

Infosys · IT Services & Consulting

Lead and manage 24/7 operations across Asset Protection and Facilities Maintenance functions

Ensure consistent delivery against defined SLAs, KPIs, and operational targets across all service lines

Oversee daily operations, workflow allocation, queue management, and escalation handling across teams

Drive governance cadence including performance reviews, reporting, and stakeholder updates

Monitor operational metrics (volume, turnaround time, accuracy, cost savings, quality) and drive corrective actions

Lead incident and crisis management ensuring timely escalation, resolution, and communication

Ensure adherence to SOPs, compliance standards, data security, and audit requirements across functions

Drive continuous improvement initiatives leveraging data insights, automation, and process optimization

Standardize processes, ensure documentation updates, and improve operational efficiency

Oversee capacity planning, resource allocation, and demand forecasting across functions

Ensure quality assurance frameworks are implemented and adhered to across all teams

Collaborate cross-functionally to resolve dependencies and improve end-to-end process outcomes

Provide periodic management reports with actionable insights and recommendations

Drive knowledge management, training plans, and capability development across teams

People Management Responsibilities:

Lead, mentor, and develop a team of analysts across multiple service lines (Asset Protection, Facilities)

Manage team performance through goal setting, reviews, coaching, and feedback mechanisms

Ensure adequate staffing, shift coverage, and succession planning

Drive employee engagement, retention, and high-performance culture

Identify skill gaps and implement training and upskilling initiatives

Handle escalations, conflict resolution, and team governance

Experience:

4-6 years of experience in retail operations / fraud management / security operations / facilities management

Minimum 3–5 years of experience in team leadership/ operations management role

Experience managing multi-function teams and 24/7 operations

Exposure to retail, e-commerce, or asset protection environments preferred

Demonstrated experience in owning and running projects independently

Knowledge of retail/ fraud prevention/ loss prevention and detection

Skills:

Strong people management and leadership skills (team handling, coaching, performance management)

Operations management and service delivery governance

Analytical mindset with ability to drive insights from data

Stakeholder management and executive communication

Incident management and problem-solving skills

Process improvement and automation orientation

Ability to manage multiple workstreams and priorities

Strong reporting and presentation skills

Awareness of client-controlled processes such as vendor governance, legal workflows, and strategic decision-making frameworks

Educational requirements

Graduate

Experience: 4-6 years