Team Lead

Team Lead Location: Franklin, WI. Hybrid work model. In the role of Team Lead, you will be responsible for preparing the service quality plan, managing the team, ensuring process compliance, resolving escalations, and maintaining knowledge management compliance to sustain delivery predictability and meet client and internal commitments on a continuous basis for the specific processes under purview within the guidelines, policies, and norms of Infosys. Primary responsibilities include: SLA process compliance, resource planning, and business process improvement. Knowledge of operation management. Driving daily, weekly, and monthly governance calls with the client. Preparing/reviewing the process definition and documentation for the specific process to enable the manager to finalize the TO BE process. Coordinating and conducting training for the team to ensure proper skilling. Monitoring and ensuring process compliance, and periodically updating SOP changes as part of the quality plan. Resolving escalations from process owners to maintain strong customer relationships. Providing feedback on error transactions and conducting RCA with the help of the quality SPOC. Being a self-starter with a proactive approach to process improvement, risk identification, and client engagement. Handling multiple tasks and ensuring on-time delivery. Understanding contractual requirements for the process and delivering accordingly. Sound decision‑making. Qualifications – Basic High School Diploma or GED equivalent. At least 4 years of experience related to the job description. Equal Opportunity Employer 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. #J-18808-Ljbffr