Greetings from Infosys BPM Ltd.,

Walkin Drive for Retail Banking - Consumer Lending. Please walk-in for the interview on 25th April 2026 in Hyderabad.

Note: Please carry copy of this email to the venue and make sure you register your application before attending the walk-in. Please use below link to apply and register your application.

Please mention Candidate ID on top of the Resume ***

Process Specialist - 4Yr to 10Yrs experience:

https://career.infosys.com/jobdescjobReferenceCode=PROGEN-EXTERNAL-243487

Interview details:

Interview Date:25th April 2026

Interview Time:9.30 AM to 12:30 PM IST

Interview Venue:

B2, Ground Floor, Infosys Limited, Opp ISB,

Gachibowli, Hyderabad 502032

Please find below Job Description for your reference:

Job Location: Hyderabad (5 Days Work from Office)

Qualification: Any Graduates - Full time Graduates

Experience:4 - 10 Years

Notice Period: 15 days

Shift Timings: Night shifts

Job Level: 4B

Designation: Team Lead

Credit Card Operations:

Experience Required:

Credit Card Operations Lead with 6-7 years of experience managing end-to-end credit card operations, encompassing both monetary and nonmonetary processes. Demonstrates strong leadership in overseeing daily production, ensuring consistent SLA adherence, and driving process excellence across multiple workflows. Proven ability to lead and supervise teams, manage high priority escalations, and ensure compliance with banking policies, regulatory guidelines, and internal control frameworks. Experienced in stakeholder coordination, risk and exception management, performance monitoring, and implementing operational improvements to deliver stable, accurate, and high quality service outcomes.

Role Summary:

To lead and manage the Credit Card Operations team. This role ensures operational excellence, regulatory compliance, and customer satisfaction while driving resource optimization and talent development within the team.

Key Responsibilities

Manage and oversee credit card operations, including card lifecycle activities, transaction processing, billing, disputes, and service requests across credit card platforms, ensuring all actions align with bank policies, customer approvals, and audit requirements.
Ensure SLAs are met for all credit card operational requests, customer service activities, and transaction processing timelines.

Audits & Compliance

Prepare team level and process level documentation required for self assessments and compliance reviews.
Ensure delivery predictability and adherence to internal policies, regulatory guidelines, and external audit requirements related to credit card operations.

Customer Satisfaction (CSAT)

Implement improvement plans to enhance customer experience and satisfaction across credit card operational processes.
Resolve escalations from process owners, business stakeholders, and customer service teams to maintain strong customer relationships.

Governance & Process Compliance

Participate in governance activities and adhere to credit card operational governance models and control frameworks.
Monitor process compliance and update SOPs as part of the quality and governance plan.

Operations Management

Identify training needs and ensure implementation to support technical, operational, and behavioral competency development.
Plan and deploy resources (people, infrastructure, and technology) to meet operational demand, budget, and pricing assumptions.
Conduct daily huddles and weekly SLA reviews to ensure delivery predictability and operational stability.

Talent Management

Drive career development, performance management, and succession planning for direct reports.
Ensure sustainable employee engagement, motivation, and skill development within the team.

Transition Coordination

Coordinate process training and certification for team members during transitions, migrations, or new process implementations.
Participate in process definition and documentation activities during transitions.

Required Skills & Qualifications

Experience:

Minimum 4 years of experience in Credit Card Operations within banking or financial services, including card lifecycle management, transactions, billing, disputes, and operational governance.

Skills:

Strong knowledge of credit card operations, banking regulations, compliance, and governance frameworks.
Excellent leadership, people management, and resource planning skills.
Proven ability to manage audits, quality assurance, and SLA compliance.
Strong communication, stakeholder management, and customer relationship skills.

Default Quality Control Call Monitoring & Process Reviews:

Key Responsibilities:

Operations & Delivery Management:

Lead and manage day-to-day operations of the Default QC team
Ensure achievement of SLA, productivity, quality, and compliance targets
Drive effective backlog management, volume stabilization, and resource planning
Monitor and improve quality KPIs, evaluator accuracy, and calibration effectiveness
Own operational dashboards, MIS reporting, and management review presentations
Proactively manage quality escalations, dispute resolutions, and audit observations
Ensure audit readiness and timely closure of corrective and preventive actions (CAPA)
Drive operational efficiency, standardization, and process optimization initiatives

Risk, Quality & Compliance

Ensure adherence to US banking regulations, regulatory guidelines, and client mandated controls
Review quality trends, audit findings, defect leakage, and compliance metrics
Identify systemic risks and drive corrective and preventive actions across teams
Act as a quality governance point of contact for internal and client audits

People Management & Capability Building

Lead, coach, and develop JL2A and JL3A team members
Own performance management, goal setting, calibration accuracy, and feedback cycles
Drive attrition control, morale building, and succession planning
Support hiring, onboarding, training, and ramp up of new resources
Build a high performing quality culture focused on ownership, accountability, and continuous improvement

Client, Governance & Systems

Participate in client calls, governance forums, and quality reviews
Ensure accurate and transparent operational tracking and reporting
Actively support stabilization, new transitions, scope expansions, and change management
Partner with client and internal stakeholders to drive service quality and delivery maturity

Competencies & Skills

Strong people leadership and coaching capability
Deep understanding of contact center quality frameworks and US Default Servicing
Strong analytical and data driven performance management mindset
Ability to influence cross functional stakeholders and manage escalations effectively
Excellent communication, presentation, and stakeholder management skills

Experience Requirements

4 to 10 years of experience in US Call Monitoring, Quality Assurance, Contact Center Operations, or Default Servicing
Minimum 2+ years of experience in a Team Lead / Assistant Manager / People Manager role
Experience in client facing, audit driven, or regulatory environments preferred

Home Equity Line of Credit (HELOC) & Account Support Services:

Key Responsibilities:

Operations & Delivery Management:

Manage daily delivery for:
Home Equity Line of Credit (HELOC) end-to-end processing
Title Review, Appraisal Review
Flood and Hazard Insurance Review
HELOC Closing Package preparation
Disbursement operations
Account Support Services small Business Ops
Ensure SLA, productivity, quality, and compliance targets are met.
Drive backlog management, volume stabilization, and process efficiency.

Risk, Quality & Compliance

Ensure adherence to US banking regulations and client specified controls.
Review quality trends, audit observations, and defect analysis.
Drive corrective and preventive actions.

People Management

Lead, coach, and develop JL2A and JL3A team members.
Own performance management, attrition control, and capability building.
Support hiring, training, and ramp up activities.

Client, Governance & Systems

Participate in client calls and governance forums.
Ensure accurate operational tracking and reporting
Support GCC stabilization, new Transitions and continuous improvement initiatives.

Experience Required

4 to 10 years of experience in US HELOC / Mortgage / Secured Lending Operations.
Minimum 2+ years in a Team Lead / Assistant Manager role.
Strong exposure to HELOC processing and closing end-to-end delivery.

Documents to Carry:

Carry a printout your updated resume.
Carry any 2 photo Identity proof (PAN Card/Driving License/Voters ID card/Passport).
All original education documents needs to be available for verification(10th, 12th, Graduation(Sem Wise Marksheet, CMM. Provisional and Original Degree)

Pointers to note:

Please do not carry laptops/cameras to the venue as these will not be allowed due to security restrictions.
Original Government ID card is must for Security Clearance

Thanks & Regards,

Infosys Recruitment Team.

Walk-In Drive For Retail Banking - Consumer Lending on 25th April, HYD

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