Infosys Ireland Dublin Delivery Center
Infosys BPM Ireland is the subsidiary of Infosys BPM Limited. The Dublin Delivery Center was established when
Infosys BPM took over the order management and customer care department of a major multinational in Dublin,
Ireland in October in 2014.
As part of the engagement, Infosys took over the business solutions business supporting seven languages. Our
Irish operations primarily focus on customer care, contracts, and order management. In the last few years,
we have expanded our portfolio of services by including payment operations, incentives, and other activities
to assist our clients.
In January 2016, we partnered with a large media client to assist them with their finance analytical needs. And
more recently we have added a multinational technology company that specializes in Internet-related services
and products to our client list in Dublin.
A potpourri of different cultures that fosters excellence
A Multicultural Team
Infosys BPM Dublin employs professionals from as many as 34 different nationalities and 18 different languages.
We take pride in our diverse workforce. The multicultural background of our team enables us to offer services
tailored to the cultural needs of our clients. It also renders the benefit of different communication styles,
leadership, and approach to solving problems – diversity in the workplace is one of our most significant
An Open Approach
At Infosys, we believe in keeping our communication channels open so you may approach your leader and contribute
your opinion across the company hierarchy. To this end, we employ a number of solutions such as regular “open
hours” meetings with employees, topical lunches, meetings with leaders, and regular discussion panels.
Meet Our People
Infosys BPM Dublin
How was the interview process at Infosys for you?
I had interviewed for the position of process executive four years ago. I have great memories of the day, my interviewers were very professional and made me feel very comfortable thereby allowing me to perform well in the interview. When I left, I strongly hoped to be selected for the role because of the favourable experience I had.
What a day in life at Infosys looks like?
A typical working day is never dull. You will always have newer challenges to look forward to. The multicultural environment gives you a chance to learn consistently, both personally and professionally. Team spirit is a key ingredient at the workplace: this quality has allowed us to achieve significant results for our clients and made us well aware of our capabilities.
What challenges do you face at work? What are some of the achievements you could mention here?
Being part of the order management environment means you have to deal with the most stringent Service Level Agreements (SLA's). As a team, we are expected to provide world-class service in the shortest possible time. Delivering on this promise has not always been easy, but we are committed to this goal. We have been able to present green scorecards to our client, on a consistent basis which wouldn't have been possible without teamwork.
What trainings did you undergo at Infosys and how has your career developed?
My tenure at the organization has allowed me to learn and grow from diverse points of views. Besides the process-related trainings, I also had the opportunity to develop my soft skills. Later in my career, this allowed me to apply for a training position which wouldn't have been possible otherwise.
Infosys BPM Dublin
My initial interview for the role of Process Executive was the very first interview of my professional career. I was curious how everything was going to go - especially as it was an online interview, since I was yet to relocate to Dublin. From the first moment of the interview (despite technical difficulties), I felt like I was in good hands with the interviewers and relaxed. From the interview until my first day in Infosys the process was very smooth and everything was settled in just over a week.
When I interviewed for the role of Quality Lead, it was my first face-to-face interview in my professional career. Even though it was a stressful situation, I felt supported and encouraged by my interviewers.
What does typical work day look like?
As soon as you arrive at the office, you can feel the team spirit – especially in stressful times. Even when there are disagreements – which are part of any good work environment – they are brought up and settled professionally and respectfully.. Through stressful situations and for any kind of problem, there is someone happy to help with their experience.
What challenges do you face at work? What are some of your achievements?
Despite the open environment that Infosys provides, it sometimes feels like there are challenges with good communication. Being a large organisation, this obviously is the key to success and it takes everyone’s contribution. The whole management team does an excellent job of encouraging people to openness, thus representing one of the key values of Infosys’ C-LIFE - Leadership by Example.
I have been presented with many opportunities for personal and professional growth. Besides the process-related training for the role as Process Executive and trainings for best practices of a Quality Auditor, I have been trained on soft skills essential to the work environment. And Infosys offers so many more courses that I would like to take!
Diogo de Freitas Guedes
Operations Assistant Manager
Infosys BPM Dublin
I had interviewed for the position of Team Lead. I knew that were three more candidates from other recruitment agencies, but despite of being less experienced than the other candidates I performed well, and I got the Job. The interview process was unique, and the interviewers made me feel very comfortable thereby allowing me to apply my charisma, share all my knowledge, skills, achievements and expertise. When I left the room, I immediately contacted the recruiter to share the amazing experience I had on the entire recruitment process.
What is a typical day at work like?
A typical working day at Infosys is very dynamic. I truly believe that communication is the key to your success, apart from the daily routine, tasks and targets we act as leader, we make sure to talk to the team to find individual strengths of each team member always trying to help them to discover their potential. Through monthly 1-2-1`s the leaders use more effective approaches to coach, develop and grow talents within their team, not only focusing on personal but also on professional growth, which makes the employees extremely happy thereby allowing them to achieve significant results for our clients.
My biggest challenge as a manager is dealing with the unexpected. I am extremely organized and I always make sure to plan things in advance to avoid surprises, however, no matter how much planning you do, sometimes things will go wrong.
An employee will get sick at a critical time, a weather disaster will hit our facility and disrupt our plans, systems and tool could be out of control etc. Unexpected changes are always part of my managerial life; however, I have improved my ability to adjust plans quickly in response to changing conditions. No matter what, when a crisis hits, I am now able to handle it calmly without being overwhelmed by stress and, as a result of my efforts, my team is delivering great results in terms of quality and productivity, our clients are extremely happy and we had zero attrition in the last 1 year.
Three of my greatest achievements are:
Promoted from Team leader to Assistant Operation Manager within 1 year at "Infosys".
In September 2017, I received the “CEO’s High Performer Award” for 2016/2017, this award recognizes and rewards employees who have made a significant contribution towards revenue growth, profitability, operational excellence and client orientation.
In June 2018, I was featured in a book called “Young Successful Stories” the book is an initiative to portrait the success of the professional community in the Republic of Ireland. I was blessed to have all the support from the inspirational leadership team in Dublin. I thank them not only for their guidance but also for being part of this journey.
From my first day at Infosys, I have had lots of opportunities to develop several methodologies that brought my soft and social skills to a more advanced level. The most recent training I attended titled “Global leadership” inspired me to become an even more successful leader, improve my communication skills, make better decisions, manage conflicts and build a successful team.
My career at Infosys is developing very fast, I started as a “Team Lead” supporting one of the leading technology clients and within one year I was promoted to Assistant Operation Manager.
A year later I had the chance to change the domain, now I am working for another Financial client, which has allowed me to expand my competences. Through this opportunity, I am now using a more dynamic approach to inspire and grow individuals within my team.