Candace Spencer Loya
Senior Domain Lead @Infosys BPM
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WORK HISTORY
Senior Domain Lead @Infosys BPM
Strategic Operations Leadership: Direct domain operations, aligning business objectives with client demands to maximize account penetration and revenue growth.• Client Relationship & Satisfaction Management: Cultivate and sustain strong client partnerships, drive CSAT improvement, and proactively address client concerns.• Business & Financial Acumen: Oversee budgeting, billing, contract negotiations (MSAs, SLAs), and financial analysis to ensure profitability and compliance.• Risk & Quality Governance: Establish and enforce risk mitigation frameworks, uphold “First Time Right” quality standards, and benchmark best practices.• Team Development & Talent Management: Recruit, mentor, and retain domain managers and specialists; foster career growth, skill enhancement, and attrition control.• Process Improvement & Innovation: Lead implementation of domain-specific solutions and industry best practices to boost productivity and operational efficiency.• Program & Transition Management: Guide seamless transitions and program execution to meet schedule, budget, and quality targets.• Performance Tracking & Accountability: Monitor key performance indicators including SLA compliance, customer complaints, certification targets, and innovation outcomes.• Customer-Centric Solutions: Leverage deep domain expertise to develop and deliver tailored solutions addressing client-specific needs.• Cross-Functional Collaboration: Partner with delivery leads, sales teams, and operations support to optimize service delivery and sales enablement.• Strategic Roadmap Development: Shape domain vision and roadmap, adapting proactively to technology trends, industry changes, and competitive landscapes.
EDUCATION
California State University-San Bernardino
BACHELORS OF ARTS, ENGLISH-CREATIVE WRITING; media writing and business management
San Bernardino Valley College
Transfer, Liberal Arts and Sciences/Liberal Studies
CSUSB Extension
OMPC - Search Marketing Professional, Search Marketing
SKILLS
ABOUT CANDACE SPENCER LOYA
As a Senior Domain Lead at Infosys BPM for over six years, I specialize in content management, strategic operations, and risk governance. My role focuses on aligning domain operations with business goals, fostering client relationships, and ensuring compliance with financial and quality standards. I contribute to driving client satisfaction, overseeing contracts, and implementing risk mitigation frameworks that promote operational excellence. With extensive experience in content development and enterprise content management, I am committed to delivering solutions that enhance organizational performance. Collaborating with cross-functional teams, I help build resilient processes, improve client experiences, and support talent development initiatives to achieve sustainable growth.
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