Wipro Limited is an Indian multinational technology company that provides information technology, consulting and business process services. It is one of the six leading Indian Big Tech companies.
Associate
Job Description
- High School Grad /Graduate
You bring knowledge & expertise
Required Experience & Skills:
- Fresher
- Low complexity clerical processing
- Basic process knowledge
- Basic technical skills proficiency
- Ability to meet agreed quality standards within tight deadlines.
- Non/very low client engagement
- Ability to follow instructions / scripts / process-flows.
- Excellent understanding of Insurance Industry for experienced colleagues
- Proficient in MS-Office (preferably Excel)
- Project management
- Quality management
- Results driven.
- Foster teamwork
- Giving feedback
Roles & Responsibilities:
Roles and Responsibilities:
- Maintains quality service by enforcing quality standards, analyzing, and resolving client’s problems, and recommending system improvements.
- Defines objectives, identifies, and evaluates trends and options, chooses a course of action, and evaluates outcomes.
- Develops, coordinates, and enforces systems, policies, procedures, and productivity standards.
- Accomplishes staff results by communicating job expectations, planning, monitoring, and appraising job results.
- Adhere compliance and generate control reports.
- Generate statutory reporting per country requirement.
- Audit Management – Active participation in internal/external audits
- Escalation management
- Generating scheduled/ ad-hoc reports
Trainable Skills:
- Neutral Voice and Accent and call management
- UK Saving and Retirement Industry Skills
- Process Knowledge
Languages:
- English (R/W/S) with C1 Language Proficiency Level
Work Condition
- Flexibility to work in 24*5 shift environment (9 AM to 6PM WO – Saturday, Sunday)
- Flexibility to occasionally extend work hours to meet business needs.
- Flexibility to move across client teams.
L&P Policy Acquisition & Servicing
India Operations executive
Job Description
- Debt Management / Collections – Responsible for collection plan vs achievement, reducing balance sheet exposure, reducing gross debts & reducing DSO
- Claims Submissions
- Customer follow ups
- Dispute resolutions
- Reconciliations
- EFT allocations
- Updating RMS
- LD declarations
- Raising CNR
- Governance & IS Enablement
- Tools – RMS, LD, SOX Audits
- MIS, EFTs, DN, Prelegal
- Not Committed Debts
- Support HC Validation and Control
- Seat Optimization and Control
- Vendor Payment
- DLP incident closures
- Demand Notices
- Payment reminder requests
- Account Receivables
- LD
- PDD
- FTDS
- WCT
- C-Form
- GST
- Legal
- Revenue Assurance
- Timely invoicing/Billing to avoid the revenue leakage, on time billing which will enable revenue recognition in same Quarter
- To Estimate quarterly revenue WBS wise with carry forward, Renewals, New Book and Bill
- To prepare Revenue dependency list related to pending Renewal PO, Project signoff, Resources deployment and Pending Billing and follow-up with Sales and PM’s for its closure during the quarter.
- Ensure all the orders are uploaded in RR Portal & ensure all efforts are updated during month and quarter closure.
- Tracking >90 days reversals for T&M and AMC cases
- To track Project based billing and milestone
- Flash weekly report on Revenue, Billing and Unbilled
- Warehouse & Logistics
- Responsible for products operations to fulfil customer orders pan India
- Responsible for end user spares & enterprises spares support for annuity biz – CIS
AWS Cloud Operations
Customer Service Representative
Job Description
The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs.
Do
- Support process by managing transactions as per required quality standards
- Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner
- Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue
- Update own availability in the RAVE system to ensure productivity of the process
- Record, track, and document all queries received, problem- solving steps taken and total successful and unsuccessful resolutions
- Follow standard processes and procedures to resolve all client queries
- Resolve client queries as per the SLA’s defined in the contract
- Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients
- Identify and learn appropriate product details to facilitate better client interaction and troubleshooting
- Document and analyze call logs to spot most occurring trends to prevent future problems
- Maintain and update self-help documents for customers to speed up resolution time
- Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution
- Ensure all product information and disclosures are given to clients before and after the call/email requests
- Avoids legal challenges by complying with service agreements
- Deliver excellent customer service through effective diagnosis and troubleshooting of client queries
- Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
- Assist clients with navigating around product menus and facilitate better understanding of product features
- Troubleshoot all client queries in a user-friendly, courteous and professional manner
- Maintain logs and records of all customer queries as per the standard procedures and guidelines
- Accurately process and record all incoming call and email using the designated tracking software
- Offer alternative solutions to clients (where appropriate) with the objective of retaining customers’ and clients’ business
- Organize ideas and effectively communicate oral messages appropriate to listeners and situations
- Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs
- Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client
- Undertake product trainings to stay current with product features, changes and updates
- Enroll in product specific and any other trainings per client requirements/recommendations
- Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client
- Update job knowledge by participating in self learning opportunities and maintaining personal networks
Stakeholder Interaction
| Stakeholder Type | Stakeholder Identification | Purpose of Interaction |
| Internal | Team Leaders | Performance review |
| HR | Hiring and employee engagement and retention | |
| Training Team | Capability development | |
| Technical Lead | Training, issue escalation/ resolution | |
| External | Client | Query Resolution |
Display
Lists the competencies required to perform this role effectively:
- Functional Competencies/ Skill
- Process Knowledge – Knowledge of assigned process, tools and systems – Foundation to Competent
| Competency Levels | |
| Foundation | Knowledgeable about the competency requirements. Demonstrates (in parts) frequently with minimal support and guidance. |
| Competent | Consistently demonstrates the full range of the competency without guidance. Extends the competency to difficult and unknown situations as well. |
| Expert | Applies the competency in all situations and is serves as a guide to others as well. |
| Master | Coaches others and builds organizational capability in the competency area. Serves as a key resource for that competency and is recognized within the entire organization. |
- Behavioral Competencies
- Collaborative working
- Problem solving and decision making
- Attention to Detail
- Execution Excellence
- Client (Internal) Centricity
- Effective Communication
Deliver
| No. | Performance Parameter | Measure |
| 1. | Process | No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback |
| 2. | Self- Management | Productivity, efficiency, absenteeism, Training Hours, No of technical training completed |
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