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

Qualification

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

India Operations team works on Debt Management / Collections, Account Receivables, Governance & IS Enablement, Warehouse & Logistics and Revenue Assurance.

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

Role Purpose

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.

Support process by managing transactions as per required quality standards
1. Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner
2. Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue
3. Update own availability in the RAVE system to ensure productivity of the process
4. Record, track, and document all queries received, problem- solving steps taken and total successful and unsuccessful resolutions
5. Follow standard processes and procedures to resolve all client queries
6. Resolve client queries as per the SLA’s defined in the contract
7. Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients
8. Identify and learn appropriate product details to facilitate better client interaction and troubleshooting
9. Document and analyze call logs to spot most occurring trends to prevent future problems
10. Maintain and update self-help documents for customers to speed up resolution time
11. Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution
12. Ensure all product information and disclosures are given to clients before and after the call/email requests
13. Avoids legal challenges by complying with service agreements

Deliver excellent customer service through effective diagnosis and troubleshooting of client queries
1. Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
2. Assist clients with navigating around product menus and facilitate better understanding of product features
3. Troubleshoot all client queries in a user-friendly, courteous and professional manner
4. Maintain logs and records of all customer queries as per the standard procedures and guidelines
5. Accurately process and record all incoming call and email using the designated tracking software
6. Offer alternative solutions to clients (where appropriate) with the objective of retaining customers’ and clients’ business
7. Organize ideas and effectively communicate oral messages appropriate to listeners and situations
8. 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
1. Undertake product trainings to stay current with product features, changes and updates
2. Enroll in product specific and any other trainings per client requirements/recommendations
3. Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client
4. 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