Jobs at Wipro Ltd.

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.

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 Teamleader 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 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 callbacks 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 training 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 andsystems - 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 toothers as well.

Master

• Coaches others and builds organizational capability in the competency area. Serves as a key resource for that competency and is recognizedwithin the entire organization.

Behavioral Competencies

• Collaborative working
• Problem-solving and decision making
• Attention to Detail
• Execution Excellence
• Client (Internal) Centricity
• Effective Communication

go to method of application »

The Account Executive for BFSI (Banking, Financial Services and Insurance) is focused on executing our go-to-market strategy on a daily basis, leading relationships with clients and key other role players in the ecosystem(s) to ensure we introduce and avail all relevant Wipro offerings to unlock collective growth.

Key Responsibilities

• Demonstrate a bias and commitment for value creation, delivering outcomes that generate growth for key clients and Wipro.
• Operate as a client advocate, interested and even passionate about the markets and clients we work with.
• Proactively engage to initiate relationships or expand and deepen pre-existing relations. Engage client stakeholders evidencing empathy, seeking to develop trust-based relations and acting as an advisor to C-Suite and managing relationships across all levels of the client organisation.
• Provide sector, market and/or solution thought leadership and must be at ease doing so by tailoring messages and approach to varied audiences (internal and external).
• Be a conscious thinker thus expending time and energy aligned to achieving a purpose, and able to contribute toward and enrich plans and solutions by recognising and addressing challenges and/or opportunities.
• Drive the execution of sales and revenue growth with intensity and focus, adjusting to new and/or changing ecosystem and client conditions, and leveraging technology.
• Understand, lead and oversee all operational matters related to business development and delivery for their clients.
• Prioritise key success factors, and work alongside all contributors (internal and external) to assure successful delivery, and the realisation of intended objectives.
• Work closely with and afford leadership for all Wipro contributors for client engagements.
• Embed a culture of client focus, collaboration, and transparency to reinforce a performance-driven work environment with a high level of accountability.

Requirements

Experience –

• 10+ years consulting/IT strategy & services/outsourcing experience including minimum of 5+ years related to leading a client account.

Qualifications –

• Undergraduate degree in Finance, Economics, Strategy, Business, Technology, or similar is essential. Postgraduate degree or MBA preferable.

Functional Skills –

• Sector Knowledge: Extensive understanding of client market and industry in relation to role players, positioning (brand, products/services, etc.), competitor considerations, strategic objectives and interests.
• Relationship Management: Demonstrated record of forging meaningful relationships and networks within client organisations, tracking and communicating status for defined targets and goals. In addition, ability to secure commitment to digitally led, transformational initiatives preferable.
• Business Development: Experience selling and delivering discreet strategic, as well as large scale transformational engagements.
• Market Exposure: Must have worked across Africa markets. South Africa is essential, and others preferable i.e., Egypt, Kenya, Mauritius, Nigeria, Zambia.
• Solutions: Demonstrated leadership in innovating, including experience in informing or developing next-generation offerings and/or driving modernisation.

Leadership:

• Excellent verbal and written communication, and ability to present messages in a simple and compelling manner.
• Experience in client account P&L ownership, and proven to drive revenue growth via market coverage, relationship management, sales excellence, and account development.
• Confident, objective and fair in preparing for and handling interactions to negotiate and achieve targets.
• The foresight to understand and implement critical success factors to assure the goals of any initiative is met.
• An ability to foster a teaming environment, aiding others to understand and aligning contributions to achieve goals.
• Experience operating in a multicultural and matrixed environment.

Behavioural Attributes –

• Must role model high personal standards of ethics and integrity towards employees, and all (internal and external)
• Results orientated, self-motivated, owning their role/contribution and holding themselves accountable.
• Should possess a drive to realise excellence in all they do, notably for clients.
• High in emotional intelligence with strong influencing and persuasion skills.
• Must interact professionally at all levels, both internal and external to the company.
• Experience operating in a multicultural and matrixed environment, in Consulting or other Professional Services with exposure to global teams is preferable

Language(s) –

• Must be fully conversant in English (speech, reading and writing). Arabic, French and/or Portuguese are considered highly advantageous.