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Title:  Analyst

Requisition ID:  40053
City:  Gurugram
Country/Region:  IN
Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.

Trade Support

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.
 

Trade Support

Trade Support 
Trade Support Team is responsible for Bookings, Confirmation & Settlement of Bonds and Term Loans Products. Team is responsible for multiple activities for Middle office and Back-office operations. 
Team support settlement Activities for DTC, FED, Euroclear, CEDEL Market, ClearPar for Term Loan. 

Trade Support closely work with Data Governance and Asset Servicing Team.

Also Responsible Post settlements activities such as Failed Trades and Claims Management, Also ensuring Timely matching of unconfirmed Trades from Previous business day.

Job Description*
This role is primarily responsible for managing end to end trade Support activities e.g. Trade Bookings/Confirmation/Settlements activities for DTC/ Euroclear/Fed and CEDEL Market. 
Ensuring all Trades are booked on time in Order Management System, Confirming all Trades with CPTY 
On T+0, on VD+2 ensure all trades are pre-matched and settled on good value date. 

Resolving daily issues and challenges come across in Trade Support Process. 

Also, Responsible for working on Term Loan Settlement process using various tools e.g., ClearPar, Geneva. 

Mandatory skills*-
o    Understanding of Investment Banking and financial products e.g. Bonds, equity, Term Loan etc.
o    Sound understanding of Fixed Income Products, Equities. MM and Derivatives Products. FX, OTC trade processing background with risks and controls surrounding this function.
o    Good understanding of trade life cycle.
o    Excellent verbal and written communication skills and effective interpersonal skills.
o    Ability to work under pressure with excellent attention to detail,
o    Ability to multitask, prioritize
o    liaison with Stakeholders, Counterparties, Custodian, Front Office and trading desk,
o    Experience / working knowledge of Trade support Activities for Fixed income market. 
o    Escalation of critical risks & non-compliance with policies, standards, and limits

Work Timings*
o    EMEA/US – Should be flexible
o    Process Timings: 12:30 PM to 4:30 AM
o    Note : - Candidate should be flexible to work in Night shift, Night shift is core requirement. 

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  • 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

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  • 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

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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
Reinvent your world.¿We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.

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We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law.

Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity.

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