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Title:  Lead Analyst

Requisition ID:  36646
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.

Job Description

  • Leading and motivating a team of professionals within the COE, assigning tasks, and monitoring performance against set goals.
  • Fostering a positive team culture, encouraging collaboration, and addressing team conflicts.
  • Conducting regular performance reviews, providing feedback, and identifying development needs for team members.
  • Managing project timelines, resource allocation, and workload distribution within the team.
  • Acting as the primary point of contact for clients, understanding their needs, and ensuring their satisfaction with the COE services.
  • Identifying opportunities for process optimization within the COE, implementing new tools and methodologies to enhance efficiency. 
  • Promoting knowledge sharing within the team, capturing best practices, and ensuring continuous learning and development.
  • Track macro-economic indicators and draw insights out of it.
  • Collaborate with various functions including Acquisitions, Asset Management, Capital Markets, Institutional Client Solutions, Portfolio Management, Legal, Tax and Finance

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  • Leading and motivating a team of professionals within the COE, assigning tasks, and monitoring performance against set goals.
  • Fostering a positive team culture, encouraging collaboration, and addressing team conflicts.
  • Conducting regular performance reviews, providing feedback, and identifying development needs for team members.
  • Managing project timelines, resource allocation, and workload distribution within the team.
  • Acting as the primary point of contact for clients, understanding their needs, and ensuring their satisfaction with the COE services.
  • Identifying opportunities for process optimization within the COE, implementing new tools and methodologies to enhance efficiency. 
  • Promoting knowledge sharing within the team, capturing best practices, and ensuring continuous learning and development.
  • Track macro-economic indicators and draw insights out of it.
  • Collaborate with various functions including Acquisitions, Asset Management, Capital Markets, Institutional Client Solutions, Portfolio Management, Legal, Tax and Finance

͏

  • 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.

If you encounter any suspicious mail, advertisements, or persons who offer jobs at Wipro, please email us at helpdesk.recruitment@wipro.com. Do not email your resume to this ID as it is not monitored for resumes and career applications.

Any complaints or concerns regarding unethical/unfair hiring practices should be directed to our Ombuds Group at ombuds.person@wipro.com.

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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