Job Description

Job Title: Analyst/ Sr. Analyst – Accounts Payable
Business Unit: WCM
US Shift

                                              Location: Gurgaon, India

Wipro is seeking an Analyst/Sr. Analyst for the Portfolio Operations - Gurgaon Location.

Key Responsibilities:

•    Upload spend files to spend cube, and correct file errors when they arise
•    Review uploaded spend cube data to identify issues or inconsistencies
•    Maintain list of portfolio company spend cube contacts, and record their submittals
•    Review supplier entity pairs for entity resolution; use logic and attribute details to accept, reject, or modify pairs
•    Extract, clean and format data for deal team due diligence requests
•    Prepare PAR’s (Procurement Automated Roadmap) and create Opportunity Summaries (which defines the spend done by a Portfolio Co. on different expense heads)
•    Audit Salesforce data to identify errors or inconsistencies
Routine constituents:
•    Work with the on-shore team directly
•    Updates on daily tasks with no misses on turnaround time
•    Ad hoc research required in certain instances (i.e. researching suppliers to assist with entity resolution pairing, categorization mappings, and due diligence reports, etc.)

Desired Candidate Profile:

•    Postgraduate with 2-7 years of experience in an account payable role within a multinational company
•    Accounting degree
•    Experience in Salesforce is a plus
•    Experience with SQL is a plus
•    Proficient in Microsoft Excel
•    Detail-oriented
•    Strong written and oral communication skills
•    US Shift – 6 PM to 3.30 AM (IST)

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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

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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