Subject Matter Expert

2 months ago

Pune Maharashtra, India Wipro Limited Full time

Pune, India
- Tech Hiring
- 3045925

**Role Purpose**
- The purpose of this role to deliver great customerservice/experience by effectively acknowledging, tracking, andprioritizing all client cases as per the regulatory guidelines, andensuring resolution as per the defined SLAs, by allocating the same tothe relevant support team._

**Do**
- ** Ensure operational excellence through contract andregulatory compliance, effective case acknowledgment, tracking,prioritization, system updation, and reporting**
- _Acknowledge client cases as per the SLA’s defined in thecontract _
- _Access client tool and log all incoming client cases accuratelyon the internal tool as per contract _
- _Accurately document all pertinent case information such as casenumber, case type, etc. of daily cases received _
- _Follow standard processes and procedures to track and prioritizeall client cases_
- _ Accurately update the internal tool with daily cases and forwardthe same to respective agents and QAs_
- _ Access and maintain internal knowledge bases, resources andfrequently asked questions to aid in effective case logging andprioritization _
- _Maintain and timely update internal tool for agents to speed upresponse time_
- _ Identify red flags and escalate serious client issues to Teamleader in cases of non-compliance and untimely resolution_
- _ Ensure all client information, disclosures and regulatorychanges are given to agents and QA’s on a regular basis_
- _ Monitor compliance with service agreements to avoid legalchallenges _
- _Share recorded case logs and status reports with clients andsupervisors on a daily basis_
- **
Deliver excellent customer service through effectiveunderstanding of client tool, accurate case logging and prioritizationas per regulatory guidelines**
- _Serve as the primary point of contact for accessing casespertaining to a specific client using designated client tool_
- _ Develop deep understanding and use of client tool to effectivelyperform day today duties_
- _ Access client tool and acknowledge to the client the receipt ofthe cases as per the SLA’s defined in the contract _
- _Accurately document all pertinent case information such as casenumber, case type, etc. on a daily basis for all cases received_
- _ Prioritize cases on the levels of urgency and complexity as perthe regulatory guidelines defines by the client _
- _Accurately extract case information and create an excel listingcases along with relevant information pertaining to the cases_
- _ Maintain logs and records of all client cases as per thestandard procedures and guidelines_
- _ Collaborate with client and undergo trainings on any newregulatory guidelines for a particular client process and implement thesame on all cases_
- **Ensure allocation and resolution of client cases as per thedefined SLAs by accurately updating internal tools, training sessions onnew regulations and regular reporting**
- _Ensure allocation of cases to agents and QAs by accuratelyrecording all client cases on the designated internal tracking software_
- _ Maintain tracker of all cases received along with the allocationinformation for reporting purposes _
- _Ensure all client cases are resolved as per the definedSLA’s and regulatory guidelines defined by the client_
- _ Maintain and share the resolution status report with supervisorand client on a daily basis_
- _ Share the hourly productivity update report with supervisors andclients on a daily basis_
- _ Undertake client training on specific tool features and/or anyother regulatory changes introduced by client/govt. _
- _Conduct training sessions for agents and QA ensuring theregulatory changes have been effectively communicated to all agents andQAs_
- _ Ensure new regulatory guidelines are implemented all clientprocesses to avoid penalties and non-compliance_
- _ Liaise between the client and internal teams on escalations ofserious issues and unique queries_
- _ Follow up with agents and QAs to record feedback and ensurecompliance to contract SLA’s and regulations_
- _ Interact and engage with the client and internal stakeholders tocommunicate and update progress against a particular case_
- ** Build capability to ensure operational excellence andmaintain superior customer service levels for the existing client**
- _ Undertake trainings to stay current with any new features,changes and updates on client tool _
- _Enroll in product specific and any other trainings per clientrequirements/recommendations_
- _ Conduct training sessions for Agents and QAs on any newregulatory guideline that needs to be applied to any process urgently_
- _ Identifying and document most common problems and recommendappropriate changes to the team leader_
- _ Updates job knowledge by participating in self learningopportunities and maintaining personal networks_

**Stakeholder Interaction**

**Stakeholder Type**

**Stakeholder Identification**

**Purpose of Interaction**

**Internal**

Team Leaders

Process Improvements, Report

  • Subject Matter Expert

    1 day ago

    Pune, India Vaishvik Shodh Pvt Ltd Full time

    **Job Title: - **Primary School Subject Matter Expert (Exp: - 2 + Years) **A.** **B. Roles and Responsibilities**: **1.** **Curriculum Planning**: - Develop and implement comprehensive curriculum plans for Environmental Studies (EVS), Humanities, and English for primary grades (1 to 5). - Align curriculum with educational standards and learning...

  • Subject Matter Expert

    2 weeks ago

    Kalyani Nagar, Pune, Maharashtra, India E42 Full time

    **Who we are**: Having worked with more than 60 enterprises, bringing their business process automation idea to life - we, at E42 are digitally transforming enterprises making them intelligent one AI worker at a time. This means not just huge cost savings but also enhancing user experiences **E42 is a no-code platform** to build AI co-workers...

  • Sme (Subject Matter Expert)

    1 week ago

    Pune, India CSHRS Full time

    salaryFinancethe FREE RECUITMENT We are hiring for Education portal **( Remote Position )** **Subject Matter Expert (Accounting, Fianace,**Computer Science or **Mathematics)** **Qualification - **Education: A Master Maths/ Computer/ Commerce is required; Both experienced professionals and fresh graduates are encouraged to apply. **Experience - **0 - 4...

  • Subject Matter Expert

    2 months ago

    Pune, Maharashtra, India Qualys Full time

    Come work at a place where innovation and teamwork come together to support the most exciting missions in the world! - About Us: At Qualys, we're on the lookout for an exceptional Senior Subject Matter Expert in Container and Cloud Security Engineering. If you're a tech-savvy storyteller with a passion for securing Modern Cloud and Container services, we...

  • Canadian Mortgages- Subject Matter Expert

    2 months ago

    Pune, India Synergy plus business consultancy Full time

    Canadian Mortgage - Subject Matter Expert (SME) **Position: Canadian Mortgage Subject Matter Expert (SME)** **Role: Subject Matter Expert (SME)** **Key Qualifications**: - Minimum 5+ years of experience in BFSI/BPO/Canadian Mortgage Industry (for SME) / 7+ years (for SME)** **- Minimum 18+ months of Canadian mortgage Underwriter / Post Closing experience...

  • Subject Matter Expert

    4 days ago

    Pune, Maharashtra, India IFAS EDUTECH PVT LTD Full time

    **Job Description | IFAS Publications | Subject Matter Expert (Hindi) - UGC NET** We have 4 branches in India**-Kolkata, Pune (Someshwarwadi & Hinjewadi), Jodhpur, and Hyderabad.** Join the **IFAS Publications **family and unlock your full potential! **Subjects: Hindi** **Education Qualification**: - Respective Master's Degree. - Qualified UGC...

  • Subject Matter Expert

    4 days ago

    Pune, India Lancesoft Full time

    **Subject Matter Expert**: **Infosys JD** **Role Information** Subject Matter Expert **Role Designation** SME **Position Summary** Provide advance level technical support, service restoration, fulfillment of service request and advice to users ensuring maximum availability, performance and utilization of knowledge and information systems. Provide...

  • Subject Matter Expert

    4 weeks ago

    Pashan, Pune, Maharashtra, India IFAS EDUTECH PVT LTD Full time

    **Job Description | IFAS Publications | Subject Matter Expert (English) - UGC NET** **ABOUT COMPANY**: **IFAS Publications **is India's No. 1 publisher for reference books in graduate and postgraduate college exams, as well as competitive examinations like **CSIR NET, UGC NET, GATE, SET, PSC, CUET PG, IIT JAM and more**, IFAS Publications is your trusted...

  • Subject Matter Expert

    1 day ago

    Pashan, Pune, Maharashtra, India IFAS EDUTECH PVT LTD Full time

    **Job Description | IFAS Publications | Subject Matter Expert (English) - UGC NET** **ABOUT COMPANY**: **IFAS Publications **is India's No. 1 publisher for reference books in graduate and postgraduate college exams, as well as competitive examinations like **CSIR NET, UGC NET, GATE, SET, PSC, CUET PG, IIT JAM and more**, IFAS Publications is your trusted...

  • Subject Matter Expert

    4 days ago

    Pune, India Byline Learning Solutions Full time

    **Job Title**:Information and Communication Technology (ICT) Subject Matter Expert (SME) **Location**:Pune (On-site) **Job Type**:Full-Time **About Us**: Byline Learning is a leading educational content provider committed to delivering high - quality resources for students, teachers, and educational institutions worldwide. We are seeking a dedicated and...

  • Subject Matter Expert

    2 months ago

    Pune, Maharashtra, India IFAS EDUTECH PVT LTD Full time

    **Job Description | IFAS Publications | Subject Matter Expert (Hindi) - UGC NET** We have 4 branches in India**-Kolkata, Pune (Someshwarwadi & Hinjewadi), Jodhpur, and Hyderabad.** Join the **IFAS Publications **family and unlock your full potential! **Subjects: Hindi** **Education Qualification**: - Respective Master's Degree. - Qualified UGC...

  • Matter - Engineering Manager - Java/React.js

    2 months ago

    Pune,Ahmedabad, India Matter Motors Full time

    We at Matter are looking for an Engineering Manager.Location : Pune/AhmedabadExperience : 10+ years Expert knowledge of the SW Development, Related Architecture, Platforms, QA Processes, CI, CD Pipelines etc. Should have worked as a Key Developer in the past on the website projects. Expert in Understanding Architectural depth and should be able to draw the...

  • Matter - Engineering Manager - Java/React.js

    2 weeks ago

    Pune/Ahmedabad, Maharashtra, India Matter Motors Full time

    We at Matter are looking for an Engineering Manager.Location : Pune/AhmedabadExperience : 10+ yearsExpert knowledge of the SW Development, Related Architecture, Platforms, QA Processes, CI, CD Pipelines etc.Should have worked as a Key Developer in the past on the website projects.Expert in Understanding Architectural depth and should be able to draw the...

  • Matter - Engineering Manager - Java/React.js

    2 months ago

    Pune/Ahmedabad, Maharashtra, India Matter Motors Full time

    We at Matter are looking for an Engineering Manager.Location : Pune/AhmedabadExperience : 10+ yearsExpert knowledge of the SW Development, Related Architecture, Platforms, QA Processes, CI, CD Pipelines etc.Should have worked as a Key Developer in the past on the website projects.Expert in Understanding Architectural depth and should be able to draw the...

  • Matter - Engineering Manager - Java/React.js

    1 week ago

    Pune/Ahmedabad, India Matter Motors Full time

    We at Matter are looking for an Engineering Manager.Location : Pune/AhmedabadExperience : 10+ years Expert knowledge of the SW Development, Related Architecture, Platforms, QA Processes, CI, CD Pipelines etc. Should have worked as a Key Developer in the past on the website projects. Expert in Understanding Architectural depth and should be able to draw the...

  • Sme (Subject Matter Expert)

    2 months ago

    Mumbai, Maharashtra, India MNR Solutions Private Limited Full time

    Designation - L3 Subject Matter Expert Skills - L2/L3 Operations, SDWAN, Network & Security Location: HO, Mumbai - Kurla Experience - 8 Years - Experience with reviewing opportunities for process automation and improvement - Experience with generating daily and monthly reports, including items, such as incident and service requests, software updates, and...

  • Safety and Cyber Security Subject Matter Expert

    5 days ago

    Pune, Maharashtra, India Hindujatech Full time

    **Job Title**: Safety and Cyber Security Subject Matter Expert **Qualification**: B.E - Electronics/ENTC/Computer Science **Experience**: 4 to 8 Years **Job Post Date**: 20/02/2024 **Job Expiry Date**: 29/04/2024 **Location**: Pune **- Experience in ISO 26262 Safety and Cyber Security with expertise on Software Design and Architecture - Experience in...

  • Subject Matter Expert

    4 weeks ago

    Pune, India Qualys Full time

    Come work at a place where innovation and teamwork come together to support the most exciting missions in the world! About Us: At Qualys, we're on the lookout for an exceptional Senior Subject Matter Expert in Container and Cloud Security Engineering. If you're a tech-savvy storyteller with a passion for securing Modern Cloud and Container services, we...

  • Subject Matter Expert

    2 weeks ago

    Pune, India Qualys Full time

    Come work at a place where innovation and teamwork come together to support the most exciting missions in the world! About Us: At Qualys, we're on the lookout for an exceptional Senior Subject Matter Expert in Container and Cloud Security Engineering. If you're a tech-savvy storyteller with a passion for securing Modern Cloud and Container services, we...

  • Matter - Engineering Manager - Website & SaaS Solutions

    2 months ago

    Pune,Ahmedabad, India Matter Motors Full time

    We at Matter are looking for an Engineering Manager.Kindly go through the JD below.Location : 10+ years Expert knowledge of the SW Development, Related Architecture, Platforms, QA Processes, CI, CD Pipelines etc. Should have worked as a Key Developer in the past on the website projects. Expert in Understanding Architectural depth and should be able to draw...