Subject Matter Expert

6 months ago

Bengaluru Karnataka, India Wipro Limited Full time

Overview:
Operational Support required for Oracle Database instances for SAP Platform

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

**Do**
- ** Ensure operational excellence through contract and regulatory compliance, effective case acknowledgment, tracking, prioritization, system updation, and reporting**
- _ Acknowledge client cases as per the SLA’s defined in the contract_
- _ Access client tool and log all incoming client cases accurately on the internal tool as per contract_
- _ Accurately document all pertinent case information such as case number, case type, etc. of daily cases received_
- _ Follow standard processes and procedures to track and prioritize all client cases_
- _ Accurately update the internal tool with daily cases and forward the same to respective agents and QAs_
- _ Access and maintain internal knowledge bases, resources and frequently asked questions to aid in effective case logging and prioritization_
- _ Maintain and timely update internal tool for agents to speed up response time_
- _ Identify red flags and escalate serious client issues to Team leader in cases of non-compliance and untimely resolution_
- _ Ensure all client information, disclosures and regulatory changes are given to agents and QA’s on a regular basis_
- _ Monitor compliance with service agreements to avoid legal challenges_
- _ Share recorded case logs and status reports with clients and supervisors on a daily basis_
- **
Deliver excellent customer service through effective understanding of client tool, accurate case logging and prioritization as per regulatory guidelines**
- _ Serve as the primary point of contact for accessing cases pertaining to a specific client using designated client tool_
- _ Develop deep understanding and use of client tool to effectively perform day today duties_
- _ Access client tool and acknowledge to the client the receipt of the cases as per the SLA’s defined in the contract_
- _ Accurately document all pertinent case information such as case number, case type, etc. on a daily basis for all cases received_
- _ Prioritize cases on the levels of urgency and complexity as per the regulatory guidelines defines by the client_
- _ Accurately extract case information and create an excel listing cases along with relevant information pertaining to the cases_
- _ Maintain logs and records of all client cases as per the standard procedures and guidelines_
- _ Collaborate with client and undergo trainings on any new regulatory guidelines for a particular client process and implement the same on all cases_
- **
Ensure allocation and resolution of client cases as per the defined SLAs by accurately updating internal tools, training sessions on new regulations and regular reporting**
- _ Ensure allocation of cases to agents and QAs by accurately recording all client cases on the designated internal tracking software_
- _ Maintain tracker of all cases received along with the allocation information for reporting purposes_
- _ Ensure all client cases are resolved as per the defined SLA’s and regulatory guidelines defined by the client_
- _ Maintain and share the resolution status report with supervisor and client on a daily basis_
- _ Share the hourly productivity update report with supervisors and clients on a daily basis_
- _ Undertake client training on specific tool features and/or any other regulatory changes introduced by client/govt._
- _ Conduct training sessions for agents and QA ensuring the regulatory changes have been effectively communicated to all agents and QAs_
- _ Ensure new regulatory guidelines are implemented all client processes to avoid penalties and non-compliance_
- _ Liaise between the client and internal teams on escalations of serious issues and unique queries_
- _ Follow up with agents and QAs to record feedback and ensure compliance to contract SLA’s and regulations_
- _ Interact and engage with the client and internal stakeholders to communicate and update progress against a particular case_
- ** Build capability to ensure operational excellence and maintain 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 client requirements/recommendations_
- _ Conduct training sessions for Agents and QAs on any new regulatory guideline that needs to be applied to any process urgently_
- _ Identifying and document most common problems and recommend appropriate changes to the team leader_
- _ Updates job knowledge by participating in self learning opportunities and maintaining personal networks_

**Stakeholder Interaction**

**Stakeholder Type**

**Stakeholde

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