Bom

**Wipro is hiring for EX-Wiproites for Solutions Delivery Analyst (DA) and BOM - GGN/Noida/Chennai/Coimbatore**

**GGN** -Wipro HR Services India Pvt Ltd, (SEZ) Building 2, Candor Techspace, IT/ITES,SEZ, Tikri, Sector-48, Gurgaon 122001, Haryana

**Noida
- (Non-SEZ)** Tower - A, Plot No - 6, Tech Boulevard Park, Sector -127,** Noida** - 201301,** Uttar Pradesh**

**Chennai**:

- Olympia Tech park

**Coimbatore** - Elcot IT park

Work Mode : Work from Office

Shift timing -5.30pm to 3.30am (based on business requirements)

**Roles & Responsibilities**
- Stay current with Industry developments in Health & Benefits domain
- Active participation in client renewal meetings and data collection projects at bidding stage
- Understand client contractual agreement and performance measures
- Monitor client operations measures to proactively manage client-level impacts
- Respond to client requests in a timely fashion using effective communication skills
- Proactive management of operations metrics to meet or exceed SLA targets
- Assign and manage work, including workload distribution, track status of outstanding work, ensure SLA metrics are met/ exceeded, identify training opportunities, review and approve SOPs, identify activities for transition.
- Establish strong client relationships to support and facilitate tough client conversations with acceptable client outcomes
- Identify growth areas for BOAs and provide opportunities in those areas
- Identify cross-training opportunities and implement cross-training action plan
- Establish strong client relationships to support and facilitate tough client conversations with acceptable client outcomes
- Develop and deliver client-specific operational training and support domain related training
- Be a good team player and coach in order to create a healthy environment of trust amongst the team.

**Qualifications**

Graduate

4-8 years’ experience in US Benefits Domain and Benefits Administration

Good Communication Skill

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- ** 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

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- ** 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

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- ** 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