Wipro Limited is a leading global information technology, consulting and business process services company. Wipro is recognized globally for its comprehensive portfolio of services, practitioners’ approach to delivering innovation, and as an organization with a wide commitment to sustainability and business ethics.
Manager Operations
About the job
The position is with the Communication BU and you would be responsible for supporting our business operations and sales analysis. The role demands sales business intelligence, reporting and analytics skill. Through sales reporting and analytics, the team provides visibility into the BU’s sales pipeline, integrating information from sales, customer and financial sources for a complete and detailed overview of the sales performance.
Role description –
- Driving BU initiatives across the entire spectrum of internal operations.
- Analyze internal operations metrics and proactively project findings to the BU leadership team along with strategy/guideline for reigning in the outliers.
- Executing the above guidelines/strategies to better adherence to business processes.
- Interpreting financial and operational reports and providing a consolidated view of the business trajectory for the quarter.
- Help empower customer relationships by ensuring profitable performance of business operations and driving excellence in internal processes.
- Execute cost benefit interpretation of internal programs.
- Mentoring, managing and leading the sales operations team. Competencies
- Ability to work collaboratively across business functions and leadership role.
- Ability to negotiate within a matrixed organizational structure.
- Strong Program Management experience
- Ability to manage and lead to connect with senior management team.
Education and Experience: – Previous program management and business operations exposure. – Should have strong execution & analytical skills. – Education qualifications – Engineer / MBA. team. – Ability
Solutions Delivery Analyst
Job Description
- The Solutions Delivery Analyst is responsible for execution of ongoing operations tasks, identifying operational efficiencies, and identifying continuous improvement opportunities.
- The Solutions Delivery Analyst is often called upon to execute manual processes (requiring plan knowledge and analysis) but always with a focus to streamline, automate, and/or standardize the process.
- The Solutions Delivery Manager works with the Benefits Operations Manager (BOM) to identify process improvements by identifying issues, process delays, and quality problems and recommends solutions.
- The Solutions Delivery Analyst is responsible for resolution of participant and plan administration issues, workflow management, increased ownership of complex ongoing tasks, identifying operational efficiencies and continuous improvement opportunities. This role may be leveraged across multiple clients.
Roles & Responsibilities
- Strong understanding of client plan provisions/product & processing guidelines and SLA metrics
- Able to manually perform Benefit processes and complex tasks/calculations that require plan knowledge, analysis, and interpretation
- Research complex Benefits issues and formulates resolutions/ recommendations by analysing fact patterns and applying plan provisions and best practices
- Resolve tasks in accordance with due dates and ensure process is well documented
- Create adhoc reports as required to support client service delivery functions
- Provide day-to-day client and third party administrator contact for participant processing inquiries
- Participate & contribute in daily huddles and status meetings
- Document task/ workflow analysis and comments in a concise, effective manner such that it can be easily understood by participant
- Develop and deliver client-specific operational training; monitor ongoing adherence to SOPs to ensure high quality
- Work with the client team across shores to deliver against client requirements
- Proactively identify training needs and provide necessary coaching as required to BOA’s
- Proactively seek performance feedback to build & enhance knowledge
- Build and leverage partnerships across shores to deliver against client requirements
- Create robust documentation & SOPs for transition of activities between Ops and Shared Services, combined with ongoing coaching
- Document task/ workflow analysis and comments in a concise, effective manner such that it can be easily understood by the broader team
- Actively listens to all stakeholder/ team members to understand their perspective and ensure continuous understanding regardless of communication channel
- Ensures processing documentation is accurate and complete; receives/verifies updates resulting from change orders.
Qualifications
- Bachelor’s degree or equivalent work experience required.
- Good MS Office skills
- Good Communication Skill
Defined Contributions (DC)
Production Agent
Job Description
The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs.
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
- 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
- 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
Trainee
Job Description
The purpose of this role is to prepare test cases and perform testing of the product/ platform/ solution to be deployed at a client end and ensure its meet 100% quality assurance parameters
Do
- Instrumental in understanding the test requirements and test case design of the product
- Authoring test planning with appropriate knowledge on business requirements and corresponding testable requirements
- Implementation of Wipro’s way of testing using Model based testing and achieving efficient way of test generation
- Ensuring the test cases are peer reviewed and achieving less rework
- Work with development team to identify and capture test cases, ensure version
- Setting the criteria, parameters, scope/out-scope of testing and involve in UAT (User Acceptance Testing)
- Automate the test life cycle process at the appropriate stages through vb macros, scheduling, GUI automation etc
- To design and execute the automation framework and reporting
- Develop and automate tests for software validation by setting up of test environments, designing test plans, developing test cases/scenarios/usage cases, and executing these cases
- Ensure the test defects raised are as per the norm defined for project / program / account with clear description and replication patterns
- Detect bug issues and prepare file defect reports and report test progress
- No instances of rejection / slippage of delivered work items and they are within the Wipro / Customer SLA’s and norms
- Design and timely release of test status dashboard at the end of every cycle test execution to the stake holders
- Providing feedback on usability and serviceability, trace the result to quality risk and report it to concerned stakeholders
- Status Reporting and Customer Focus on an ongoing basis with respect to testing and its execution
- Ensure good quality of interaction with customer w.r.t. e-mail content, fault report tracking, voice calls, business etiquette etc
- On time deliveries – WSRs, Test execution report and relevant dashboard updates in Test management repository
- Updates of accurate efforts in eCube, TMS and other project related trackers
- Timely Response to customer requests and no instances of complaints either internally or externally
Stakeholder Interaction
| Stakeholder Type | Stakeholder Identification | Purpose of Interaction |
| Internal | Lead Test Engineer and Project Manager | Regular reporting & updates |
| Software Developers | For work coordination and support in providing testing solutions | |
| External | Clients | Provide apt solutions and support as per the requirement |
Display
Lists the competencies required to perform this role effectively:
- Functional Competencies/ Skill
- Leveraging Technology – Knowledge of current and upcoming technology (automation, tools and systems) to build efficiencies and effectiveness in own function/ Client organization – Competent
- Process Excellence – Ability to follow the standards and norms to produce consistent results, provide effective control and reduction of risk – Expert
- Technical knowledge – knowledge of various testing tools, automation tools, customization and its implementation at the client site – Expert
| Competency Levels | |
| Foundation | Knowledgeable about the competency requirements. Demonstrates (in parts) frequently with minimal support and guidance. |
| Competent | Consistently demonstrates the full range of the competency without guidance. Extends the competency to difficult and unknown situations as well. |
| Expert | Applies the competency in all situations and is serves as a guide to others as well. |
| Master | Coaches others and builds organizational capability in the competency area. Serves as a key resource for that competency and is recognised within the entire organization. |
- Behavioral Competencies
- Formulation & Prioritization
- Client centricity
- Execution Excellence
- Passion for Results
- Confidence
Deliver
| No. | Performance Parameter | Measure |
| 1. | Understanding the test requirements and test case design of the product | Ensure error free testing solutions, minimum process exceptions, 100% SLA compliance, # of automation done using VB, macros |
| 2. | Execute test cases and reporting | Testing efficiency & quality, On-Time Delivery, Troubleshoot queries within TAT, CSAT score |
