Subject Matter Expert

9 months ago

Dhahran, Saudi Arabia Wipro Limited Full time

Overview:
**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, Reporting

Agents & QA’s

Case

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