Wipro is Hiring For Sr Analyst (team Lead)- US
- Wipro
- 4 - 9 years
- Mumbai
- 3 years ago
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Job Description
Job description
Senior Analyst
Job InformationJob TitleSenior AnalystBusiness UnitIndia Human Captial Management (HCM)Service Delivery Model (SDM)9 Workforce Adminstration (WFA) & talent ; 10 Payroll Org LevelB2ScopeSummary
The Senior Analyst (SA) supports ongoing delivery to clients through issue resolution, Change Requests (CRs), and standardized processes that contribute to achievement of Service Levels (SLAs or RSLs) and Key Performance Indicators (KPIs). The Senior Analyst is the first point of contact and interacts with Onshore counterparts for any process or domain related work /escalations in the process. The Senior Analyst would be responsible for reporting key process related metrics and manage workload.
Responsibilities
- Responsible for processing transactions in a timely and accurate manner to ensure service delivery as per client contractual commitments and assigned targets.
- Deliver training sessions on different domains, legislative requirements, scope of the domain and the clients, and up-skill the team members a subject matter expert for the Domain
- Ensure the standardization and improvement of processes by using Quality tool
- Accountable for managing work allocation process in consultation with management.
- Supports creation of back-up plan and implementation
- Participate and drive end-to-end transition of work from internal and external client (requirement gathering, documentation, and deployment)
- Accountable for driving resolution of customer/client issues by conducting research, analyzing trends, preparing RCA (Root Cause Analysis), implementing action plan and effectively communicate the same to the stakeholders
- Accountable for Reporting technical and system related issues to the helpdesk, reviewing process level impact and executing mitigation plan.
- Actively participate and provide pertinent information/data in client calls/ meetings, projects, etc.
- Participate & execute change request activities
- Responsible for gathering, documenting, testing & deployment of business requirements in change in scope of work / new work. Partner with stakeholders for defect management as required.
- Build SOPs for transitioned / new projects/processes.
- Identify, plan, and manage process improvement projects to create efficiencies in operational workloads.
- Partner with client manager to ensure timely completion of Client projects.
- Provide Client data for external audits (SAS/SOC Audit)
- Responsible for maintaining & implementation of quality approach document.
- Accountable for SOP review, update and version control
- Accountable for workload management
- Assists stakeholders in reporting on key metrics as required
- Ensures accuracy on inbound/outbound data
- Identifies potential production defects and submits via defect submission process
- Point of contact for ongoing support for client and third-party administrator.
- Comply to all Data Security and Code of Conduct standards
- Escalate noncompliance issues of process/procedures as per protocol
- Provide OFS (On Floor Support) to team members.
- Follow Data Privacy and Code of Conduct standards
- Ensure compliance to Time Recording guidelines
- Adherence to floor policies, team schedule and leave plans
Requirements Competencies
- Passion for results:
- Be committed to perform the job to the highest possible standard
- Push self to explore various options in face of obstacles and finds ways to achieve the end result
- Client Centricity:
- Ask questions and show keenness to understand client perspective
- Meet timelines with minimal or no escalation
- Demonstrate responsiveness to client needs and requests, and understands the customer's needs and provide acceptable solutions by bringing contextual nuances in deliverables
- Effective Communication:
- Listen intently and ask questions to clarify understanding
- Understand given data and structure further communication based on the understanding
- Considers the stakeholders perspectives & interests in building solutions to the problem/ scenario.
- Collaborative Working:
- Work well with colleagues from different parts of the organization.
- Make changes in own way of working for the benefit of the client, organization and other relevant stakeholders.
- Willingly asks for others ideas and views shares rationale of actions taken to achieve goals, with others, to build trust
- Problem Solving & Decision Making:
- Seek and analyze data and information pertaining to the issue at hand
- Breaks down issues to logical parts; Actively investigates and discusses it
- Display a sense of urgency in accomplishing goals and takes actions to ensure results.
- Chooses the best course of action with available information
- Learning Agility:
- Demonstrate eagerness to learn on the job
- Apply learned concepts and skills on the job independently
- Records learning and insights from formal and informal events for self-learning
- Seek necessary help to deliver results in new and ambiguous situations
- Execution Excellence:
- Clearly understand work expectations & prioritize critical activities
- Anticipates operational issues and prepares accordingly
- Recognize the need to modify processes to achieve process efficiency
- Use a judicious mix of available resources while maintaining quality and speed of work output and Review own work before submission, to ensure it fulfils requirements
Education & Skills
- Bachelors Degree ( preferably Commerce/Accounting)
- Good written & verbal (English) communication skills
- Working knowledge of computer applications including Excel & Word
Work Conditions
- Flexibility to work 24*7 shift timings
- Occasional extended work hours to meet business needs
- Mobility across client teams
- Willingness to sign a service agreement before every overseas travel / assignment / training
Contact Details:
Sm************a@wi**o.com
Job Classification
Industry: IT Services & ConsultingFunctional Area: ITES, BPO, KPO, LPO, Customer Service, Operations,
Role Category: Voice
Role: Voice
Employement Type: Full time
Education
Under Graduation: Any Graduate in Any SpecializationPost Graduation: Any Postgraduate in Any Specialization
Doctorate: Doctorate Not Required
Contact Details:
Company: WiproAddress: WIPRO HR SERVICES INDIA PVT LTD 3rd Floor, Building No.-3, Gigaplex Complex, Patni Road Airoli-W, Navi Mumbai, Maharashtra 400708,
Location(s): Mumbai
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Keyskills: Client Management Work Allocation Process Improvement Projects Communication Skills Excel Subject Matter Expertise Team Leading Process Efficiency US Payroll Operations
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