SME - L3

The primary objective of this role is to provide exceptional customer service by efficiently acknowledging, tracking, and prioritizing client cases in compliance with regulatory guidelines. As a part of the team, you will be responsible for ensuring timely resolution of all client cases according to the defined Service Level Agreements (SLAs) by assigning them to the appropriate support team. Your responsibilities will include: - Ensuring operational excellence through adherence to contract and regulatory requirements, efficient case acknowledgment, tracking, prioritization, system updates, and reporting. - Accurately logging all incoming client cases on the internal tool as per the contract terms and documenting relevant case information. - Following standard processes to track, prioritize, and allocate client cases to the respective agents and Quality Assurance (QA) teams. - Monitoring compliance with service agreements to mitigate legal risks and challenges. - Sharing case logs, status reports, and resolution updates with clients and supervisors regularly. To deliver excellent customer service, you will: - Serve as the primary point of contact for accessing client cases using the designated client tool. - Develop a deep understanding of the client tool to effectively perform daily tasks and prioritize cases based on urgency and complexity. - Collaborate with clients to undergo training on new regulatory guidelines and implement the changes in all cases. Your role will also involve: - Allocating and resolving client cases within the defined SLAs by updating internal tools accurately, conducting training sessions on new regulations, and providing regular reports. - Liaising between clients and internal teams to address escalations, unique queries, and ensure compliance with contract SLAs and regulations. - Building capabilities for operational excellence and maintaining superior customer service levels for existing clients. Mandatory Skills: Health and Welfare (HW) Experience: 3-5 Years Join us at Wipro and be a part of our journey towards reinvention and digital transformation. We are looking for individuals who are motivated by continuous improvement and eager to evolve in their careers and skills. Our culture is driven by purpose, empowering you to lead your own reinvention and contribute to the growth of our business and industry. Come be a part of Wipro and realize your ambitions. Applications from individuals with disabilities are encouraged and welcomed.,