27 Capability Development Jobs

The Lead - Sales Capability Building is a strategic architect of sales excellence, responsible for empowering sales professionals with relevant training, skills development, and performance coaching. This role ensures that the sales force is equipped, agile, and continuously evolving to drive business growth. Key Responsibilities: Design and implement an effective sales onboarding and capability development framework, ensuring seamless integration and accelerated productivity for new hires in sales team. Develop and execute high-impact training programs that enhance consultative selling, negotiation, and customer engagement skills. Drive the creation and continuous refinement of sales playbooks, ensuring sales teams are equipped with winning strategies, messaging frameworks, and competitive intelligence. Establish a sales competency framework, identifying key skills, gaps, and growth areas to enhance individual and team performance. Facilitate Weekly and Monthly training programs for Sales team along with experts. Partner with sales leadership to shape a high-performance culture through coaching, enablement initiatives, and continuous learning programs. Qualifications: Bachelor s degree in business, Human Resources, or a related field. 5+ years of experience in sales training, capability development, or performance coaching. Proven experience in designing and leading large-scale sales training pr ograms. Strong understanding of modern sales methodologies, consultative selling, and behavioral coaching. Ability to influence, inspire, and drive sales transformation at scale.

About The Role : Role Purpose The purpose of the role is to support process delivery by ensuring daily performance of the Production Specialists, resolve technical escalations and develop technical capability within the Production Specialists. Do Oversee and support process by reviewing daily transactions on performance parameters Review performance dashboard and the scores for the team Support the team in improving performance parameters by providing technical support and process guidance Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions Ensure standard processes and procedures are followed to resolve all client queries Resolve client queries as per the SLAs defined in the contract Develop understanding of process/ product for the team members to facilitate better client interaction and troubleshooting Document and analyze call logs to spot most occurring trends to prevent future problems 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 monitoring compliance with service agreements Handle technical escalations through effective diagnosis and troubleshooting of client queries Manage and resolve technical roadblocks/ escalations as per SLA and quality requirements If unable to resolve the issues, timely escalate the issues to TA & SES Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions Troubleshoot all client queries in a user-friendly, courteous and professional manner 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 people capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Mentor and guide Production Specialists on improving technical knowledge Collate trainings to be conducted as triage to bridge the skill gaps identified through interviews with the Production Specialist Develop and conduct trainings (Triages) within products for production specialist as per target Inform client about the triages being conducted Undertake product trainings to stay current with product features, changes and updates Enroll in product specific and any other trainings per client requirements/recommendations Identify and document most common problems and recommend appropriate resolutions to the team Update job knowledge by participating in self learning opportunities and maintaining personal networks Deliver NoPerformance ParameterMeasure 1ProcessNo. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback, NSAT/ ESAT 2Team ManagementProductivity, efficiency, absenteeism 3Capability developmentTriages completed, Technical Test performance

Role Purpose The purpose of the role is to support process delivery by ensuring daily performance of the Production Specialists, resolve technical escalations and develop technical capability within the Production Specialists. Do Oversee and support process by reviewing daily transactions on performance parameters Review performance dashboard and the scores for the team Support the team in improving performance parameters by providing technical support and process guidance Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions Ensure standard processes and procedures are followed to resolve all client queries Resolve client queries as per the SLAs defined in the contract Develop understanding of process/ product for the team members to facilitate better client interaction and troubleshooting Document and analyze call logs to spot most occurring trends to prevent future problems 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 monitoring compliance with service agreements Handle technical escalations through effective diagnosis and troubleshooting of client queries Manage and resolve technical roadblocks/ escalations as per SLA and quality requirements If unable to resolve the issues, timely escalate the issues to TA & SES Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions Troubleshoot all client queries in a user-friendly, courteous and professional manner 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 people capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Mentor and guide Production Specialists on improving technical knowledge Collate trainings to be conducted as triage to bridge the skill gaps identified through interviews with the Production Specialist Develop and conduct trainings (Triages) within products for production specialist as per target Inform client about the triages being conducted Undertake product trainings to stay current with product features, changes and updates Enroll in product specific and any other trainings per client requirements/recommendations Identify and document most common problems and recommend appropriate resolutions to the team Update job knowledge by participating in self learning opportunities and maintaining personal networks Deliver NoPerformance ParameterMeasure 1ProcessNo. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback, NSAT/ ESAT 2Team ManagementProductivity, efficiency, absenteeism 3Capability developmentTriages completed, Technical Test performance Mandatory Skills: Salesforce Industries Vlocity.Experience5-8 Years.

Role Purpose The purpose of the role is to support process delivery by ensuring daily performance of the Production Specialists, resolve technical escalations and develop technical capability within the Production Specialists. Do Oversee and support process by reviewing daily transactions on performance parameters Review performance dashboard and the scores for the team Support the team in improving performance parameters by providing technical support and process guidance Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions Ensure standard processes and procedures are followed to resolve all client queries Resolve client queries as per the SLAs defined in the contract Develop understanding of process/ product for the team members to facilitate better client interaction and troubleshooting Document and analyze call logs to spot most occurring trends to prevent future problems 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 monitoring compliance with service agreements Handle technical escalations through effective diagnosis and troubleshooting of client queries Manage and resolve technical roadblocks/ escalations as per SLA and quality requirements If unable to resolve the issues, timely escalate the issues to TA & SES Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions Troubleshoot all client queries in a user-friendly, courteous and professional manner 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 people capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Mentor and guide Production Specialists on improving technical knowledge Collate trainings to be conducted as triage to bridge the skill gaps identified through interviews with the Production Specialist Develop and conduct trainings (Triages) within products for production specialist as per target Inform client about the triages being conducted Undertake product trainings to stay current with product features, changes and updates Enroll in product specific and any other trainings per client requirements/recommendations Identify and document most common problems and recommend appropriate resolutions to the team Update job knowledge by participating in self learning opportunities and maintaining personal networks Deliver NoPerformance ParameterMeasure 1ProcessNo. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback, NSAT/ ESAT 2Team ManagementProductivity, efficiency, absenteeism 3Capability developmentTriages completed, Technical Test performance Mandatory Skills: Appium.Experience5-8 Years.

Role Purpose The purpose of the role is to support process delivery by ensuring daily performance of the Production Specialists, resolve technical escalations and develop technical capability within the Production Specialists. Do Oversee and support process by reviewing daily transactions on performance parameters Review performance dashboard and the scores for the team Support the team in improving performance parameters by providing technical support and process guidance Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions Ensure standard processes and procedures are followed to resolve all client queries Resolve client queries as per the SLAs defined in the contract Develop understanding of process/ product for the team members to facilitate better client interaction and troubleshooting Document and analyze call logs to spot most occurring trends to prevent future problems 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 monitoring compliance with service agreements Handle technical escalations through effective diagnosis and troubleshooting of client queries Manage and resolve technical roadblocks/ escalations as per SLA and quality requirements If unable to resolve the issues, timely escalate the issues to TA & SES Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions Troubleshoot all client queries in a user-friendly, courteous and professional manner 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 people capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Mentor and guide Production Specialists on improving technical knowledge Collate trainings to be conducted as triage to bridge the skill gaps identified through interviews with the Production Specialist Develop and conduct trainings (Triages) within products for production specialist as per target Inform client about the triages being conducted Undertake product trainings to stay current with product features, changes and updates Enroll in product specific and any other trainings per client requirements/recommendations Identify and document most common problems and recommend appropriate resolutions to the team Update job knowledge by participating in self learning opportunities and maintaining personal networks Deliver NoPerformance ParameterMeasure 1ProcessNo. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback, NSAT/ ESAT 2Team ManagementProductivity, efficiency, absenteeism 3Capability developmentTriages completed, Technical Test performance Mandatory Skills: Google BigQuery.Experience5-8 Years.

Role Purpose The purpose of the role is to support process delivery by ensuring daily performance of the Production Specialists, resolve technical escalations and develop technical capability within the Production Specialists. Do Oversee and support process by reviewing daily transactions on performance parameters Review performance dashboard and the scores for the team Support the team in improving performance parameters by providing technical support and process guidance Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions Ensure standard processes and procedures are followed to resolve all client queries Resolve client queries as per the SLAs defined in the contract Develop understanding of process/ product for the team members to facilitate better client interaction and troubleshooting Document and analyze call logs to spot most occurring trends to prevent future problems 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 monitoring compliance with service agreements Handle technical escalations through effective diagnosis and troubleshooting of client queries Manage and resolve technical roadblocks/ escalations as per SLA and quality requirements If unable to resolve the issues, timely escalate the issues to TA & SES Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions Troubleshoot all client queries in a user-friendly, courteous and professional manner 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 people capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Mentor and guide Production Specialists on improving technical knowledge Collate trainings to be conducted as triage to bridge the skill gaps identified through interviews with the Production Specialist Develop and conduct trainings (Triages) within products for production specialist as per target Inform client about the triages being conducted Undertake product trainings to stay current with product features, changes and updates Enroll in product specific and any other trainings per client requirements/recommendations Identify and document most common problems and recommend appropriate resolutions to the team Update job knowledge by participating in self learning opportunities and maintaining personal networks Deliver NoPerformance ParameterMeasure 1ProcessNo. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback, NSAT/ ESAT 2Team ManagementProductivity, efficiency, absenteeism 3Capability developmentTriages completed, Technical Test performance Mandatory Skills: Fullstack MEAN.Experience5-8 Years.

Role Purpose The purpose of the role is to support process delivery by ensuring daily performance of the Production Specialists, resolve technical escalations and develop technical capability within the Production Specialists. Do Oversee and support process by reviewing daily transactions on performance parameters Review performance dashboard and the scores for the team Support the team in improving performance parameters by providing technical support and process guidance Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions Ensure standard processes and procedures are followed to resolve all client queries Resolve client queries as per the SLAs defined in the contract Develop understanding of process/ product for the team members to facilitate better client interaction and troubleshooting Document and analyze call logs to spot most occurring trends to prevent future problems 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 monitoring compliance with service agreements Handle technical escalations through effective diagnosis and troubleshooting of client queries Manage and resolve technical roadblocks/ escalations as per SLA and quality requirements If unable to resolve the issues, timely escalate the issues to TA & SES Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions Troubleshoot all client queries in a user-friendly, courteous and professional manner 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 people capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Mentor and guide Production Specialists on improving technical knowledge Collate trainings to be conducted as triage to bridge the skill gaps identified through interviews with the Production Specialist Develop and conduct trainings (Triages) within products for production specialist as per target Inform client about the triages being conducted Undertake product trainings to stay current with product features, changes and updates Enroll in product specific and any other trainings per client requirements/recommendations Identify and document most common problems and recommend appropriate resolutions to the team Update job knowledge by participating in self learning opportunities and maintaining personal networks Deliver NoPerformance ParameterMeasure 1ProcessNo. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback, NSAT/ ESAT 2Team ManagementProductivity, efficiency, absenteeism 3Capability developmentTriages completed, Technical Test performance Mandatory Skills: Enterprise Platform Engineering Java.Experience5-8 Years.

Role Purpose The purpose of the role is to support process delivery by ensuring daily performance of the Production Specialists, resolve technical escalations and develop technical capability within the Production Specialists. Do Oversee and support process by reviewing daily transactions on performance parameters Review performance dashboard and the scores for the team Support the team in improving performance parameters by providing technical support and process guidance Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions Ensure standard processes and procedures are followed to resolve all client queries Resolve client queries as per the SLAs defined in the contract Develop understanding of process/ product for the team members to facilitate better client interaction and troubleshooting Document and analyze call logs to spot most occurring trends to prevent future problems 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 monitoring compliance with service agreements Handle technical escalations through effective diagnosis and troubleshooting of client queries Manage and resolve technical roadblocks/ escalations as per SLA and quality requirements If unable to resolve the issues, timely escalate the issues to TA & SES Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions Troubleshoot all client queries in a user-friendly, courteous and professional manner 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 people capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Mentor and guide Production Specialists on improving technical knowledge Collate trainings to be conducted as triage to bridge the skill gaps identified through interviews with the Production Specialist Develop and conduct trainings (Triages) within products for production specialist as per target Inform client about the triages being conducted Undertake product trainings to stay current with product features, changes and updates Enroll in product specific and any other trainings per client requirements/recommendations Identify and document most common problems and recommend appropriate resolutions to the team Update job knowledge by participating in self learning opportunities and maintaining personal networks Deliver NoPerformance ParameterMeasure 1ProcessNo. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback, NSAT/ ESAT 2Team ManagementProductivity, efficiency, absenteeism 3Capability developmentTriages completed, Technical Test performance Mandatory Skills: Data Centric testing.Experience5-8 Years.

Role Purpose The purpose of the role is to support process delivery by ensuring daily performance of the Production Specialists, resolve technical escalations and develop technical capability within the Production Specialists. Do Oversee and support process by reviewing daily transactions on performance parameters Review performance dashboard and the scores for the team Support the team in improving performance parameters by providing technical support and process guidance Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions Ensure standard processes and procedures are followed to resolve all client queries Resolve client queries as per the SLAs defined in the contract Develop understanding of process/ product for the team members to facilitate better client interaction and troubleshooting Document and analyze call logs to spot most occurring trends to prevent future problems 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 monitoring compliance with service agreements Handle technical escalations through effective diagnosis and troubleshooting of client queries Manage and resolve technical roadblocks/ escalations as per SLA and quality requirements If unable to resolve the issues, timely escalate the issues to TA & SES Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions Troubleshoot all client queries in a user-friendly, courteous and professional manner 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 people capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Mentor and guide Production Specialists on improving technical knowledge Collate trainings to be conducted as triage to bridge the skill gaps identified through interviews with the Production Specialist Develop and conduct trainings (Triages) within products for production specialist as per target Inform client about the triages being conducted Undertake product trainings to stay current with product features, changes and updates Enroll in product specific and any other trainings per client requirements/recommendations Identify and document most common problems and recommend appropriate resolutions to the team Update job knowledge by participating in self learning opportunities and maintaining personal networks Deliver NoPerformance ParameterMeasure 1ProcessNo. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback, NSAT/ ESAT 2Team ManagementProductivity, efficiency, absenteeism 3Capability developmentTriages completed, Technical Test performance Mandatory Skills: Qlik Sense.Experience5-8 Years.

Role Purpose The purpose of the role is to support process delivery by ensuring daily performance of the Production Specialists, resolve technical escalations and develop technical capability within the Production Specialists. Do Oversee and support process by reviewing daily transactions on performance parameters Review performance dashboard and the scores for the team Support the team in improving performance parameters by providing technical support and process guidance Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions Ensure standard processes and procedures are followed to resolve all client queries Resolve client queries as per the SLAs defined in the contract Develop understanding of process/ product for the team members to facilitate better client interaction and troubleshooting Document and analyze call logs to spot most occurring trends to prevent future problems 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 monitoring compliance with service agreements Handle technical escalations through effective diagnosis and troubleshooting of client queries Manage and resolve technical roadblocks/ escalations as per SLA and quality requirements If unable to resolve the issues, timely escalate the issues to TA & SES Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions Troubleshoot all client queries in a user-friendly, courteous and professional manner 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 people capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Mentor and guide Production Specialists on improving technical knowledge Collate trainings to be conducted as triage to bridge the skill gaps identified through interviews with the Production Specialist Develop and conduct trainings (Triages) within products for production specialist as per target Inform client about the triages being conducted Undertake product trainings to stay current with product features, changes and updates Enroll in product specific and any other trainings per client requirements/recommendations Identify and document most common problems and recommend appropriate resolutions to the team Update job knowledge by participating in self learning opportunities and maintaining personal networks Deliver NoPerformance ParameterMeasure 1ProcessNo. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback, NSAT/ ESAT 2Team ManagementProductivity, efficiency, absenteeism 3Capability developmentTriages completed, Technical Test performance Mandatory Skills: Data Visualizations Engineering.Experience5-8 Years.

Role Purpose The purpose of the role is to support process delivery by ensuring daily performance of the Production Specialists, resolve technical escalations and develop technical capability within the Production Specialists. Do Oversee and support process by reviewing daily transactions on performance parameters Review performance dashboard and the scores for the team Support the team in improving performance parameters by providing technical support and process guidance Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions Ensure standard processes and procedures are followed to resolve all client queries Resolve client queries as per the SLAs defined in the contract Develop understanding of process/ product for the team members to facilitate better client interaction and troubleshooting Document and analyze call logs to spot most occurring trends to prevent future problems 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 monitoring compliance with service agreements Handle technical escalations through effective diagnosis and troubleshooting of client queries Manage and resolve technical roadblocks/ escalations as per SLA and quality requirements If unable to resolve the issues, timely escalate the issues to TA & SES Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions Troubleshoot all client queries in a user-friendly, courteous and professional manner 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 people capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Mentor and guide Production Specialists on improving technical knowledge Collate trainings to be conducted as triage to bridge the skill gaps identified through interviews with the Production Specialist Develop and conduct trainings (Triages) within products for production specialist as per target Inform client about the triages being conducted Undertake product trainings to stay current with product features, changes and updates Enroll in product specific and any other trainings per client requirements/recommendations Identify and document most common problems and recommend appropriate resolutions to the team Update job knowledge by participating in self learning opportunities and maintaining personal networks Deliver NoPerformance ParameterMeasure 1ProcessNo. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback, NSAT/ ESAT 2Team ManagementProductivity, efficiency, absenteeism 3Capability developmentTriages completed, Technical Test performance Mandatory Skills: Industry 4.0-COTS MES.Experience5-8 Years.

Role Purpose The purpose of the role is to support process delivery by ensuring daily performance of the Production Specialists, resolve technical escalations and develop technical capability within the Production Specialists. Do Oversee and support process by reviewing daily transactions on performance parameters Review performance dashboard and the scores for the team Support the team in improving performance parameters by providing technical support and process guidance Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions Ensure standard processes and procedures are followed to resolve all client queries Resolve client queries as per the SLAs defined in the contract Develop understanding of process/ product for the team members to facilitate better client interaction and troubleshooting Document and analyze call logs to spot most occurring trends to prevent future problems 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 monitoring compliance with service agreements Handle technical escalations through effective diagnosis and troubleshooting of client queries Manage and resolve technical roadblocks/ escalations as per SLA and quality requirements If unable to resolve the issues, timely escalate the issues to TA & SES Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions Troubleshoot all client queries in a user-friendly, courteous and professional manner 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 people capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Mentor and guide Production Specialists on improving technical knowledge Collate trainings to be conducted as triage to bridge the skill gaps identified through interviews with the Production Specialist Develop and conduct trainings (Triages) within products for production specialist as per target Inform client about the triages being conducted Undertake product trainings to stay current with product features, changes and updates Enroll in product specific and any other trainings per client requirements/recommendations Identify and document most common problems and recommend appropriate resolutions to the team Update job knowledge by participating in self learning opportunities and maintaining personal networks Deliver NoPerformance ParameterMeasure 1ProcessNo. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback, NSAT/ ESAT 2Team ManagementProductivity, efficiency, absenteeism 3Capability developmentTriages completed, Technical Test performance Mandatory Skills: Azure Integration.Experience5-8 Years.

Role Purpose The purpose of the role is to support process delivery by ensuring daily performance of the Production Specialists, resolve technical escalations and develop technical capability within the Production Specialists. Do Oversee and support process by reviewing daily transactions on performance parameters Review performance dashboard and the scores for the team Support the team in improving performance parameters by providing technical support and process guidance Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions Ensure standard processes and procedures are followed to resolve all client queries Resolve client queries as per the SLAs defined in the contract Develop understanding of process/ product for the team members to facilitate better client interaction and troubleshooting Document and analyze call logs to spot most occurring trends to prevent future problems 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 monitoring compliance with service agreements Handle technical escalations through effective diagnosis and troubleshooting of client queries Manage and resolve technical roadblocks/ escalations as per SLA and quality requirements If unable to resolve the issues, timely escalate the issues to TA & SES Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions Troubleshoot all client queries in a user-friendly, courteous and professional manner 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 people capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Mentor and guide Production Specialists on improving technical knowledge Collate trainings to be conducted as triage to bridge the skill gaps identified through interviews with the Production Specialist Develop and conduct trainings (Triages) within products for production specialist as per target Inform client about the triages being conducted Undertake product trainings to stay current with product features, changes and updates Enroll in product specific and any other trainings per client requirements/recommendations Identify and document most common problems and recommend appropriate resolutions to the team Update job knowledge by participating in self learning opportunities and maintaining personal networks Deliver NoPerformance ParameterMeasure 1ProcessNo. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback, NSAT/ ESAT 2Team ManagementProductivity, efficiency, absenteeism 3Capability developmentTriages completed, Technical Test performance Mandatory Skills: Fullstack MERN.Experience5-8 Years.

Role Purpose The purpose of the role is to support process delivery by ensuring daily performance of the Production Specialists, resolve technical escalations and develop technical capability within the Production Specialists. Do Oversee and support process by reviewing daily transactions on performance parameters Review performance dashboard and the scores for the team Support the team in improving performance parameters by providing technical support and process guidance Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions Ensure standard processes and procedures are followed to resolve all client queries Resolve client queries as per the SLAs defined in the contract Develop understanding of process/ product for the team members to facilitate better client interaction and troubleshooting Document and analyze call logs to spot most occurring trends to prevent future problems 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 monitoring compliance with service agreements Handle technical escalations through effective diagnosis and troubleshooting of client queries Manage and resolve technical roadblocks/ escalations as per SLA and quality requirements If unable to resolve the issues, timely escalate the issues to TA & SES Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions Troubleshoot all client queries in a user-friendly, courteous and professional manner 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 people capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Mentor and guide Production Specialists on improving technical knowledge Collate trainings to be conducted as triage to bridge the skill gaps identified through interviews with the Production Specialist Develop and conduct trainings (Triages) within products for production specialist as per target Inform client about the triages being conducted Undertake product trainings to stay current with product features, changes and updates Enroll in product specific and any other trainings per client requirements/recommendations Identify and document most common problems and recommend appropriate resolutions to the team Update job knowledge by participating in self learning opportunities and maintaining personal networks Deliver NoPerformance ParameterMeasure 1ProcessNo. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback, NSAT/ ESAT 2Team ManagementProductivity, efficiency, absenteeism 3Capability developmentTriages completed, Technical Test performance Mandatory Skills: SAP Financial Accounting & Controlling.Experience5-8 Years.

Role Purpose The purpose of the role is to support process delivery by ensuring daily performance of the Production Specialists, resolve technical escalations and develop technical capability within the Production Specialists. Do Oversee and support process by reviewing daily transactions on performance parameters Review performance dashboard and the scores for the team Support the team in improving performance parameters by providing technical support and process guidance Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions Ensure standard processes and procedures are followed to resolve all client queries Resolve client queries as per the SLAs defined in the contract Develop understanding of process/ product for the team members to facilitate better client interaction and troubleshooting Document and analyze call logs to spot most occurring trends to prevent future problems 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 monitoring compliance with service agreements Handle technical escalations through effective diagnosis and troubleshooting of client queries Manage and resolve technical roadblocks/ escalations as per SLA and quality requirements If unable to resolve the issues, timely escalate the issues to TA & SES Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions Troubleshoot all client queries in a user-friendly, courteous and professional manner 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 people capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Mentor and guide Production Specialists on improving technical knowledge Collate trainings to be conducted as triage to bridge the skill gaps identified through interviews with the Production Specialist Develop and conduct trainings (Triages) within products for production specialist as per target Inform client about the triages being conducted Undertake product trainings to stay current with product features, changes and updates Enroll in product specific and any other trainings per client requirements/recommendations Identify and document most common problems and recommend appropriate resolutions to the team Update job knowledge by participating in self learning opportunities and maintaining personal networks Deliver NoPerformance ParameterMeasure 1ProcessNo. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback, NSAT/ ESAT 2Team ManagementProductivity, efficiency, absenteeism 3Capability developmentTriages completed, Technical Test performance Mandatory Skills: Fullstack Java Enterprise.Experience5-8 Years.

Role Purpose The purpose of the role is to support process delivery by ensuring daily performance of the Production Specialists, resolve technical escalations and develop technical capability within the Production Specialists. Do Oversee and support process by reviewing daily transactions on performance parameters Review performance dashboard and the scores for the team Support the team in improving performance parameters by providing technical support and process guidance Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions Ensure standard processes and procedures are followed to resolve all client queries Resolve client queries as per the SLAs defined in the contract Develop understanding of process/ product for the team members to facilitate better client interaction and troubleshooting Document and analyze call logs to spot most occurring trends to prevent future problems 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 monitoring compliance with service agreements Handle technical escalations through effective diagnosis and troubleshooting of client queries Manage and resolve technical roadblocks/ escalations as per SLA and quality requirements If unable to resolve the issues, timely escalate the issues to TA & SES Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions Troubleshoot all client queries in a user-friendly, courteous and professional manner 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 people capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Mentor and guide Production Specialists on improving technical knowledge Collate trainings to be conducted as triage to bridge the skill gaps identified through interviews with the Production Specialist Develop and conduct trainings (Triages) within products for production specialist as per target Inform client about the triages being conducted Undertake product trainings to stay current with product features, changes and updates Enroll in product specific and any other trainings per client requirements/recommendations Identify and document most common problems and recommend appropriate resolutions to the team Update job knowledge by participating in self learning opportunities and maintaining personal networks Deliver NoPerformance ParameterMeasure 1ProcessNo. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback, NSAT/ ESAT 2Team ManagementProductivity, efficiency, absenteeism 3Capability developmentTriages completed, Technical Test performance Mandatory Skills: Enterprise Platform Engineering Java.Experience5-8 Years.

Role Purpose The purpose of the role is to support process delivery by ensuring daily performance of the Production Specialists, resolve technical escalations and develop technical capability within the Production Specialists. Do Oversee and support process by reviewing daily transactions on performance parameters Review performance dashboard and the scores for the team Support the team in improving performance parameters by providing technical support and process guidance Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions Ensure standard processes and procedures are followed to resolve all client queries Resolve client queries as per the SLAs defined in the contract Develop understanding of process/ product for the team members to facilitate better client interaction and troubleshooting Document and analyze call logs to spot most occurring trends to prevent future problems 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 monitoring compliance with service agreements Handle technical escalations through effective diagnosis and troubleshooting of client queries Manage and resolve technical roadblocks/ escalations as per SLA and quality requirements If unable to resolve the issues, timely escalate the issues to TA & SES Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions Troubleshoot all client queries in a user-friendly, courteous and professional manner 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 people capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Mentor and guide Production Specialists on improving technical knowledge Collate trainings to be conducted as triage to bridge the skill gaps identified through interviews with the Production Specialist Develop and conduct trainings (Triages) within products for production specialist as per target Inform client about the triages being conducted Undertake product trainings to stay current with product features, changes and updates Enroll in product specific and any other trainings per client requirements/recommendations Identify and document most common problems and recommend appropriate resolutions to the team Update job knowledge by participating in self learning opportunities and maintaining personal networks Deliver NoPerformance ParameterMeasure 1ProcessNo. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback, NSAT/ ESAT 2Team ManagementProductivity, efficiency, absenteeism 3Capability developmentTriages completed, Technical Test performance Mandatory Skills: SSIS.Experience5-8 Years.

Role Purpose The purpose of the role is to support process delivery by ensuring daily performance of the Production Specialists, resolve technical escalations and develop technical capability within the Production Specialists. Do Oversee and support process by reviewing daily transactions on performance parameters Review performance dashboard and the scores for the team Support the team in improving performance parameters by providing technical support and process guidance Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions Ensure standard processes and procedures are followed to resolve all client queries Resolve client queries as per the SLAs defined in the contract Develop understanding of process/ product for the team members to facilitate better client interaction and troubleshooting Document and analyze call logs to spot most occurring trends to prevent future problems 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 monitoring compliance with service agreements Handle technical escalations through effective diagnosis and troubleshooting of client queries Manage and resolve technical roadblocks/ escalations as per SLA and quality requirements If unable to resolve the issues, timely escalate the issues to TA & SES Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions Troubleshoot all client queries in a user-friendly, courteous and professional manner 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 people capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Mentor and guide Production Specialists on improving technical knowledge Collate trainings to be conducted as triage to bridge the skill gaps identified through interviews with the Production Specialist Develop and conduct trainings (Triages) within products for production specialist as per target Inform client about the triages being conducted Undertake product trainings to stay current with product features, changes and updates Enroll in product specific and any other trainings per client requirements/recommendations Identify and document most common problems and recommend appropriate resolutions to the team Update job knowledge by participating in self learning opportunities and maintaining personal networks Deliver NoPerformance ParameterMeasure 1ProcessNo. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback, NSAT/ ESAT 2Team ManagementProductivity, efficiency, absenteeism 3Capability developmentTriages completed, Technical Test performance Mandatory Skills: Performance Engineering for SAP.Experience5-8 Years.

Role Summary We are looking for a dynamic and experienced Head of Technical Capability Building to design and lead a comprehensive skill development engine for our operations organisation. This role will be responsible for creating a structured, scalable, and business-aligned approach to building capability across three key pillars: Technical capability - mastering tools, platforms, automation Functional capability strengthening financial modelling, equity research, sector expertise Process capability improving SOP adherence, execution discipline, SLA and accuracy metrics This role will require this individual to set the vision, create the systems, and execute hands-onpartnering closely with stakeholders to embed learning. Key Responsibilities 1. Build and Lead the Capability Strategy Develop the overall roadmap for technical, functional, and process capability building across the operations team. Establish role-specific learning paths (e.g., analyst, reviewer) that are tightly integrated with operational KPIs such as accuracy, turnaround time, SLA achievement etc. 2. Drive Functional and Domain Excellence Build capability in financial modelling, industry-specific KPIs, and equity research fundamentals. Partner with internal domain leaders to continuously refresh and deepen functional knowledge aligned to customer needs. 3. Strengthen Operational Process and SOP Adherence Institutionalize learning on standard operating procedures, quality checks, reviewer workflows, and handoff processes. Diagnose process gaps by analysing performance data and rework trendsthen translate insights into targeted interventions. 4. Enable Platform and Tool Proficiency Ensure every analyst is proficient in using company's internal proprietary platforms and systemstranslating product updates into easy-to-digest learning modules. Partner with Product and Engineering to anticipate change and proactively prepare teams for adoption. Create simulation-based learning environments where teams can practice updates without delivery risk. 5. Upskill in Automation and Efficiency Drive awareness and usage of automation tools, Excel shortcuts, scripting basics, macros, or workflow optimizations to enhance speed and reduce manual effort. Promote a problem-solving mindsetempowering analysts to think beyond execution and contribute to operational innovation. 6. Define and Measure Impact Create and track metrics to assess capability effectiveness, including Time to productivity, accuracy rates, SLA adherence, Platform adoption and efficiency improvements 7. Build and Scale a High-Impact Capability Team recruit and lead a high-performing team of technical trainers, and enablement specialists. Build a scalable infrastructure for deliveryincluding documentation, knowledge bases, learning portals, simulations, and role-based assessments. Qualifications 10+ years of experience in technical learning, operational enablement, or capability building in a KPO, GCC, equity research, or financial operations environment. Strong understanding of financial analysis, modelling workflows, reviewer dynamics, and SLA-driven delivery. Proven track record of building programs that deliver measurable improvements in accuracy, process efficiency, and functional confidence. Exceptional cross-functional collaboration and stakeholder alignment skills. Strategic thinker with hands-on execution mindset—can build systems and get into the details when needed. Interested candidates can share their cv at radhika@beanhr.com

Role Purpose The purpose of the role is to drive and improve delivery for mega-gamma/ key growth accounts by providing innovative solutions through automation and next generation technologies, ensuring right talent supply chain to enhance customer satisfaction and lead organic growth. Do Delivery Management Ensure seamless delivery of projects in a Mega Gamma/ Key Growth Account Drive and deploy account/ project delivery structure by evaluating the budget, costs, risks and staffing requirement Ensure 100% compliance to Project SLAs, information security protocols etc (all customers contractual obligations) Monitor and take appropriate actions on internal and external audit findings to ensure no major non-compliance/ deviation from the SLA Ensure adherence to program/ project charter in terms of schedule, quality, efforts and cost Drive account health across projects by conducting periodic cadence with the quality team to take proactive measures to resolves issues/ possible escalations Conducts periodic cadence with Workforce Management Group (WMG) to ensure 100% fulfillment as per the account/ project requirement Regularly audit quality (QA) status of delivery and engage QA team to ensure adherence to Quality Assurance standards and processes Collaborate and influence internal key stakeholders to ensure fulfillment, technology support and flawless delivery of projects Client Relationship Management Engage with client to opportunities to deploy multiple solutions within/ across SLs to create a stronger value proposition for clients and enhance share of business Conduct regular customer connects (meetings/ visits/ video-conference) and Management Review Meetings (MRM) with client management/engagement managers to understand customers current and future needs and seek feedback to improve delivery methodology/ timelines/ resource allocation Identify and close early warnings on a project to avoid any customer escalations Plan and conduct Quarterly Business Reviews (QBR) with the client management/ leadership team to drive improvement actions and mine for a new portfolio/ opportunity within the account Design, monitor and share account performance dashboards/ reports with the clients periodically Drive delivery transformation with client engagement managers to adapt to new delivery models and instill new ways of working in customer organization Share Wipros capability and initiatives that may support/ fulfill customers needs Delivery governance across the accounts/ projects Review MIS and reports to monitor and track overall project/ account delivery management Conduct periodic reviews with the team (DMs/PMs) on operational, quality and fulfillment parameters and new idea generation & its implementation on existing projects Resolve project escalations, potential risks or early warning signs on project delivery to eliminate any revenue leakage Review and monitor revenue allocations/ realization to avoid OB revenue leakage Provide inputs to delivery leadership team on overall delivery performance parameters (project heath, utilization, realization etc) at an account level during reviews highlighting any critical project escalations and potential risks Enable revenue growth of an account within a vertical Identify opportunities for deployment of new technology, growth solutions and services in the account by bringing SL practices/ other capabilities for client solutioning Engage with existing customers to identify new business opportunities and increase the existing portfolio for an account by providing relevant solutions in order to increase delivery driven revenue Support pre-sales team to create and propose relevant solutions to the customer requirements/ request for proposals for a project in an account Support sales team with acquisition and traction of new deals by understanding the customer needs thereby ensuring higher conversion rate Operational Excellence Automation Focus Drive automation charter and related initiatives in an account Develop, drive and deploy automation led solutions and service improvements to deliver value added services to the customers thereby driving customers business forward Deploy next generation hyper automation and crowdsourcing initiatives in coordination with Holmes RO team to enhance productivity, quality and speed of delivery Innovation Focus Deploy new ways of working (Agile, DevOps etc) on the projects to improve quality, delivery speed and productivity parameters Drive value adds and BVMs; showcase them to customer in MRM & QBR to drive growth Plan for periodic idea campaign at account level and share the top ideas with customer during MRM / QBR Drive and deploy Knowledge Management across the account Contribute in internal knowledge sharing initiatives at Wipro by driving internal training sessions, best practices, learnings, value adds and BVMs and deploys best practices in various projects within an account Deploy the Wipros knowledge management portal across the account and monitor & track trainings Capability Development and Talent Pipeline Creation Demand forecasting in line with business requirements Spearhead quarterly demand forecasting and resource planning aligned to requirements of the account/ projects Create and deploy a workplan to fulfil the required demand from all the talent channels including external (lateral, contractors etc) hiring in coordination with WMG/ CWMG and Talent Acquisition team Lead upskilling initiatives across the account Prioritize and identify essential skills required across accounts/ projects to facilitate and drive right supply chain across the account Partner with competency group and talent transformation team to drive upskilling initiatives within an account Support workforce transformation team to identify and deploy multi-skilling upgradation model for all account employees Drive towards 100% mandatory training compliance for the target population within an account Plan and drive rotations for seed positions and ensure replacement plan to be arrived ahead of rotations Quarterly connect with critical talent to understand their aspirations and create their learning maps along with project managers and HRBP Fresher engagement program Ensure a stable arrangement and assimilation of rookie within an account in coordination with competency group team (classroom trainings/ e-learning, certifications, on the job training etc) Mandatory Skills: Project Delivery. Experience: 10 YEARS.

Role Purpose The purpose of this role is to increase revenue, maximize process efficiency & cost-effectiveness, and ensure excellent customer experience, through effective leadership and supervision of daily operations and personnel, strategy planning, contract compliance, resource optimization and capability development for an account. Do Maximize process efficiency and cost effectiveness through strategic planning, contract compliance and governance mechanisms Strategy Planning with Senior Stakeholders & Clients Collaborate with leaders to provide strategic and operational plans associated with the account Plan the strategy for the coming years by identifying new geographies for alternate revenue streams Collaborate with clients and identify countries that need to be mapped to bring revenues for the same product Part of internal WIPRO leadership planning meeting to discuss revenue numbers for the account Report to global delivery account head on status of the account Ensure a deep enough understanding of clients individual experiences to head off potential issues before they become problems Contract compliance & adherence Ensure all SLA parameters are met in the account and maintain a green card at all times Review and drive appropriate actions/ systemic changes on internal and external audit findings to ensure no major non-compliances are cited Monitor and review the account on various delivery parameters to ensure quality delivery as per budget and timelines Delivery governance in the account Understand customer goals and key performance metrics and ensure exceeding those goals throughout the project Ensure a green card for all accounts in terms of performance and quality Monitor and review delivery dashboards/ MIS across accounts to track progress and identify potential red flags Participate and share account performance across operational, quality and fulfillment parameters with internal and external stakeholders Lead and manage project escalations, potential risks or early warning signs on project delivery to eliminate any revenue leakage Ensure regular invoicing as per the contract terms and condition Forecast and track key account metrics Invoicing Timely submission of invoices to the client as defined in the SOW Provide information required and resolve any invoicing issues raised by the client Work with internal teams by supporting activities such as RFP response, doing use capability demonstrations, and participating in the customer calls to sell solutions Identify opportunities for quick wins through automation and related initiatives in the account (wherever applicable) Collect and analyze statistics (costs, customer service metrics etc.) Assume responsibility of budgeting and tracking expenses Ensure outstanding performance against key metrics mentioned in the agreement Regular cadence around contract compliance Evaluate performance with key metrics (accuracy, customer service metrics etc.) Set direction for the team, track progress against targets through regular cadence calls and course correct as required Drive the focus of the team on quality and adherence to contract compliance processes Drive and implement structured cadence around quality, both process and transactional Cadence with delivery lead to ensure margins are met and the account numbers are at par to what is committed Weekly calls with WFM to ensure resource optimization, compliance to the manpower numbers agreed in the contract, future planning in case of ramp ups etc. Resource Allocation & Retention Conduct effective resource planning to maximize the productivity of resources (people, technology etc.) Review and monitor resource planning and fulfillment in line with account requirements and costs of delivery Optimize manpower and minimize leakages by working closely with delivery head Ensure retention by offering relevant trainings and certifications of all allocated resources Lead one-on-one floor connect and other engagement activities to improve stickiness of the delivery team Collaborate and influence internal key stakeholders to manage and resolve issues to ensure fulfillment and flawless delivery of projects Mandatory Skills: Institutional_Finance_Buy_Side_Others.

Role Purpose The purpose of the role is to drive and improve delivery for mega-gamma/ key growth accounts by providing innovative solutions through automation and next generation technologies, ensuring right talent supply chain to enhance customer satisfaction and lead organic growth. Do Delivery Management Ensure seamless delivery of projects in a Mega Gamma/ Key Growth Account Drive and deploy account/ project delivery structure by evaluating the budget, costs, risks and staffing requirement Ensure 100% compliance to Project SLAs, information security protocols etc (all customers contractual obligations) Monitor and take appropriate actions on internal and external audit findings to ensure no major non-compliance/ deviation from the SLA Ensure adherence to program/ project charter in terms of schedule, quality, efforts and cost Drive account health across projects by conducting periodic cadence with the quality team to take proactive measures to resolves issues/ possible escalations Conducts periodic cadence with Workforce Management Group (WMG) to ensure 100% fulfillment as per the account/ project requirement Regularly audit quality (QA) status of delivery and engage QA team to ensure adherence to Quality Assurance standards and processes Collaborate and influence internal key stakeholders to ensure fulfillment, technology support and flawless delivery of projects Client Relationship Management Engage with client to opportunities to deploy multiple solutions within/ across SLs to create a stronger value proposition for clients and enhance share of business Conduct regular customer connects (meetings/ visits/ video-conference) and Management Review Meetings (MRM) with client management/engagement managers to understand customers current and future needs and seek feedback to improve delivery methodology/ timelines/ resource allocation Identify and close early warnings on a project to avoid any customer escalations Plan and conduct Quarterly Business Reviews (QBR) with the client management/ leadership team to drive improvement actions and mine for a new portfolio/ opportunity within the account Design, monitor and share account performance dashboards/ reports with the clients periodically Drive delivery transformation with client engagement managers to adapt to new delivery models and instill new ways of working in customer organization Share Wipros capability and initiatives that may support/ fulfill customers needs Delivery governance across the accounts/ projects Review MIS and reports to monitor and track overall project/ account delivery management Conduct periodic reviews with the team (DMs/PMs) on operational, quality and fulfillment parameters and new idea generation & its implementation on existing projects Resolve project escalations, potential risks or early warning signs on project delivery to eliminate any revenue leakage Review and monitor revenue allocations/ realization to avoid OB revenue leakage Provide inputs to delivery leadership team on overall delivery performance parameters (project heath, utilization, realization etc) at an account level during reviews highlighting any critical project escalations and potential risks Enable revenue growth of an account within a vertical Identify opportunities for deployment of new technology, growth solutions and services in the account by bringing SL practices/ other capabilities for client solutioning Engage with existing customers to identify new business opportunities and increase the existing portfolio for an account by providing relevant solutions in order to increase delivery driven revenue Support pre-sales team to create and propose relevant solutions to the customer requirements/ request for proposals for a project in an account Support sales team with acquisition and traction of new deals by understanding the customer needs thereby ensuring higher conversion rate Operational Excellence Automation Focus Drive automation charter and related initiatives in an account Develop, drive and deploy automation led solutions and service improvements to deliver value added services to the customers thereby driving customers business forward Deploy next generation hyper automation and crowdsourcing initiatives in coordination with Holmes RO team to enhance productivity, quality and speed of delivery Innovation Focus Deploy new ways of working (Agile, DevOps etc) on the projects to improve quality, delivery speed and productivity parameters Drive value adds and BVMs; showcase them to customer in MRM & QBR to drive growth Plan for periodic idea campaign at account level and share the top ideas with customer during MRM / QBR Drive and deploy Knowledge Management across the account Contribute in internal knowledge sharing initiatives at Wipro by driving internal training sessions, best practices, learnings, value adds and BVMs and deploys best practices in various projects within an account Deploy the Wipros knowledge management portal across the account and monitor & track trainings Capability Development and Talent Pipeline Creation Demand forecasting in line with business requirements Spearhead quarterly demand forecasting and resource planning aligned to requirements of the account/ projects Create and deploy a workplan to fulfil the required demand from all the talent channels including external (lateral, contractors etc) hiring in coordination with WMG/ CWMG and Talent Acquisition team Lead upskilling initiatives across the account Prioritize and identify essential skills required across accounts/ projects to facilitate and drive right supply chain across the account Partner with competency group and talent transformation team to drive upskilling initiatives within an account Support workforce transformation team to identify and deploy multi-skilling upgradation model for all account employees Drive towards 100% mandatory training compliance for the target population within an account Plan and drive rotations for seed positions and ensure replacement plan to be arrived ahead of rotations Quarterly connect with critical talent to understand their aspirations and create their learning maps along with project managers and HRBP Fresher engagement program Ensure a stable arrangement and assimilation of rookie within an account in coordination with competency group team (classroom trainings/ e-learning, certifications, on the job training etc) Mandatory Skills: Delivery Management.

Role description: This is a key role within the Global Excellence Centre supporting the global Services strategy and excellence. This is achieved through being driving excellence in GEC service delivery within the service area, positioning GEC in the global business as a centre of excellence and supporting the implementation of the global S&A strategy. This is pivotal in ensuring capability excellence drives service delivery quality, driving sustainability into focus areas and ensuring the organization and reusability of data. This is a full-time role and reports directly to the GEC Business Area Director / GEC Director, with a dotted reporting line to the GBA Service Director. Role accountabilities: Standardization & Automation of Service Delivery Develop and implement standards ways of working for the Service Line, including governance and assurance across the discipline using standardized process and best practices. Full alignment required with the Global Procedures. Agree the standard role for GEC within the service delivery, and influence the alignment of this across the global business with the GBA Service Director Own the standardized approaches in GEC, and lead continuous improvement Provide assurance to the business area that standards are being delivered, adopted and complied with. Identify, develop, and deploy automated solutions to repeatable processes which improve efficiency and lower our cost of delivery for Service Line Contribute to continued development and deployment of service based digital tools. Drive best practices and knowledge to enhance the adoption of digital tools and products within BAs Quality / Service Excellence Support the Service Transition Director migrating prioritized activities from country to GEC Develop service delivery plan, setting high standards of service quality, leading to improved client (and GBA partners) satisfaction. Drive the discipline into using optimized ways of working Provide and stimulate Service Leadership in projects with a strong focus on Quality, Assurance & compliance. Understand GEC service delivery, as outlined by designated roles in Global Procedures, and help ensure that the planning of GEC project contributions aligns with this framework. Capability Development Contribute to strategic and long-term requirements for skills and capabilities for the service discipline, based on identified gaps between current and future needs. Build GEC competence & (additional) skills in line with future Service & Client need, to support growth, efficiency, effectiveness, and scale. Influence GEC leadership to create sufficient technical and digital leadership across the GEC service discipline to help attract improved work diet from countries. Promote knowledge sharing through webinars, workshops, presentations etc. Connected Data Develop strategies for selecting, storing, maintaining and reusing data in our service delivery. Showcase best practices of extracting value by reusing data and/or using the value from available data. Actively participate in relevant global communities regarding data. Sustainability Drive Sustainability in our Service Delivery through sharing of best practices, Identify opportunities for sustainability to be part of our service delivery. Organization Establish a GEC network of SMEs to help drive required outcomes of the role. Actively participate in relevant global service communities, such as SEGs and COPs. Growth Participate, if applicable, in tenders and global accounts, promoting and optimizing GEC adoption. Contribute to development of global value propositions to be used for MtO phase and Key Clients including digital and sustainable solutions. Act as advocate for GEC in global communities. Develop capability statements for GEC including best practices. Partner with Discipline Director to develop growth plan for respective service in collaboration with BAs, based upon their market requirements. Contribute to enhancing the commercial awareness skills of senior GEC staff to empower their effective participation in pursuits. GEC Contribution Contribute to improved GEC contribution by influencing and operationalising standard work splits between BA and GEC that help set contribution targets. Key shared accountabilities GEC capability development strategy Prioritized Automation initiatives Interact with GEC Automation leads to support development of automated solutions and digital tools Interact with Digital Intelligence product teams to align automated solutions and client facing solutions Interact with BIM and Design Automation Leads to support development of automated solutions and digital tools. Interact with GEC Quality Director on delivery of high quality service delivery. Interact with Discipline Director and Business Development Director on Growth and GEC Contribution. Develop GEC data strategy in collaboration with GEC S&A and Data Director (aligned to global strategy) Decision rights Drives efficiency through standardization and automation of service delivery Executes discipline strategy across GECs, implementing processes, procedures, and tools for delivery Leadership of GEC service group(s) and communities to drive best practice and knowledge sharing Drives service community to enhance capability development & technical skillset in line with professional standards Support development and implement service based digital tools Important Metrics Adoption of Global Procedures and digital tools Efficiency through standardization & automation Quality of project deliverables Implementation of tailored training plan Qualifications & Experience: Significant professional experience in the service (15 years or more), ideally with experience globally and working to different standards and practices Excellent influencing and collaboration skills at a strategic level as well as leadership at a detailed service level Strategic mindset, collating information across the business and developing opportunities to benefit the service, Arcadis and our clients Ability to coach and bring out the best in your teams Strong interpersonal skills and technical expertise to draw a following and build and maintain relationships across the business Driven to achieve outcomes- taking ownership of challenges and working to resolve in a collaborative way Ability to see from others perspectives Able to lead service expert groups where required and guide on content and topics to support service development within GEC and to a growing extent, globally This person is also expected to take an active role in mentoring and sponsoring people in your service and to support communities and social activities that show good leadership and support Arcadis sustainability objectives Be curious: Demonstrate and develop curiosity in oneself and others; bringing clients and Arcadians on a journey of discovery and co-creation. Have a global, strategic, and future thinking mindset. Are digitally-savvy, entrepreneurial and innovative. Build organizational networks that are value-adding, engaging and purposeful. Incorporate a human-centric, experimentation and continuous learning mindset to lead innovation and transformation. Actively engage diverse points of view and manage healthy issues-based conflict. Drive success: Create a sense of shared ownership and accountability balancing this with decisiveness and holding others to account for delivery. Take ownership for own responsibility, creating clarity and motivating and aligning others. Internalize organizational goals, making them ones own personal stretch goals. Are outcomes focused and tackle challenges head-on. Demonstrate commercial acumen in general, and specifically with regards to sustainable solutions. Actively shape the future of the organization. Ignite passion: Personally role model own commitment to improving quality of life and putting sustainability at the core. Apply an adaptive style to engagement that is culturally sensitive and appeals to the personal needs of others. Bring clarity and manage anxiety in others, through clear communication and inspiring storytelling. Integrate their work, helping others make the connection between their work and the bigger picture. Maintain personal resilience and rebound from setbacks and help others to do the same.

Role Summary We are looking for a dynamic and experienced Head of Technical Capability Building to design and lead a comprehensive skill development engine for our operations organisation. This role will be responsible for creating a structured, scalable, and business-aligned approach to building capability across three key pillars: Technical capability - mastering tools, platforms, automation Functional capability strengthening financial modelling, equity research, sector expertise Process capability improving SOP adherence, execution discipline, SLA and accuracy metrics This role will require this individual to set the vision, create the systems, and execute hands-onpartnering closely with stakeholders to embed learning. Location: Noida Reports to: Head of India Key Responsibilities 1. Build and Lead the Capability Strategy Develop the overall roadmap for technical, functional, and process capability building across the operations team. Establish role-specific learning paths (e.g., analyst, reviewer) that are tightly integrated with operational KPIs such as accuracy, turnaround time, SLA achievement etc. 2. Drive Functional and Domain Excellence Build capability in financial modelling, industry-specific KPIs, and equity research fundamentals. Partner with internal domain leaders to continuously refresh and deepen functional knowledge aligned to customer needs. 3. Strengthen Operational Process and SOP Adherence Institutionalize learning on standard operating procedures, quality checks, reviewer workflows, and handoff processes. Diagnose process gaps by analysing performance data and rework trends—then translate insights into targeted interventions. 4. Enable Platform and Tool Proficiency Ensure every analyst is proficient in using company's internal proprietary platforms and systems—translating product updates into easy-to-digest learning modules. Partner with Product and Engineering to anticipate change and proactively prepare teams for adoption. Create simulation-based learning environments where teams can practice updates without delivery risk. 5. Upskill in Automation and Efficiency Drive awareness and usage of automation tools, Excel shortcuts, scripting basics, macros, or workflow optimizations to enhance speed and reduce manual effort. Promote a problem-solving mindset—empowering analysts to think beyond execution and contribute to operational innovation. 6. Define and Measure Impact Create and track metrics to assess capability effectiveness, including Time to productivity, accuracy rates, SLA adherence, Platform adoption and efficiency improvements 7. Build and Scale a High-Impact Capability Team recruit and lead a high-performing team of technical trainers, and enablement specialists. Build a scalable infrastructure for delivery—including documentation, knowledge bases, learning portals, simulations, and role-based assessments. Qualifications 10+ years of experience in technical learning, operational enablement, or capability building in a KPO, GCC, equity research, or financial operations environment. Strong understanding of financial analysis, modelling workflows, reviewer dynamics, and SLA-driven delivery. Proven track record of building programs that deliver measurable improvements in accuracy, process efficiency, and functional confidence. Exceptional cross-functional collaboration and stakeholder alignment skills. Strategic thinker with hands-on execution mindset—can build systems and get into the details when needed. Interested candidates can share their cv at sanjana@beanhr.com

About The Role : Role Purpose The purpose of the role is to support process delivery by ensuring daily performance of the Production Specialists, resolve technical escalations and develop technical capability within the Production Specialists. Do Oversee and support process by reviewing daily transactions on performance parameters Review performance dashboard and the scores for the team Support the team in improving performance parameters by providing technical support and process guidance Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions Ensure standard processes and procedures are followed to resolve all client queries Resolve client queries as per the SLAs defined in the contract Develop understanding of process/ product for the team members to facilitate better client interaction and troubleshooting Document and analyze call logs to spot most occurring trends to prevent future problems 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 monitoring compliance with service agreements Handle technical escalations through effective diagnosis and troubleshooting of client queries Manage and resolve technical roadblocks/ escalations as per SLA and quality requirements If unable to resolve the issues, timely escalate the issues to TA & SES Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions Troubleshoot all client queries in a user-friendly, courteous and professional manner 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 people capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Mentor and guide Production Specialists on improving technical knowledge Collate trainings to be conducted as triage to bridge the skill gaps identified through interviews with the Production Specialist Develop and conduct trainings (Triages) within products for production specialist as per target Inform client about the triages being conducted Undertake product trainings to stay current with product features, changes and updates Enroll in product specific and any other trainings per client requirements/recommendations Identify and document most common problems and recommend appropriate resolutions to the team Update job knowledge by participating in self learning opportunities and maintaining personal networks Deliver NoPerformance ParameterMeasure 1 ProcessNo. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback, NSAT/ ESAT 2 Team ManagementProductivity, efficiency, absenteeism 3 Capability developmentTriages completed, Technical Test performance Competencies Collaborative Working Learning Agility Problem Solving & Decision Making Effective communication