Job Opportunity - Senior Business Analyst GEP

3.0 - 8.0 years

7 - 16 Lacs

navi mumbai, mumbai (all areas)

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Role & responsibilities Senior Business Analyst is primarily responsible for constructing and maintenance of Business and Technical requirement documents with the customers and internal GEP resources. Will assist with all aspects of a deployment including (but not limited to): process configuration, feature/functionality demos, user interface configuration, user and supplier set-up. To act as a liaison between the customer and various groups within GEP such as Technical Support, Sales, Engineering, and Product Management. Customer Focus Business analyst co-owns the responsibility of customer satisfaction with the project manager, during the successful deployment of solutions. Builds solution, customer, and industry knowledge by leveraging the appropriate resources (internally at GEP and externally at the client). Provide solutions wherever feasible, from the perspective of SMART. Teamwork Executes with minimal guidance and shows strong initiative. Maintains regular communication with team members (e.g., face-to-face, via voicemails, emails) especially across multiple solution deployments so everyone understands status of project. Preferred candidate profile 3+ years of relevant experience in product implementation Good communication skills and the ability to liaise with various internal teams Ability to document action items and drive them to completion Willingness to drive work to completion irrespective of the odds Ability to comprehend business problems and present the needed solution to the customer

Posted 3 weeks ago

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Technical Lead - L1 Wipro

5.0 - 8.0 years

7 - 10 Lacs

Hyderabad

Work from Office

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: Coupa Implementation.

Posted 3 months ago

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