SME - L4

The purpose of this role is to deliver exceptional customer service by effectively acknowledging, tracking, and prioritizing all client cases in accordance with regulatory guidelines, ensuring resolution within defined SLAs, and allocating cases to the relevant support team. You will ensure operational excellence through contract and regulatory compliance, effective case acknowledgment, tracking, prioritization, system updation, and reporting. It is essential to accurately document all pertinent case information, update internal tools, maintain knowledge bases, and escalate serious client issues to team leaders when necessary. As the primary point of contact for specific client cases, you will develop a deep understanding of the client tool, accurately log cases per SLAs, prioritize based on urgency and complexity, and maintain detailed case logs. Additionally, you will allocate cases to agents and QAs, ensure timely resolution, share status reports with supervisors and clients, and conduct training sessions on new regulations. To maintain superior customer service levels, you will undertake trainings to stay current with client tools and regulatory changes, identify common problems, recommend changes, and participate in self-learning opportunities. Competencies required for this role include client centricity, passion for results, execution excellence, collaborative working, learning agility, problem-solving, decision-making, and effective communication. Join us at Wipro, a company focused on digital transformation and reinvention. We are looking for individuals who are inspired by constant evolution and empowered to design their own reinvention. Realize your ambitions with us and be part of a purpose-driven business. Applications from people with disabilities are explicitly welcome.,