About the Role:

Wipro is looking for a Senior Analyst to provide effective technical support to business processes and ensure timely resolution of client issues. This role requires a customer-focused professional who can manage technical queries, ensure service level adherence, and contribute to continuous process improvements.

Responsibilities:

• Manage process transactions as per required quality standards.
• Handle incoming client requests via telephone and email courteously and professionally.
• Document end-user details, problem description, and resolution actions.
• Update availability in internal systems to maintain process productivity.
• Record and track all queries and steps taken towards resolution.
• Follow standard operating procedures to resolve client queries.
• Meet SLAs defined in client contracts for issue resolution.
• Access and maintain knowledge bases and FAQs to improve troubleshooting effectiveness.
• Develop expertise in relevant products to enhance client interactions.
• Analyze call logs to identify recurring issues and propose preventive solutions.
• Maintain and update self-help documents for customers.
• Identify critical issues and escalate them to team leads when necessary.
• Ensure all regulatory and product disclosures are provided during client interactions.
• Deliver exceptional customer service through effective diagnosis and resolution of client queries.
• Guide clients through product features and navigation.
• Maintain records of client interactions per standard procedures.
• Provide alternative solutions to clients to retain business.
• Communicate ideas effectively and professionally.
• Follow up with clients to ensure resolution and satisfaction.
• Participate in product trainings and knowledge enhancement sessions.
• Collaborate with team leaders to identify and address training needs.
• Continuously update skills and product knowledge through self-learning and networking.

Performance Deliverables:

• Timely resolution of cases per day, adherence to process and quality standards, meeting SLAs, customer satisfaction feedback.
• Productivity, efficiency, attendance, training hours, and completion of technical certifications.

Key Technical Skills:

Institutional Finance (Buy Side)

Requirements:

• 3–5 years of experience in Institutional Finance or similar roles.
• Strong analytical and problem-solving skills.
• Experience in managing client queries and providing technical support.
• Proficiency in documenting processes and maintaining logs.
• Strong communication skills, both written and verbal.
• Ability to work independently and as part of a team.
• Comfortable working in a fast-paced environment and handling multiple tasks.
• Proficiency in Microsoft Office tools.
• Ability to learn quickly and adapt to new technologies and processes.

About Wipro:

Wipro Limited is a leading technology services and consulting company helping clients achieve complex digital transformation goals. With over 230,000 employees across 65 countries, Wipro combines consulting, design, engineering, and operations to help clients build future-ready, sustainable businesses.

Our Values and Commitment:

Wipro is an Equal Opportunity Employer and welcomes applications from people with disabilities. We are committed to creating a diverse, inclusive, and accessible workplace, providing reasonable accommodations as needed during the recruitment process.