Production Specialist - L4
Wipro
10 - 12 years
Gurugram
Posted: 4/15/2025
Job Description
Key Responsibilities:
- The candidate will need to review the daily tasks of team members as outlined below:
- Daily journal entries for their respective entities
- Review the monthly/quarterly work papers
- Review quarterly Capital Account Statements
- The candidate will be responsible for the work allocation and deliverable management of 20+ analysts.
- The candidate will need to liaise with the on-shore counterparts in NY, in order to set the deliverable time lines and expectations around the deliverables and ensure the deadlines are met.
- Implement process improvements to reduce production times and increase accuracy
- Act as a single point of contact at COE for issues like trouble shooting and training new joiners.
- Manage and execute conversion of Private Equity Funds from other accounting applications to Investran
- Customize the reports on Investran and other accounting ERP and support the client requirements
- Review Limited Partner and General Partners/Shareholder Allocation, calculations/schedules-includes review of Admin/Management fees/Waterfall/Claw back calculations etc.
Desired Candidate Profile:
- Candidate must be a Post Graduate or a CA or CFA, with knowledge of accounting and finance.
- 10-12 years of fund accounting experience
- Fluent in English
- Strong project management skills
- Attention to detail
- Team player
- Strong analytical skills
- Strong Microsoft Office skills (MS Excel, MS PowerPoint and MS Word)
- Knowledge and experience with Investran and Anaplan will be an advantage
- Possess strong analytical, problem solving, critical thinking and decision-making skills, multitask and deliver under tight deadlines.
- The profile involves effective communication across Clients’ facilities globally and hence possessing excellent interpersonal and communication skills in verbal and written English is a must.
- A demonstrated ability to write effectively and summarize large amounts of information succinctly and quickly
- A desire to work in an international team environment, often under pressure and with multiple stakeholders
- Team handling experience is must.
Job Description
Role Purpose
The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs.
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Do
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Support process by managing transactions as per required quality standards
- Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner
- Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue
- Update own availability in the RAVE system to ensure productivity of the process
- Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions
- Follow standard processes and procedures to resolve all client queries
- Resolve client queries as per the SLAâs defined in the contract
- Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients
- Identify and learn appropriate product details to facilitate better client interaction and troubleshooting
- Document and analyze call logs to spot most occurring trends to prevent future problems
- Maintain and update self-help documents for customers to speed up resolution time
- 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 complying with service agreements
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Deliver excellent customer service through effective diagnosis and troubleshooting of client queries
- Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
- Assist clients with navigating around product menus and facilitate better understanding of product features
- Troubleshoot all client queries in a user-friendly, courteous and professional manner
- Maintain logs and records of all customer queries as per the standard procedures and guidelines
- Accurately process and record all incoming call and email using the designated tracking software
- Offer alternative solutions to clients (where appropriate) with the objective of retaining customersâ and clientsâ 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
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Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client
- Undertake product trainings to stay current with product features, changes and updates
- Enroll in product specific and any other trainings per client requirements/recommendations
- Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client
- Update job knowledge by participating in self learning opportunities and maintaining personal networks
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Deliver
| No | Performance Parameter | Measure |
| 1 | Process | No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback |
| 2 | Self- Management | Productivity, efficiency, absenteeism, Training Hours, No of technical training completed |
About Company
Wipro Limited is a global information technology, consulting, and business process services company based in India. Founded in 1945, Wipro provides a wide range of services, including software development, IT infrastructure management, and business consulting. The company serves various industries, such as banking, healthcare, and manufacturing, and is known for its focus on innovation and sustainability. With a presence in over 50 countries, Wipro is recognized for its commitment to quality and customer satisfaction.
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