Subject matter expert - #25186

Wipro Limited

Date: 2 weeks ago
City: Al Khobar
Contract type: Full time
  • Khobar, Saudi Arabia
  • Tech Hiring
  • 3053682

Job Description

Role Purpose

The purpose of this role to deliver great customer service/experience by effectively acknowledging, tracking, and prioritizing all client cases as per the regulatory guidelines, and ensuring resolution as per the defined SLAs, by allocating the same to the relevant support team.


  • Ensure operational excellence through contract and regulatory compliance, effective case acknowledgment, tracking, prioritization, system updation, and reporting
    • Acknowledge client cases as per the SLA’s defined in the contract
    • Access client tool and log all incoming client cases accurately on the internal tool as per contract
    • Accurately document all pertinent case information such as case number, case type, etc. of daily cases received
    • Follow standard processes and procedures to track and prioritize all client cases
    • Accurately update the internal tool with daily cases and forward the same to respective agents and QAs
    • Access and maintain internal knowledge bases, resources and frequently asked questions to aid in effective case logging and prioritization
    • Maintain and timely update internal tool for agents to speed up response time
    • Identify red flags and escalate serious client issues to Team leader in cases of non-compliance and untimely resolution
    • Ensure all client information, disclosures and regulatory changes are given to agents and QA’s on a regular basis
    • Monitor compliance with service agreements to avoid legal challenges
    • Share recorded case logs and status reports with clients and supervisors on a daily basis

  • Deliver excellent customer service through effective understanding of client tool, accurate case logging and prioritization as per regulatory guidelines
    • Serve as the primary point of contact for accessing cases pertaining to a specific client using designated client tool
    • Develop deep understanding and use of client tool to effectively perform day today duties
    • Access client tool and acknowledge to the client the receipt of the cases as per the SLA’s defined in the contract
    • Accurately document all pertinent case information such as case number, case type, etc. on a daily basis for all cases received
    • Prioritize cases on the levels of urgency and complexity as per the regulatory guidelines defines by the client
    • Accurately extract case information and create an excel listing cases along with relevant information pertaining to the cases
    • Maintain logs and records of all client cases as per the standard procedures and guidelines
    • Collaborate with client and undergo trainings on any new regulatory guidelines for a particular client process and implement the same on all cases

  • Ensure allocation and resolution of client cases as per the defined SLAs by accurately updating internal tools, training sessions on new regulations and regular reporting
    • Ensure allocation of cases to agents and QAs by accurately recording all client cases on the designated internal tracking software
    • Maintain tracker of all cases received along with the allocation information for reporting purposes
    • Ensure all client cases are resolved as per the defined SLA’s and regulatory guidelines defined by the client
    • Maintain and share the resolution status report with supervisor and client on a daily basis
    • Share the hourly productivity update report with supervisors and clients on a daily basis
    • Undertake client training on specific tool features and/or any other regulatory changes introduced by client/govt.
    • Conduct training sessions for agents and QA ensuring the regulatory changes have been effectively communicated to all agents and QAs
    • Ensure new regulatory guidelines are implemented all client processes to avoid penalties and non-compliance
    • Liaise between the client and internal teams on escalations of serious issues and unique queries
    • Follow up with agents and QAs to record feedback and ensure compliance to contract SLA’s and regulations
    • Interact and engage with the client and internal stakeholders to communicate and update progress against a particular case
  • Build capability to ensure operational excellence and maintain superior customer service levels for the existing client
    • Undertake trainings to stay current with any new features, changes and updates on client tool
    • Enroll in product specific and any other trainings per client requirements/recommendations
    • Conduct training sessions for Agents and QAs on any new regulatory guideline that needs to be applied to any process urgently
    • Identifying and document most common problems and recommend appropriate changes to the team leader
    • Updates job knowledge by participating in self learning opportunities and maintaining personal networks

Stakeholder Interaction

Stakeholder Type

Stakeholder Identification

Purpose of Interaction


Team Leaders

Process Improvements, Reporting

Agents & QA’s

Case logging, forwarding, resolution

Training Team

Capability development


Case resolution & response time



Case tracking, reporting, acknowledgement, case prioritization as per regulatory guidelines, trainings & certifications


Lists the competencies required to perform this role effectively:

  • Functional Competencies/ Skill
    • Process/ technical Knowledge – Knowledge of process, process and tools - Expert

Competency Levels


Knowledgeable about the competency requirements. Demonstrates (in parts) frequently with minimal support and guidance.


Consistently demonstrates the full range of the competency without guidance. Extends the competency to difficult and unknown situations as well.


Applies the competency in all situations and is serves as a guide to others as well.


Coaches others and builds organizational capability in the competency area. Serves as a key resource for that competency and is recognized within the entire organization.

  • Behavioral Competencies
    • Collaborative working
    • Problem solving and decision making
    • Attention to Detail
    • Execution Excellence
    • Stakeholder Management
    • Client (Internal) Centricity
    • Effective Communication



Performance Parameter




Case prioritization as per client SLA and regulations, resolution time, penalties due to non-compliance



PCSAT and ACSAT score, Pulse score, Customer cases – received, time to forward, time-to-closure, customer references, positive customer feedback


Account Management

no. of cases forwarded to support staff, no. of cases resolved per day, accurate reporting, prioritizing cases as per regulations


Team Management

Training Hours, No of technical training completed, no. of trainings conducted


If you encounter any suspicious mail, advertisements, or persons who offer jobs at Wipro, please email us at [email protected]. Do not email your resume to this ID as it is not monitored for resumes and career applications.

Any complaints or concerns regarding unethical/unfair hiring practices should be directed to our Ombuds Group at [email protected]

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law

Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity.

How to apply

To apply for this job you need to authorize on our website. If you don't have an account yet, please register.

Post a resume

Similar jobs

Senior Consultant, Financial Accounting Advisory Services - Al Khobar/Jeddah

EY, Al Khobar
5 days ago
Senior Consultant, Financial Accounting Advisory Services In Financial Accounting Advisory Services (FAAS) within Assurance, we assist our clients to address the accounting and financial reporting challenges facing their business. You will be part of a team that provides insight and services that accelerate analytics, decision-making and innovation to build a stronger and more efficient finance function. You will experience ongoing...

Senior Project Manager/مدير مشروع أول - Worley

Talent Pal, Al Khobar
5 days ago
مدير مشروع كبير - AL 03DB الشركة: وورلي الموقع الرئيسي: SAU-EP-Al Khobar الوظيفة: إدارة المشاريع الجدول الزمني: بدوام كامل نوع الوظيفة: موظف مستوى الوظيفة: ذو خبرة تاريخ النشر: 25 يناير 2024 تاريخ الإزالة: 24 أبريل 2024 عنوان مدير التقارير: مدير المشاريع : بناءً على ماضينا. جاهزون للمستقبل شركة Worley هي شركة خدمات احترافية عالمية لخبراء الطاقة والكيماويات والموارد يقع مقرها...

Senior Sales Engineer

Flowserve Corporation, Al Khobar
1 week ago
Role Summary: As a Senior Sales Engineer, you are responsible for maintaining and developing relationships with key customers and trade organizations, understanding and solidifying purchase agreements, customer alliances and market trends. You will also develop a keen understanding of Flowserve operations to enhance selling effectiveness and coordinate selling efforts with other internal and 3rd party selling channel partners. Your Role:...