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.
xcdx8f
ob Location: Gurgaon and Mumbai
Time: 2:00 PM-11:30 PM
WFO Only
JOB DESCRIPTION:
Responsibilities:

• Hands on experience with asset servicing, processing principal activities like Drawdown, Paydown, Interest in Geneva
• Reconcile cash and positions across all funds on daily basis using DUCO platform
• Reviewing upcoming activities exceptions from Geneva - WSO accelerator, contract modifications as per the agent notices.
• Work across multiple groups to troubleshoot technical and accounting problems
• Ensure all the activities are processed and updated in Geneva. Reach out to Agents / Trustee / Internal team for resolving exceptions on daily basis.
• Escalation of unresolved cash and position breaks to Manager and onshore team
• Create SOP and participate in training program
• Liaise with global teams and support ongoing projects, system integration, perform UAT, as needed

Desired Candidate Profile:

• Knowledge of Syndicated Bankloan/ Private Credit / CLO's
• Processing experience of using Geneva as a software tool for Syndicated Bankdebt Module
• Reconciliation experience of Cash and Position using DUCO or any other Recon platform
• Hands on experience of processing activities manually in Geneva related to Credit Facilities in Geneva
• Awareness of Agents Banks, Trustee's and Custodian role in supporting Private Credit

• Strong Microsoft Office skills (MS Excel, MS PowerPoint and MS Word) with high proficiency in Microsoft Excel

• Highly motivated and the ability to effectively work as an individual contributor and 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 stakeholder

xcdx8f
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 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

xcdx8f
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

xcdx8f
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
If you encounter any suspicious mail, advertisements, or persons who offer jobs at Wipro, please email us at . 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 .
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.