Wipro BPS - Client Servicing

Client servicing

Key Accountabilities :

- Responsible for managing various Client Servicing projects at offshore.

- Monitor and measure effectiveness of Client Servicing initiatives and provide a periodic update to process Owners.

- Utilize a variety of the training methodologies, techniques, concepts, learning tools, and practices to ensure maximum effectiveness of training programs.

- Coordinate and report a detailed analysis of the CSAT & reverse CSAT on periodic intervals.

- Liaise with Service Delivery Managers & their delegates to ensure adherence to CSAT action plans.

- Ensure that the quarterly newsletter is released to Senior Management at WIPRO .

- Partner with individual departments to outline deliverables, expectations and risks, to include specific training needs for staff

- Proactively work with the Management team to identify and enhance Client Experience opportunities.

- Coordinate with Wipro L&D teams to ensure that the relevant training is conducted for Operations teams as applicable.

Skill Sets:

- Graduate with at least 8 years of work experience in Learning & Development or Client Servicing roles.

- Minimum 5 years experience as a trainer or as a customer service specialist; preferably in a supervisory or management position.

- High energy, enthusiastic, motivational training style

- Excellent creative and conceptual thinking abilities

- Strong communication skills, both verbal and written.

- Computer literate with basic knowledge of MS office and web based systems; visual aids technology.

- Strong history of executing the vision of senior management.

- Strong organizational, planning, project management, problem resolution, communication, presentations, facilitation, and influencing skills required.

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