Wipro Limited (NYSE: WIT) is hiring for the post of Associate Analyst within its Retail Banking Operations team in Mumbai, Maharashtra. This full-time role focuses on banking client support, transaction management, inquiry diagnosis, and adherence to Service Level Agreements (SLAs).
Below is the complete overview of job duties, candidate requirements, key performance parameters, and application instructions.
The Associate Analyst acts as a front-line point of contact for retail banking clients, handling end-to-end transaction queries and technical issue resolution.
Transaction Management & Support:
Helpdesk Operations: Receive and resolve inbound client inquiries via phone and email in a professional, courteous manner.
Service Level Agreement (SLA) Compliance: Resolve client queries within contractually stipulated SLA timelines and document all problem-solving steps in tracking systems.
Logging & Productivity Tracking: Document user information, call logs, and incident trends. Log daily shift availability in systems like RAVE to optimize process productivity.
Customer Service & Troubleshooting:
Diagnosis & Resolution: Perform step-by-step query diagnosis, guiding retail banking users through product menus, features, and self-service tools.
Escalations & Trend Analysis: Identify systemic red flags and escalate complex, unresolved issues to Team Leaders. Analyze recurring logs to prevent future service disruptions.
Follow-Ups: Conduct scheduled follow-ups and callbacks to verify client satisfaction and capture operational feedback.
3. Skill & Eligibility Profile
Mandatory Skill:
Retail Banking Experience / Domain Knowledge: Strong understanding of core retail banking workflows, account management, product disclosures, and compliance guidelines.
Functional & Core Competencies:
Communication Skills: Excellent oral and written communication in English to interact with corporate and individual banking clients.
Analytical Capability: Ability to diagnose system errors, troubleshoot user issues, and navigate tracking software.
Compliance & Quality: Strict adherence to service agreements, product disclosure guidelines, and legal standards.
4. Performance Evaluation Parameters
Wipro evaluates candidates in this role across two primary streams:
Process Metrics: Number of cases resolved per day, compliance to quality standards, process-level SLA fulfillment, client feedback, and Pulse scores.
Self-Management Metrics: Daily productivity, handling efficiency, attendance, completed technical training hours, and skill expansion.
5. How to Apply
Visit the official Wipro Careers portal at [www.wipro.com/careers](https://www.wipro.com/careers).
Search for Associate Analyst – Retail Banking – Mumbai.
Fill out the application form, upload your updated resume highlighting retail banking knowledge, and submit your profile.
