Job Description

Capco, a Wipro company, is a global technology and management consultancy specializing in driving digital transformation in the financial services industry. With a growing client portfolio comprising of over 100 global organizations, Capco operates at the intersection of business and technology by combining innovative thinking with unrivalled industry knowledge to deliver end-to-end data-driven solutions and fast-track digital initiatives for banking and payments, capital markets, wealth and asset management, insurance, and the energy sector. Capco's cutting-edge ingenuity is brought to life through its Innovation Labs and award-winning Be Yourself At Work culture and diverse talent.

Principal Responsibilities

• Supports colleagues and other teams with servicing support for clients and front office users
• Acts as an escalation point and ensures client satisfaction is achieved by leading the teams within its remit to consistently deliver excellent and market leading service
• Own incident and problem resolution, working collaboratively across multiple departments to identify root cause; identify, record and resolve problems; and avoid incidents.
• Drive adoption of initiatives and practices that enable consistent, competitive, service experiences for clients as well as internal stakeholders
• Analyse and optimise products/services workflows and systems to increase customer satisfaction and efficiency
• Reporting and task automation skills using VBA or Python
• Must be able to work night shifts on rotation to support North American market hours

Requirements

• Bachelor degree in Business or Information Technology
• Strong business and digital product knowledge
• Minimum 5-year experience in similar role
• Experience in customer service or customer support
• Strong knowledge of digital applications, application support and issue resolution
• Strong communication and team management skills
• Excellent written and spoken English and Mandarin, and can communicate comfortably in a business environment
• Strong analytical capability and learning ability, can quickly adapt to deal with new disciplines and projects and dig deeper into relevant business and IT knowledge
• Strong communication skills for navigating through business requirements, ability to involve others in discussions of alternatives, asking for their suggestions and steering them to a mutually acceptable position
• Ability to multi task and feel comfortable to manage multiple projects at the same time
• Able to work proactively and under pressure against multiple deadlines

Why join Capco?
You will work on engaging projects with some of the largest financial institutions in the world, on projects that will transform the financial services industry.

We offer:

• A work culture focused on innovation and creating lasting value for our clients and employees.
• Ongoing learning opportunities to help you acquire new skills or deepen existing expertise.
• A flat, non-hierarchical structure that will enable you to work with senior partners and directly with clients.
• A diverse, inclusive, meritocratic culture.

Next Steps
If you're looking forward to progressing your career with us, then we're looking forward to receiving your application.