Production Associate

4 weeks ago

Cape Town, Western Cape, South Africa Wipro Full time
Role Purpose
• Understand customer requirements from the outset of orders/service requests/projects and throughout the delivery process.
• Serve as the primary point of escalation and expedite for customer orders/service requests/projects, ensuring adherence to established processes and escalation protocols.
• Own the customer interface with delivery teams, managing communication and compliance with KCI updates.
• Attend meetings with SD teams to discuss customer service improvement plans and identify new opportunities.
• Meet internal and external contractual commitments and agreed costs.
• Implement customer improvement initiatives to enhance service delivery performance.
• Govern the ordering process to achieve agreed targets outside of specific customer requirements.
• Collaborate with customers to agree on overall solution delivery dates and individual site deliveries.
• Monitor order throughput and coordinate delivery of customer requirements via consolidated order progress tracking systems.
• Keep customers informed of progress, risks, and issues as per agreed frequency and format.
• Maintain open communication with internal stakeholders regarding progress, risks, and issues.
• Proactively manage deliverables against agreed delivery dates.
• Manage changes, risks, issues, problems, solutions, and escalations.
• Develop and maintain delivery improvement plans to drive customer satisfaction.
• Provide customers with a final and up-to-date handbook upon project closure.
• Resolve issues promptly to ensure timely delivery of orders, managing relationships with Ordering, Installation, and Configuration teams.
• Identify risks and progress issues, conducting jeopardy management as needed to implement corrective actions.
• Effectively manage escalations and expedites to a satisfactory conclusion in the shortest time possible.
• Address Quality and Safety issues as they arise.
• Conduct root cause analysis in case of failure.
• Complete mandatory training on the portal by the required deadline.
• Adhere to company policies and report known offenses and compliance breaches.
• Possess good knowledge of Telecom and products/services relevant to delivery areas.
• Demonstrate effective engagement and communication skills.
• Maintain a strong record of delivering against pre-determined requirements within reasonable timescales, according to scope and quality.
• Possess detailed knowledge of product delivery processes, interfaces, responsibilities, systems, and tools.
• Understand how products and services meet each client's business imperatives.
• Familiarize yourself with basic delivery process steps end-to-end for all products under the Service Delivery Professional's remit.
• Know the responsibilities and areas of responsibility for each team in the Service Delivery process.
• Be familiar with systems for managing orders and their delivery end-to-end.
• Be able to track orders through each process step.
• Know how to derive reports or secure visibility of orders through the pipeline end-to-end.
• Possess a high level of customer focus and the ability to lead on behalf of the customer, managing expectations, keeping the customer informed, and owning the customer experience end-to-end.
• Ability to proactively manage orders through their life cycle.
• Ability to build strong working relationships.
• Demonstrate excellent stakeholder management within and outside the Client Organization.
• Ability to influence stakeholders, specifically the MFU's.

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