Associate Ii

2 - 4 Years
- 7 Openings
- Chennai

**Role description**:
**Voice & Data Associate - Asset Servicing** **Role Proficiency**

A **Voice Associate** should, under very mínimal guidance, be able to:

- Handle customer support calls efficiently and effectively.
- Follow defined SOPs to resolve or escalate issues appropriately within SLA timelines.

A **Data Associate** should, under very mínimal guidance, be able to:

- Process assigned transactions efficiently and accurately.
- Maintain high standards of output quality and data accuracy in line with SLAs.

**Key Responsibilities & Outcomes**

**Service Delivery**:

- Ensure 100% adherence to SLAs related to quality, productivity, and schedule.
- Process customer transactions or handle voice calls as per SOP.
- Stay up to date on client process/product changes and ensure full compliance.
- Provide guidance to new team members to accelerate their process readiness.
- Take ownership of higher complexity tasks with mínimal supervision.
- Recommend and support automation and process optimization initiatives.

**Process Adherence**:

- Follow all organization and customer-defined processes.
- Adhere to policies, ethical standards, and business conduct guidelines.
- Consult with mentors when in doubt to ensure alignment with standards.

**Quality & Reporting**:

- Perform quality control checks as required.
- Report daily task completion, prepare transaction summaries, and update dashboards.
- Maintain error-free records and compliance with project-level reporting formats.

**Issue Resolution**:

- Analyze, resolve, and document issues and incidents independently.
- Collaborate with supervisors or QA to ensure efficiency and productivity.
- Escalate unresolved or high-impact issues per escalation matrix.

**Productivity & Efficiency**:

- Complete all assigned tasks with zero/mínimal errors.
- Take actionable steps from feedback and coaching to improve performance.
- Track progress of support requests and provide timely updates to stakeholders.

**Collaboration & Communication**:

- Work closely with other delivery towers to ensure SLA-compliant issue resolution.
- Document and share learnings for individual and team growth.
- Communicate status updates clearly to internal teams and stakeholders.

**Training & Mentorship**:

- Complete all mandatory and need-based training on time.
- Provide on-floor support and 1:1 mentorship for new joiners.
- Help new members understand the customer environment and processes.

**Knowledge Management**:

- Utilize documentation tools, SharePoint, and client knowledge repositories.
- Share knowledge and support continuous improvement initiatives.

**Measures of Success (KPIs)**
- 100% adherence to SLA (quality, timeliness, and productivity)
- Zero client escalations
- Timely resolution of issues and incidents
- Completion of all training requirements on time
- Production readiness of new team members within defined timelines
- Number of quality outputs, tasks completed, and issues fixed
- Adherence to defined SOPs and compliance policies

**Expected Outputs**
- AreaOutput Description**Data Processing**
Accurately process assigned transactions per SOPs.**Voice Handling**
Take customer calls, resolve issues, complete after-call work.**Production**
Independently handle complex calls/transactions.**Quality Control**
Review transactions of peers and ensure process accuracy.**Reporting**
Create reports, maintain trackers, enter data into systems, report status updates.**Issue Resolution**
Identify, troubleshoot, and solve issues; escalate per guidelines when required.**Mentoring**
Train and support new joiners; foster early team readiness.**Collaboration**
Engage with team members and cross-functional units to ensure process success.**Skills & Competencies**

**Technical Skills**:

- Typing speed of 15 WPM with 80% accuracy
- Proficient in MS Word and Excel
- Familiarity with Aladdin and tools such as SWIFT
- Experience in data entry, reporting, and document handling

**Core Competencies**:

- **Customer Focus**: Dedicated to prompt and quality service
- **Attention to Detail**: Ensures SOPs are followed without error
- **Teamwork**: Cooperates and contributes positively within the team
- **Communication**:

- **Voice**: Accent-neutral, clear articulation, good grammar
- **Data**: Clear written communication with appropriate tone
- **Analytical Thinking**: Understands the broader implications of data and issues
- **Decision-Making**: Makes rule-based judgments under guidance
- **Learning Agility**: Willingness to learn new skills and domains

**Knowledge Requirements**

**Domain Knowledge**:

- Familiarity with industry-specific domains such as:

- **Banking**, **Investment**, **F&A**, **Retail**, **Healthcare**, **Customer Support**
- Good understanding of customer infrastructure and how to correlate process failures
- Knowledge of trade operations across:

- **Equities**, **Fixed Income**, **FX**, **Money Markets**
- Awareness of:

- **