Associate I

Role Proficiency: A Voice Associate should under continuous guidance be able to take customer support calls effectively and efficiently; follow the SOPs to complete the process and endeavour to resolve the issue or escalate to a more knowledgeable person to resolve in alignment with SLAs.rnA Data Associate should under continuous guidance effectively and efficiently process transactions assigned in a timely manner and ensure that quality of output and accuracy of information is maintained in alignment with SLAs. Outcomes: Acts under continuous guidance and support to achieve the following: - Service Level Agreement (SLAs) specified by the client in terms of quality productivity and schedule should be managed to ensure 100% adherence. - Data: Enter and verify data; follow the SOP to ensure completion of tasks - Voice: Customer calls responses and any updates or edits to workflow based on after call work should be performed per directions. - Should be aware of any clients process product and updates and ensure 100% compliance towards the same. - Address any problems with the supervisor /QA to ensure maximum productivity and efficiency. - Take steps to improve performance based on coaching. Measures of Outcomes: - 100% Adherence to quality standards - Adherence to turnaround time for response and resolution - Completion of all mandatory training requirements - 100% adherence to process and standards - 100% adherence to SLAs where applicable - Number of issues fixed/tasks completed - Number of non-compliance issues with respect to SOP Outputs Expected: Processing Data: - Processing transactions assigned as per SOPs Handling calls Voice: - Handle customer support calls resolve issues and complete after-call work Issue Resolution: - Identifies analyses and solves the incidents/tickets. Training: - Attends one on one need-based domain/project/technical trainings as needed Escalation: - Escalate problems to appropriate individuals/support team based on established guidelines and procedures. Monitoring: - Monitors progress of requests for support and ensures users and other interested parties are kept informed. Status Reporting: - Report status of tasks assigned comply with project related reporting standards/process Manage knowledge: - Consume project related documents share point libraries and client universities Release: - Adhere to release management process Skill Examples: - Customer Focus: Focus on providing a prompt and efficient service to customers goes out of the way to ensure that individual customer needs are met. - Attention to detail to ensure SOPs are followed and mistakes are not knowingly made - Team Work: Respect others and work well within the team. - Communication: Speak clearly and write in a clear and concise manner. Uses appropriate style and language for communication (Data) - Communication: Speaks in an accent neutral manner or with the accent required for the process with good vocabulary and grammar skills. Writes clearly (Voice) - Willingness and ability to learn new skills domain knowledge etc. - Frontline resource - Voice/Backoffice/Testing Knowledge Examples: - Familiar with Windows Operating Systems MS Word MS Excel etc. - English comprehension - Reading Writing and Speaking - Basic domain knowledge if possible - Experience level - Less than 2 years Additional Comments: Proficient in Asset Management Proficient in Investment Operations Proficient in Financial Services Proficient in Excel Hands-on with a positive "can-do" attitude Good Communication, ability to convey the message and influence people, good documentation skill Responsible for planning own workload and working with autonomy, typically against a backdrop of changing priorities and / or external events. Willing to work as hard as is needed to complete the tasks. This can mean working outside core hours in busy times. A good team player, building strong relationships within and across other teams Competencies: - Great presentation skills - an understanding of the financial - Good stakeholder engagement and management skills with the ability to present factual information to individuals or groups in a structured, clear, confident and concise way -Starter finisher, Focused on delivery - have an understanding of the compliance needs of a large financial company - Hands on experiences of some MI reporting, to senior management preferred.