Associate III
4 days ago
Job Description: Voice & Data Associate (Asset Servicing) Role Proficiency
A Voice Associate or Data Associate is expected to:
- Work independently to deliver customer support (voice) or process transactions (data) efficiently and accurately.
- Adhere to standard operating procedures (SOPs) and service-level agreements (SLAs).
- Address escalated issues or route them appropriately for resolution.
- Assist and mentor new associates and support the Lead I - BPM with process and quality improvement.
Key Responsibilities & Outcomes
Service Delivery
- Ensure 100% adherence to SLAs in terms of quality, productivity, and timeliness.
- For Voice roles: Handle customer calls, provide resolutions, and complete after-call work accurately.
- For Data roles: Accurately process transactions, input/verify data, and follow SOPs.
- Guide and support team members in process execution and issue resolution.
- Perform quality audits (QA) on production tasks and assist with root cause analysis (RCA).
- Create and manage performance reports to track productivity and SLA compliance.
- Suggest and implement ideas to automate and simplify operations for increased efficiency.
Issue Management
- Address issues directly or escalate in alignment with SOPs.
- Collaborate with supervisors and QA teams for resolution of complex problems.
- Ensure zero client escalations through proactive management.
Mentoring & Training
- Mentor junior team members (A1 & A2 levels) and support their process onboarding.
- Conduct floor training and one-on-one mentorship for new joiners.
- Ensure timely completion of all mandatory training requirements.
- Support team's production readiness through ongoing guidance.
Reporting & Monitoring
- Generate reports on SLAs, KPIs, and performance metrics.
- Keep all stakeholders updated with accurate and timely status updates.
- Monitor support requests and maintain communication with users and support teams.
Compliance & Adherence
- Ensure 100% compliance with client-specific processes and organization-wide policies.
- Adhere to release management processes and SOPs.
- Stay up to date with any process or product updates.
Collaboration & Communication
- Collaborate with cross-functional teams to resolve issues within SLA timelines.
- Maintain documentation for future reference and knowledge sharing.
- Communicate clearly and effectively with team members, supervisors, and clients.
Measures of Success (KPIs)
- 100% adherence to SLA and quality benchmarks
- Timely resolution of client and internal queries
- Completion of all mandatory trainings
- No client escalations or non-compliance issues
- Timely submission of RCA, QA, and performance reports
- Production readiness of new hires within defined timelines
Skills & Competencies
Technical Skills
- Proficient with Windows OS, MS Office (Excel, Outlook, Word)
- Familiarity with tools like Aladdin, CTM, CLS, SWIFT
- Knowledge of global markets and transaction lifecycle
- Experience in trade operations across asset types: Equities, Fixed Income, FX, Money Markets
- Exposure to corporate actions, cash processing, and payment handling
Behavioral Skills
- Customer Focus: Goes the extra mile to ensure customer satisfaction.
- Attention to Detail: Ensures accuracy and follows SOPs rigorously.
- Teamwork: Works collaboratively and respects peers.
- Communication: Clear verbal and written communication (accent-neutral for voice).
- Analytical Thinking: Applies logic to identify issues and solutions.
- Initiative: Proactively suggests improvements and automation.
Additional Skills
- Typing Speed: Minimum 15 WPM with 80% accuracy
- Decision Making: Capable of making rule-based and discretionary decisions
- Coaching & Mentoring: Guides junior resources effectively
- Flexibility: Adapts to change and prioritizes work efficiently
Experience & Qualifications
Experience Required
3-7 years in Voice/Data operations, preferably in:
Asset servicing
- Banking, investment, or financial services domains
- Trade operations and transaction lifecycle management
Preferred Knowledge
- SWIFT messaging and corporate actions processing
- OTC derivatives and collateral management
- Risk identification and escalation
- Work allocation, intake, and quality control processes
Additional Expectations
- Contribute to a positive team environment
- Suggest process improvements and cost-efficiency ideas
- Maintain procedural documentation and escalate gaps
- Actively participate in team and organizational initiatives
Required Skills
Asset Servicing,Transaction Management,Trade Finance Operations
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