Associate III

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