Associate III

5 - 7 Years

2 Openings

Chennai

Role Proficiency:

A Voice Associate Able to independently take customer support calls effectively and efficiently ;follow the SOPs to complete the process and endeavour to resolve the issue handle some escalated issues or escalate to a more knowledgeable person to resolve in alignment with SLAs and assists Lead I – BPM.rnA Data Associate should independently be able to effectively and efficiently process the transactions assigned in timely manner clarify complex transactions to others and ensure that quality of output and accuracy of information is maintained in alignment with SLAs and assists Lead I – BPM.

Outcomes:

• Independently achieves the following; guiding other process associates and assists Lead 1 - BPM

• Service Level Agreement (SLAs) specified by the client in terms of quality productivity and schedule should be managed to ensure 100% adherence.

• Data: Analyze information enter and verify data follow the SOP to ensure completion of the task. Voice: Customer calls responses and any updates or edits to workflow based on after call work should be performed as per directions.

• Address performance issues and improvement plans of team and self with supervisor.

• Expected to be proficient in the process and domain to ensure quality of transactions and guide the same to the process associates.

• Perform QA for production associates as an expert in the function and ensure completion within SLAs.

• Create reports on performance metrics for team to manage productivity.

• Understand the process and bring forward ideas and solutions to simplify and automate them to increase operational efficiency. Create automation solution and submit the same to Lead I for review.

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

• Zero/No Client Escalations

• Number of high-quality RCA and QA output

• Daily/weekly performance reporting

• Mentors A1 and A2 resources on the processes

Outputs Expected:

Processing Data:

• Processing transactions assigned as per SOPs

Handling calls Voice:

• Handle customer support calls
  
  resolve issues and complete after-call work

Production:

• Take calls (voice) or process complex transactions (data)

Issue Resolution:

• Address any problems with the supervisor/QA to ensure maximum productivity and efficiency.

• Identifies
  
  analyses and solves the incidents/transactions.

Productivity:

• Proficient in the process
  
  assisting other team members who are new to the process as well to ensure quick readiness of the team.

• Take steps to improve performance based on coaching.

• Production readiness of new joiners within agreed timeline by providing guidance Actively participate in the team's or organization wide initiatives

• Able to handle and manage higher complexity tasks.

Adherence:

• Be aware of any clients process or product updates and ensure 100% compliance towards the same.

• Adhere to release management process.

• Thorough understanding of organization and customer defined process. Consult with mentor when in doubt.

• Adherence to defined processes.

• Adhere to organization' s policies and business conduct.

Reporting:

• Create reports on specific SLAs/performance measures/KPIs

Stakeholder Management:

• Guide the team in preparing status updates and keep management updated about the status.

Training :

• Attends one on one need-based domain/project/technical trainings as needed.

• On time completion of all mandatory training requirements of organization and customer.

• Provide on floor training and one to one mentorship for new joiners.

Escalation:

• Escalate problems to appropriate individuals/support team based on established guidelines and procedures.

Monitoring:

• Monitor progress of requests for support and ensures users and other interested parties are kept informed.

Manage knowledge:

• Consume project related documents
  
  share point
  
  libraries and client universities

Mentoring:

• Mentor and provide guidance to peers and junior associates.

• Assist new team members in understanding the customer environment.

Communication:

• Status update to the respective stakeholders and within the team

Collaboration:

• Collaborate with different towers of delivery for quick resolution (within SLA); document learning's for self-reference.

• Collaborate with other team members for timely resolution of errors.

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)

• Typing Speed with 15WPM and 80% accuracy

• Analytical approach: Makes systematic judgments based on information and relevant assumptions.

• Ability to follow SOP documents and escalate the s within the defined SLA Willingness and ability to learn new skills domain knowledge etc.

• Make rule based and discretionary decisions.

• Process Trainer/Sr. QA/Domain Expert/MIS Analyst

• Frontline resource - Voice/Backoffice Quality Auditors SME Domain Experts

Knowledge Examples:

• Expertise with Windows Operating Systems MS Office tools

• English comprehension – Reading writing and speaking

• Domain knowledge based on process (healthcare banking investment F&A retail customer support etc)
• Familiarity with work allocation and intake functions
• Familiarity with quality control processes including pare to analysis and root cause analysis
• Knowledge on security policies and tools
• Good understanding of customer infrastructure ability to co-relate failures
• Experience level – 3 to 7 years

Additional Comments:

Shift : UK The primary responsibility for this candidate is to provide OTC Derivative Support to the global Investment teams. The role is varied, covering the electronic trade capture and affirmation processes. Ensuring that all matching breaks are investigated and resolved in a timely manner supporting the settlement of all derivative trades and lifecycle events as well as ensuring the fund administrators receive trade, cash and position reporting within a timely manner. The role requires liaison with several internal departments as well as external brokers, custodians and fund administrators, therefore good written and oral communication is key. We are looking for someone who likes working as part of a team and is comfortable with a fast-paced operations environment. Key Responsibilities:
• Provide a full and dedicated post execution operational support to all Fund Managers and internal teams.
• Support the day-to-day process for the OTC derivative capture and affirmation process for the LDI and Structured Funds teams, London and New York Fixed Income and Multi Asset teams, and the Commodities/ EMD team.
• Monitor the electronic affirmation, confirmation and clearing processes. Ensure that all matching breaks are investigated and resolved in a timely manner.
• Ensure that risks are identified early and communicated appropriately to management.
• As part of the wider Derivative Services team the role holder will multi-skill to support the wider functions within the team.
• Supporting the daily processing and confirmations for all Derivatives Trading, the team are responsible for:
• The effective management of margin and collateral processes, CFD trade confirmations on trade date, and OTC Electronic confirmation on trade date for Options, Credit Default Swaps, Interest Rate Swaps and Inflation Linked Swaps.
• Review paper confirmations for OTC derivatives and repurchase agreements in accordance with MCA Templates, ISDA and GMRA terms. Ensuring compliance with EMIR regulatory obligations.
• Liaise with portfolio managers, counterparties, and internal stakeholders to resolve discrepancies and ensure timely completion of confirmations.
• Additional responsibility for the transaction management, margins and collaterals and reconciliation of Exchange-Traded and OTC derivatives transactions supporting the Global Investment desks.
• Extensive liaison with both internal and external stakeholders e.g. Investment and Trading, broker counterparties, third party administrators etc.
• They are the escalation point for brokers, custodians and internal clients on issues impacting the derivative transaction lifecycle
• Monitoring and processing of all trade and lifecycle events.
• Providing Reporting to internal and external parties
• Investigating and resolving all breaks with our executing brokers, custodians and third-party administrators.
• Liaise with fund administrators, ensuring that they receive the correct information and answering all ad hoc queries.
• Prioritise your own workload effectively, understands when to flag / escalate to more senior members of the team.
• Work to targeted deadlines and provide status updates when needed.
• Establish a close working relationship with other operational areas, the Fund Managers Assistants, Dealers and all external parties, liaising on matters relating to day-to-day operations.
• Report on and escalate unresolved discrepancies falling outside agreed services standards under supervision Team Leader.
• Provide support and knowledge with Analyst and Junior Analyst colleagues on the team.
• Working with the team to improve existing processes, implement change, minimise and reduce operational risk under supervision of Team Leader.
• Ensure that procedures and controls are updated in a timely manner, deadlines are met and that, when required, issues are escalated to senior management.
• Play a part in projects, regulatory changes and client onboarding. Skills and Behaviours Required?
• The role is organised within a well-established framework. However, the role holder, is expected to play an active part in improving day-to-day procedures and how the work is to be tackled.
• Responsible for planning own workload typically against a backdrop of changing priorities and / or external events for a day ahead.
• Is required to make routine judgments in situations that are understood and uncontentious. Expected to seek assistance for anything complex or out of the ordinary.
• Prioritising the workload and working effectively towards deadlines.
• Confident in supporting junior team members of the team and sharing knowledge concisely.
• Seeks ways to improve own and team performance.
• Contribute positively to the implementation of change.
• Shows a strong aptitude for problem solving whilst always collaborating with peers to ensure solution considers all risks and works for all.
• View situations from multiple perspectives.
• Delivers excellent custo

Derivatives,Delivery Leadership,trade capture

UST is a global digital transformation solutions provider. For more than 20 years, UST has worked side by side with the world's best companies to make a real impact through transformation. Powered by technology, inspired by people and led by purpose, UST partners with their clients from design to operation. With deep domain expertise and a future-proof philosophy, UST embeds innovation and agility into their clients' organizations. With over 30,000 employees in 30 countries, UST builds for boundless impact—touching billions of lives in the process.