Associate II

3 - 5 Years

2 Openings

Kochi

Role Proficiency:

A Voice Associate should under very minimal guidance be able to take customer support calls effectively and efficiently following 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 very minimal guidance effectively and efficiently process the 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 very minimal guidance 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: Analyze information enter and verify data following 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.
• Be aware of any clients processor product updates and ensure 100% compliance towards the same.
• Proficient in the process and assist other team members who are new to the process to ensure quick readiness of the team.
• Able to handle and manage higher complexity tasks.
  Able to analyze processes and come up with ideas to automate them to increase operational efficiency.

• 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 and tasks completed
• Number of non-compliance issues with respect to SOP
• Production readiness of new joiners within agreed timelines by providing guidance
• Zero/No Client Escalations

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)

Quality:

• Perform quality control for transactions processed by associates if required

Reporting:

• Create reports
  
  prepare spreadsheets of daily transactions
  
  data entry in software/tool
• Report status of tasks assigned
  
  complying with project related reporting standards and process

Productivity:

• Completion of tasks with zero errors.
• Take steps to improve performance based on coaching
• Monitors progress of requests for support and ensures users and other interested parties are kept informed.

Issue Resolution:

• Identifies
  
  analyses and solves the incidents/transactions.
• Address any problems with the supervisor /QA to ensure maximum productivity and efficiency.

Training:

• Attends one on one need-based domain/project/technical trainings as needed.
• On time completion of all mandatory training requirements of the organization and customer.
• Provide on floor training and one to one mentorship of new joiners.

Escalation:

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

Manage knowledge:

• Consume project related documents
  
  share point
  
  libraries and client universities

Communication:

• Share status update to the respective stakeholders and within the team

Collaboration:

• Collaborate with different towers of delivery for quick resolution (within SLA); document learnings for self-reference.
• Collaborate with other team members for timely resolution of errors
• Assist new team members to understand the customer environment.

Process Adherence:

• Thorough understanding of organization and customer defined process; consult with mentor when in doubt. Adherence to defined processes.
  
  organization' s policies and business conduct.

Skill Examples:

• Customer Focus: Focus on providing 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
• Make rule-based decisions and judgments based on guidance from Lead
• Analytical ability to understand the larger picture of customer issues.
• Ability to follow SOP documents and escalate the s with in the SLA defined.
• Willingness and ability to learn new skills domain knowledge etc.
• Sr. Process Associate Quality Auditor SME
• Frontline resource - Voice/Backoffice Quality Auditors SME

Knowledge Examples:
- Familiar with Windows Operating Systems MS Word MS Excel.

• English comprehension – Reading writing and speaking
• Domain knowledge based on process (healthcare banking investment F&A retail customer support etc)
• Fair understanding of customer infrastructure ability to co-relate failures.
• Familiarity with work allocation and intake functions
• Experience level – 2 to 5 years

Additional Comments:

Shift : APAC What you'll do
• Setup and maintenance of security, index and price data on our global Data management platform as required by our stakeholders.
• Performing various checks on security master, index and pricing data
• Monitor and quality control of daily data feeds received from various sources
• Review exception reports, missing price reports, maintaining spreadsheets for manual pricing, researching appropriate prices for illiquid securities
• Inputting prices for instruments manually from various sources
• Recalculate the PE price following a PE event e.g. drawdown.
• Monitor team mailboxes and ensure all data queries from stakeholders are dealt with in a timely and efficient manner.
• Assist Line Manager in project work
• Testing of Change Requests to the system as well as new system releases
• Maintaining the various programme automations ("robots") in use by the team The knowledge, experience and qualifications you need
• Excellent PC skills, particularly Excel and Word, PowerPoint
• Good written and verbal communication skills – You will be conversing with many stakeholders, across various Client departments
• Have a basic understanding of Securities data (Equities, Fixed Income, Derivatives), pricing and Index Data
• Basic knowledge of Corporate Action Event pricing methodologies The knowledge, experience and qualifications that will help
• Degree in a relevant discipline such as business, finance or accounting
• Previous experience of data (instrument, price, index, etc.) in an asset management context
• Further education in Finance e.g. IOC/IMC
• Experience with Aladdin, S&P (Markit) EDM, T24
• Experience of using Data Vendors i.e. Refinitiv Eikon & Datascope, Bloomberg, ICE
• Working knowledge of Excel formulas, macros, VBA, Power Query, SQL
• Experience of working on projects with a substantial data component
• Xceptor Practitioner Certification What you'll be like
• Organised
• Enthusiastic and committed
• Analytical and numerical
• Excellent attention to detail
• Focus on quality and delivery
• Ability to prioritise and willing to work flexible hours when necessary
• Able to work on own initiative and under pressure
• Ability to work well in a team

Data Management,Communication,Otc Derivatives

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.