Role Description
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
Overview of Role/Principle Responsibilities: The primary responsibility of this candidate is to efficiently manage the end-to-end setup, maintenance, and closure of mandates, portfolios, agreements, and related accounts across key systems. We are looking for someone who likes working as part of a team, is comfortable with a fast-paced operations environment and has a strong attention to detail. Key Responsibilities: Client System Mandate and Portfolio set up, amendment and closure
- Setup and maintenance of Mandate, Portfolios and other related items in Aladdin and data masters
- Closure of accounts in Aladdin and data masters
- Static data amendments
- Maintenance of Aladdin Portfolio Groups
- Set up and maintenance of derivative agreements in Aladdin (Deco).
- Broker configuration
- Fund manager changes
- Investment Policy and Objective changes
- Assignment of trading and other simple Portfolio Compliance rules and compliance list setup.
- Trade Reporting configuration and maintenance
- External Account set up, amendment and closure
- Third party entity onboarding, maintenance and offboarding
- Setup and maintenance of Custody, Foreign Exchange (FX) Broker, Clearing Broker, Prime Broker, Unit Trust Transfer Agent and Third Party Administrator Accounts.
- Custody / Market Onboarding and maintenance.
- Set up of Exchange Traded Derivative (ETD) accounts with Clearing Brokers.
- Uploading of Know Your Client (KYC) and Mandate Net Asset Value (NAV) data into Counterparty Manager (CPM) system and permissioning brokers to view the documents.
- Responding to Level 1 KYC queries on client entities
- Monitoring expiring documents (tax docs / annual reports) and refreshing in CPM. Client Fund Implementation, launch and lifecycle events
- Launch and closure of Funds and share classes
- Side pocket creations and redemptions
- Shareholder mailings
- Legal Entity Identifier (LEI) creation & renewals for Client funds Skills and Behaviours Required?
- Managing a high volume of varied tasks efficiently and meeting internal and external deadlines.
- Collecting, verifying, storing, and maintaining accurate operational data.
- Excellent attention to detail.
- Good understanding of operational risks
- Proficient on Excel What you’ll be like
- A keen eye for detail is crucial for reviewing documentation, ensuring compliance with regulatory standards, and accurately processing client information.
- Strong organisational abilities are needed to manage multiple events simultaneously, prioritising tasks and maintaining a smooth and efficient workflow.
- The ability to identify issues and develop solutions quickly and effectively is important for addressing any challenges that may arise during the onboarding process.
- The ability to analyse data and workflows can help improve processes and enhance the efficiency of the onboarding experience.
Skills
Onboarding,Kyc,Excellent Communication
