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
Shift : UK Overview of Role/Principle Responsibilities: The primary responsibility for this candidate will be 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, is comfortable with a fast-paced operations environment. Key Responsibilities:
- Provide comprehensive post-execution operational support to Fund Managers and internal teams.
- Process and confirm a variety of derivatives trades, including Exchange-Traded and OTC instruments (such as CFDs, Options, CDS, IRS, and Inflation Linked Swaps), and manage all related lifecycle events.
- Oversee margin and collateral management, transaction reconciliations, and ensure accurate trade date confirmations.
- Liaise with internal teams, brokers, custodians, fund administrators, and third-party service providers to resolve breaks, respond to queries, and support global investment teams.
- Act as a first point of escalation for operational issues, prioritising workload, escalating unresolved or complex matters, and providing regular status updates.
- Produce and distribute reports to relevant stakeholders.
- Contribute to process improvements, update controls and procedures, and support risk reduction measures, under supervision of more senior team members.
- Ensure deadlines and service standards are met, escalating issues as required to management. 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.
- Can manage basic reconciliations.
- Responsible for ensuring that issues identified are fully disclosed on a timely basis. Disclosure must be comprehensive and be on the same day any issue is discovered. The knowledge, experience and qualifications you need
- Typical educational requirement: A levels or equivalent.
- Excellent attention to detail
- Proficient on Excel The knowledge, experience and qualifications that will help
- Some Derivative knowledge would be beneficial but not a requirement.
Skills
Derivatives,Trade Execution,Delivery Leadership
