Posted:1 month ago|
Platform:
Work from Office
Full Time
Handle customer support calls efficiently and effectively.
Follow defined SOPs to resolve or escalate issues appropriately within SLA timelines.
Process assigned transactions efficiently and accurately.
Maintain high standards of output quality and data accuracy in line with SLAs.
Ensure 100% adherence to SLAs related to quality, productivity, and schedule.
Process customer transactions or handle voice calls as per SOP.
Stay up to date on client process/product changes and ensure full compliance.
Provide guidance to new team members to accelerate their process readiness.
Take ownership of higher complexity tasks with minimal supervision.
Recommend and support automation and process optimization initiatives.
Follow all organization and customer-defined processes.
Adhere to policies, ethical standards, and business conduct guidelines.
Consult with mentors when in doubt to ensure alignment with standards.
Perform quality control checks as required.
Report daily task completion, prepare transaction summaries, and update dashboards.
Maintain error-free records and compliance with project-level reporting formats.
Analyze, resolve, and document issues and incidents independently.
Collaborate with supervisors or QA to ensure efficiency and productivity.
Escalate unresolved or high-impact issues per escalation matrix.
Complete all assigned tasks with zero/minimal errors.
Take actionable steps from feedback and coaching to improve performance.
Track progress of support requests and provide timely updates to stakeholders.
Work closely with other delivery towers to ensure SLA-compliant issue resolution.
Document and share learnings for individual and team growth.
Communicate status updates clearly to internal teams and stakeholders.
Complete all mandatory and need-based training on time.
Provide on-floor support and 1:1 mentorship for new joiners.
Help new members understand the customer environment and processes.
Utilize documentation tools, SharePoint, and client knowledge repositories.
Share knowledge and support continuous improvement initiatives.
100% adherence to SLA (quality, timeliness, and productivity)
Zero client escalations
Timely resolution of issues and incidents
Completion of all training requirements on time
Production readiness of new team members within defined timelines
Number of quality outputs, tasks completed, and issues fixed
Adherence to defined SOPs and compliance policies
Typing speed of 15 WPM with 80% accuracy
Proficient in MS Word and Excel
Familiarity with Aladdin and tools such as SWIFT
Experience in data entry, reporting, and document handling
Familiarity with industry-specific domains such as:
Good understanding of customer infrastructure and how to correlate process failures
Knowledge of trade operations across:
Awareness of:
Working knowledge of:
Experience with intake, work allocation, and escalation procedures
Understanding of risk controls in asset servicing and transaction handling
Prior experience in asset servicing or financial services is preferred
Complete assigned tasks timely; escalate if delayed
Resolve stock/cash discrepancies per protocol
Handle client and internal queries professionally
Escalate risks or unresolved issues responsibly
Support process improvements and automation
Reliable in changing priorities
Makes decisions confidently; seeks help when unsure
Mentors juniors and ensures team success
Clearly reports issues as they occur
Aladdin platform experience
Attention to detail and Excel proficiency
Derivatives and collateral knowledge
Payments, SWIFT messaging, and corporate actions familiarity
Awareness of operational risk across asset lifecycles
Asset Servicing,Transaction Management,Trade Finance Operations
UST
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