Job
Description
Role Description Voice & Data Associate – Asset Servicing Role Proficiency A Voice Associate should, under very minimal guidance, be able to: Handle customer support calls efficiently and effectively. Follow defined SOPs to resolve or escalate issues appropriately within SLA timelines. A Data Associate should, under very minimal guidance, be able to: Process assigned transactions efficiently and accurately. Maintain high standards of output quality and data accuracy in line with SLAs. Key Responsibilities & Outcomes Service Delivery 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. Process Adherence 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. Quality & Reporting 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. Issue Resolution 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. Productivity & Efficiency 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. Collaboration & Communication 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. Training & Mentorship 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. Knowledge Management Utilize documentation tools, SharePoint, and client knowledge repositories. Share knowledge and support continuous improvement initiatives. Measures of Success (KPIs) 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 Expected Outputs AreaOutput Description Data Processing Accurately process assigned transactions per SOPs. Voice Handling Take customer calls, resolve issues, complete after-call work. Production Independently handle complex calls/transactions. Quality Control Review transactions of peers and ensure process accuracy. Reporting Create reports, maintain trackers, enter data into systems, report status updates. Issue Resolution Identify, troubleshoot, and solve issues; escalate per guidelines when required. Mentoring Train and support new joiners; foster early team readiness. Collaboration Engage with team members and cross-functional units to ensure process success. Skills & Competencies Technical Skills 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 Core Competencies Customer Focus: Dedicated to prompt and quality service Attention to Detail: Ensures SOPs are followed without error Teamwork: Cooperates and contributes positively within the team Communication: Voice: Accent-neutral, clear articulation, good grammar Data: Clear written communication with appropriate tone Analytical Thinking: Understands the broader implications of data and issues Decision-Making: Makes rule-based judgments under guidance Learning Agility: Willingness to learn new skills and domains Knowledge Requirements Domain Knowledge Familiarity with industry-specific domains such as: Banking, Investment, F&A, Retail, Healthcare, Customer Support Good understanding of customer infrastructure and how to correlate process failures Knowledge of trade operations across: Equities, Fixed Income, FX, Money Markets Awareness of: Derivatives, Collateral Management, Cash Operations, Corporate Actions Working knowledge of: SWIFT Messaging, Transaction Lifecycle, Income Processing Operational Familiarity Experience with intake, work allocation, and escalation procedures Understanding of risk controls in asset servicing and transaction handling Experience 2 to 5 years of relevant experience in voice or back-office operations Prior experience in asset servicing or financial services is preferred Key Responsibilities Additional Comments – Asset Servicing Focus 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 Skills & Behavior Reliable in changing priorities Makes decisions confidently; seeks help when unsure Mentors juniors and ensures team success Clearly reports issues as they occur Must-Have Experience Aladdin platform experience Attention to detail and Excel proficiency Nice-to-Have Experience Derivatives and collateral knowledge Payments, SWIFT messaging, and corporate actions familiarity Awareness of operational risk across asset lifecycles Skills Asset Servicing,Transaction Management,Trade Finance Operations Show more Show less
