Associate II - BPM

2 - 3 Years
1 Opening
Chennai

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.

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  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:

  Reconciliations Junior Analyst Shift time zone : APAC/EMEA Overview of Role/Principle Responsibilities: Working within the Reconciliations team in ensuring the integrity of custody and cash position data is maintained within our internal systems through our daily reconciliation processes. Ensure the complete reconciliation, investigation and allocation of all breaks are completed within set SLA’s and deadlines. The role holder will thrive in a fast-paced environment with an emphasis on meeting tight deadlines. A strong interest in learning and harnessing technology will help you with your role in the organisation. Key Responsibilities:  Accountable for allocated portfolios, proactive investigation and timely follow up of queries arising from internal stakeholders, clients, counterparties, custodians and administrators;  Perform custody transaction and position reconciliation against internal records;  Maintain ownership of daily cash and stock breaks by conducting investigation on differences, and monitoring through timely resolution with processing teams and custodians/administrators;  Perform outstanding OTC bilateral collateral and outstanding position reconciliation, outstanding fixed deposit positions, between internal and counterparty records and monitor through breaks resolution in a timely manner;  Validate and update internal records with relevant transactions, such as fees and income;  Work through high volumes, prioritise, and manage workload according to risk or deadlines;  Meet the needs of our business partners and internal clients; and Assist in the training of staff; and  Provide specialist product knowledge; contribute to department and Company initiatives and projects. Skills and Behaviours Required:  Will be required to undertake comprehensive training and development opportunities related to Operations.  Prior experience in reconciliations / investment accounting preferred;  Strong and proven investigations skills preferred (liaising with internal & external parties);  Familiar with equities, fixed income and derivative products desired; and  Proficient in basic software including MS Excel.  Wider experience in Asset Management and understanding of the end-to-end asset lifecycle;  Understanding of operational risks and control frameworks; and  Prior experience of Aladdin and Tri-Optima.  Good at analysing and solving problem with a strong handle on operational risk;  Effective in managing your own time with ability to prioritise tasks appropriately;  Open to feedback, receptive to change, challenges status quo and continually looks out for team and self-improvement opportunities;  Excellent communicator with strong interpersonal skills;  A strong team player able to develop and manage strong working relationships with global internal departments and external counterparties; and  Able to adapt to changes quickly and be an advocator of an innovative culture within the team. Discharge of responsibilities The role holder shall ensure that all their responsibilities are performed to the highest levels of integrity, quality and transparency and in a manner most likely to promote the success of the Company, taking into account the interests of key stakeholders including clients, employees, regulators, suppliers and society as a whole. In discharging their responsibilities the individual shall establish appropriate oversight and control structures for all areas under their control where needed.

Back Office Operations,Investment Management,Reconciliation