Associate II - Client Reporting

2 - 3 Years
2 Openings
Kochi

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:

  Who we're looking for We're looking for someone to produce client and fund reports. You'll have a keen eye (and enough knowledge of funds) to spot any problems, and sort them out. We need someone who's focused on doing great work for clients and your colleagues. That means you won't mind doing some of the legwork, but also ready to have your own ideas and make them happen. It's a chance to work on lots of projects, with lots of teams, and with several countries. And you'll be someone the team can rely on when the manager's not around. What you'll do • Manage the day-to-day production of full, accurate and timely reports, including Quarterly Investment Reports, making sure we hit internal and external deadlines • Make sure production controls work and team members use them properly • Manage stakeholders effectively and professionally on a daily basis • Draft and maintain procedure documents for reporting processes, making sure we establish and follow best practice • Maintain global, regional and country templates so we always have accurate information and meet compliance requirements • Collaborate with a range of business areas to co-ordinate production and answer any questions • Work with key stakeholders to make sure we meet their requirements and deadlines • Resolve all exceptions, issues and discrepancies • Investigate and resolve client queries, liaising with our global client services network • Spot problems and triage them, making sure controls are adhered to and exceptions are escalated quickly • Make the team more efficient by spotting weaknesses in our process, suggesting and implementing solutions • Help design and implement updates or enhancements to processes and systems • Maintain an up-to-date view of reporting requirements, including regulatory changes • Contribute to the management information and key performance indicators senior management need • Take part in reporting projects The knowledge, experience and qualifications you need • Knowledge of or experience working in Financial Services • Stakeholder management experience • Experience working in a reporting or data function • Good level of experience with Microsoft applications, including Outlook, Word, Excel and PowerPoint The knowledge, experience and qualifications that will help • Experience of working on reporting implementation projects • Investment Operations Certificate (IOC) certified • Knowledge of Vermillion or similar reporting platforms • Knowledge of fund structures What you'll be like • Good at analysing and solving problems • Able to prioritise and manage activities for the benefit of the business • Able to work under time pressure and handle a number of tasks at a time • Excellent time management • A really good communicator • Takes ownership of tasks and sees them through to completion • Good at working in a team, and with other teams • Real attention to detail • Understands the importance of clients and meeting their expectations • Flexible: how we work in hub will evolve, so you'll need to adapt • Focused on clients and delivery • Focused on continuous improvement of processes

Client Reporting,Stakeholder Management,Continuous Improvement