Posted:14 hours ago|
Platform:
Work from Office
Full Time
Work independently to deliver customer support (voice) or process transactions (data) efficiently and accurately.
Adhere to standard operating procedures (SOPs) and service-level agreements (SLAs).
Address escalated issues or route them appropriately for resolution.
Assist and mentor new associates and support the Lead I - BPM with process and quality improvement.
Ensure 100% adherence to SLAs in terms of quality, productivity, and timeliness.
Guide and support team members in process execution and issue resolution.
Perform quality audits (QA) on production tasks and assist with root cause analysis (RCA).
Create and manage performance reports to track productivity and SLA compliance.
Suggest and implement ideas to automate and simplify operations for increased efficiency.
Address issues directly or escalate in alignment with SOPs.
Collaborate with supervisors and QA teams for resolution of complex problems.
Ensure zero client escalations through proactive management.
Mentor junior team members (A1 & A2 levels) and support their process onboarding.
Conduct floor training and one-on-one mentorship for new joiners.
Ensure timely completion of all mandatory training requirements.
Support team's production readiness through ongoing guidance.
Generate reports on SLAs, KPIs, and performance metrics.
Keep all stakeholders updated with accurate and timely status updates.
Monitor support requests and maintain communication with users and support teams.
Ensure 100% compliance with client-specific processes and organization-wide policies.
Adhere to release management processes and SOPs.
Stay up to date with any process or product updates.
Collaborate with cross-functional teams to resolve issues within SLA timelines.
Maintain documentation for future reference and knowledge sharing.
Communicate clearly and effectively with team members, supervisors, and clients.
100% adherence to SLA and quality benchmarks
Timely resolution of client and internal queries
Completion of all mandatory trainings
No client escalations or non-compliance issues
Timely submission of RCA, QA, and performance reports
Production readiness of new hires within defined timelines
Proficient with Windows OS, MS Office (Excel, Outlook, Word)
Familiarity with tools like Aladdin, CTM, CLS, SWIFT
Knowledge of global markets and transaction lifecycle
Experience in trade operations across asset types: Equities, Fixed Income, FX, Money Markets
Exposure to corporate actions, cash processing, and payment handling
Customer Focus: Goes the extra mile to ensure customer satisfaction.
Attention to Detail: Ensures accuracy and follows SOPs rigorously.
Teamwork: Works collaboratively and respects peers.
Communication: Clear verbal and written communication (accent-neutral for voice).
Analytical Thinking: Applies logic to identify issues and solutions.
Initiative: Proactively suggests improvements and automation.
Typing Speed: Minimum 15 WPM with 80% accuracy
Decision Making: Capable of making rule-based and discretionary decisions
Coaching & Mentoring: Guides junior resources effectively
Flexibility: Adapts to change and prioritizes work efficiently
3-7 years in Voice/Data operations, preferably in:
Asset servicing
Banking, investment, or financial services domains
Trade operations and transaction lifecycle management
SWIFT messaging and corporate actions processing
OTC derivatives and collateral management
Risk identification and escalation
Work allocation, intake, and quality control processes
Contribute to a positive team environment
Suggest process improvements and cost-efficiency ideas
Maintain procedural documentation and escalate gaps
Actively participate in team and organizational initiatives
Asset Servicing,Transaction Management,Trade Finance Operations
UST
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