Job
Description
Role Description Job Description: Voice & Data Associate (Asset Servicing) Role Proficiency A Voice Associate Or Data Associate Is Expected To 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. Key Responsibilities & Outcomes Service Delivery Ensure 100% adherence to SLAs in terms of quality, productivity, and timeliness. For Voice roles: Handle customer calls, provide resolutions, and complete after-call work accurately. For Data roles: Accurately process transactions, input/verify data, and follow SOPs. 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. Issue Management 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. Mentoring & Training 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. Reporting & Monitoring 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. Compliance & Adherence 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. Collaboration & Communication 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. Measures of Success (KPIs) 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 Skills & Competencies Technical Skills 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 Behavioral Skills 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. Additional Skills 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 Experience & Qualifications Experience Required 3–7 years in Voice/Data operations, preferably in: Asset servicing Banking, investment, or financial services domains Trade operations and transaction lifecycle management Preferred Knowledge SWIFT messaging and corporate actions processing OTC derivatives and collateral management Risk identification and escalation Work allocation, intake, and quality control processes Additional Expectations 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 Skills Asset Servicing,Transaction Management,Trade Finance Operations Show more Show less
