Role Description
Role Proficiency:A Voice Lead Able to take customer support calls effectively and efficiently resolve the issue handle escalated calls perform call quality monitoring and reporting and coach team towards meeting SLAs.rnA Data Lead Able to process complex transactions resolve queries from team and clarify complex scenarios while ensuring that quality of output and accuracy of information is maintained in alignment with SLAs.
Outcomes
With the right coaching and supervision a lead will be able to do the following:
- Service Level Agreement (SLAs) specified by the Client in terms of quality productivity and schedule should be managed to ensure 100% adherence for self as well as team.
- Voice: Monitor (live and remote) cases and give effective feedback to close transactions.
- Data: Perform QC and QA to ensure process and output quality giving feedback to associates to ensure smooth functioning
- Manage and maintain process updates and clarification trackers for effective reporting and tracking of transactions.
- Address any problems with the supervisor/QA to ensure maximum productivity and efficiency.
- Closely monitor day to day operations of self and team to ensure utilization and minimize errors.
- Review automation ideas from the team to increase and improve operational efficiency; use solutioning mindset to innovate new ideas for the same.
Measures Of Outcomes
- 100% Adherence to quality standards process and SLA’s
- Number of issues fixed/tasks completed
- Number of non-compliance issues with respect to SOP
- Zero/No Client Escalations
- % of QC and QA scores
- RCA and Corrective Action Plans
- Daily/weekly performance reporting
- Number of high-quality RCA and QA output
- Mentors A band associates.
Production
Outputs Expected:
- Take calls (voice) or process complex transactions (data)
Quality
- Perform quality control of transactions processed by associates
SME Role
- Clarify questions on processes guidelines etc to associates as required
Reporting
- Create reports on specific SLAs/performance measures/KPIs.
- Track records daily weekly and monthly to ensure efficient and error free reporting to clients.
Management
- Set clear team goals and delegating tasks setting deadlines for internal teams.
- By means of RCA huddles training needs analysis and corrective action plans; ensure improvement of quality scores.
- Recognize high performance and reward accomplishments.
- Motivate team members on a continuous basis to maintain the morale and effectiveness of the team.
- Take steps to improve performance based on coaching
Training
- Discover training needs and provide coaching to the teams.
- Attends one on one need-based domain/project/technical trainings as needed.
- On time completion of all mandatory training requirements of organization and customer.
- Provide on floor training and one on one mentorship for new joiners.
- Provide coaching training and guidance to new team members to engage and build productivity of team.
Issue Resolution
- Listen to team members’ feedback and resolve any issues or conflicts.
- Work closely with team members to solve customer problems.
- Understand agent's problems and weaknesses and address
- Identifies analyses and solves the incidents/transactions.
- Perform resolution exercises and quality calibration with clients and ensure 100% participation.
Adherence
- Aware of any clients process product and updates and ensure 100% compliance towards the same.
- Adhere to release management process.
- Thorough understanding of organization and customer defined process. Consult with mentor when in doubt.
- Adherence to defined processes. Adhere to organization’ s policies and business conduct.
Escalation
- Escalate problems to appropriate individuals and support team based on established guidelines and procedures.
Monitoring
- Monitors progress of requests for support and ensures users and other interested parties are kept informed.
Manage Knowledge
- Consume project related documents share point libraries and client universities.
Mentor
- Mentoring and providing guidance to peers and junior associates.
- Assist new team members in understanding the customer environment
Communication
- Provide 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.
- Actively participate in team/organization-wide initiatives.
- Collaborate with other team members for timely resolution of errors.
Skill Examples
- Customer Focus: Focus on providing a prompt and efficient service to customers goes out of the way to ensure that individual customer needs are met.
- Attention to detail to ensure team follows SOPs and does not make unintentional errors
- 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
- Analysis and Decision Making: Makes systematic and rational judgments based on information and relevant assumptions.
- Makes rule based and discretionary decisions
- Team coaching on errors: Provide feedback on QA errors perform root cause analysis and create corrective action plans.
- Excellent communication and leadership skills.
- Organizational and time management skills.
- Ability to follow SOP documents and escalate the s within the defined SLA.
- Willingness and ability to learn new skills domain knowledge etc.
- Team Leader/Sr. Domain Expert/Training Lead/QA Lead/MIS Lead/Process Excellence Lead
- Supervisors Domain Experts Six Sigma - Green Belt
Knowledge Examples
- Familiar with Windows Operating Systems MS Office
- English comprehension – Reading writing and speaking
- Domain knowledge based on process (healthcare banking investment F&A retail customer support etc)
- Expertise in process knowledge and guidelines
- Expertise with work allocation and intake functions
- Expertise in MS Excel
- Expertise in quality control processes including pare to analysis and root cause analysis
- Excellent understanding of customer infrastructure ability to co-relate failures
- Experience level – 5 to 9 years
Additional Comments
Team leader Post trade As a Team Leader, you will manage complex corporate actions, collaborate with various departments, such as Investment, Compliance, Tax, and Accounting, and work closely with external stakeholders and counterparties. This role requires you to thrive in a fast-paced environment while adhering to tight deadlines and continuously learning new technologies to improve processes. Additionally, you will guide the development and performance of the Analysts on your team, ensuring a high level of operational efficiency. ________________________________________ Task and activities:
- Scrutinize and identify new event sources from multiple custodians and data vendors.
- Create and manage composite corporate action records within the system, aligning options across custodians.
- Review and approve corporate action records created by team members.
- Ensure corporate action event details are communicated to the investment team within agreed timelines.
- Manage authorized Fund Manager decisions for elective corporate actions.
- Reconcile holdings between custodians and internal systems, resolving discrepancies or escalating issues as needed.
- Prepare, authorize, and release instructions to custodians in a timely and accurate manner.
- Review and confirm instructions created by team members before sending them to custodians.
- Ensure successful transmission of instructions and confirmation of receipt for non-default instructions.
- Accurately book stock and cash entitlements for corporate actions.
- Monitor and manage compliance s during the lifecycle of corporate actions.
- Ensure all processes are checked and authorized in compliance with established procedures and controls.
- Maintain proper documentation for all corporate actions, ensuring timely event closure.
- Oversee and resolve queries received through corporate action mailboxes, ensuring team members take ownership and respond promptly.
- Proactively escalate potential issues before they become significant risks.
- Investigate and resolve stock and cash breaks related to corporate action bookings.
- Ensure all critical daily tasks are completed, signed off, and accurately reported.
- Assist the manager in performance appraisals and policy enforcement.
- Develop team members to meet both team and business objectives.
- Provide training on specialist product knowledge and contribute to department and company-wide initiatives.
- Ensure any identified issues are disclosed fully and in a timely manner, with full documentation on the same day. ________________________________________ Asset Classes Managed:
- Equities
- Bonds
- Unit Trusts
- CFDs
- Leveraged Loans
- Private Assets ________________________________________ Required and preferred skills:
- At least 7+ years of professional experience in corporate actions, including both mandatory and voluntary actions, within a Custodian or Asset Manager setting. This includes managing events such as dividends, stock splits, rights issues, mergers and acquisitions, spin-offs, tender offers, share buybacks, and liquidations.
- Strong technical proficiency in handling end-to-end corporate actions and understanding the associated risks and market implications.
- Ideally, a broader experience in Banking or Asset Management, with a comprehensive understanding of the asset lifecycle.
- Experience processing corporate actions and income, particularly on platforms like Aladdin, is preferred.
- Proven ability to independently execute processes, take ownership of outcomes, and challenge existing procedures to drive continuous improvement.
- Strong numerical and analytical skills, including the ability to conduct root cause analysis.
- Deep awareness of the risks inherent in corporate actions and a proactive approach to mitigating those risks.
- Excellent time management and prioritization skills, with the ability to manage multiple tasks under tight deadlines.
- Outstanding communication skills and the ability to build strong working relationships across departments and with external parties.
- Experience working with asset classes such as Equities, Bonds, Unit Trusts, and CFDs is essential; experience with Private Assets and Leveraged Loans is a plus.
- Relevant asset management qualifications, such as the Investment Operations Certificate (IOC), CFA Institute Investment Foundations, or similar certifications, are desirable.
- Strong leadership and team development skills, with the ability to coach and mentor team members.
- Proactive problem-solving skills, with a strong focus on operational risk management.
- Open to feedback and committed to personal and team development, constantly seeking opportunities for improvement.
- Ability to adapt to change and foster an innovative culture within the team.
Skills
Leadership Development,Trade Lifecycle,Trade Management
