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
Reconciliations – Team Leader Shift time zone : APAC/EMEA Overview of Role/Principle Responsibilities: Reconciliation subject matter experts 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. As a Team Leader, the role holder will be able to handle the most complex issues throughout their lifecycle working with a number of operational teams as required until resolved. 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. Act as a mentor and escalation point for the team’s Specialists to support them on a daily basis. Key Responsibilities: Has supervisory responsibility for a number of specific processes or people in the team on a day-to-day basis, ensuring the team meets its timelines and produces high quality outputs. Will escalate to their managers when required. Collate daily, weekly and monthly MI reports, ensuring timely distribution to stakeholders; 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; Escalate potential problems before they become a risk; Meet all deadlines and ensure procedures and controls are fully implemented; Assist Manager to review and update procedures, implement improvements and enforce stringent controls; Be the first point of escalation for specialist on BAU matters; Escalate potential problems before they become a risk; Assist in the training of staff; 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 : Prior experience in reconciliations / investment accounting; Familiar with equities, fixed income and derivative products desired; Proficient in basic software including Excel; Strong understanding of operational risks and control frameworks; and Numerical skills and the ability to monitor and produce high quality MIS, and naturally perform root cause analysis. Asset Management qualifications i.e. IOC or IMC; Wider experience in Asset Management and understanding of the end to end asset lifecycle; and Prior experience of Aladdin and Tri-Optima. An expert in your field and a strong mentor to the team's Specialists; Good at analysing and solving problems with a strong handle on operational risk; Effective in managing your own time with ability to prioritise tasks and delegate appropriately; Open to feedback, receptive to change, challenges status quo and continually looks out for team and self-improvement opportunities on self and on the team; 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.
Skills
Back Office Operations,Investment Management,Reconciliation
