Manager Private Coordination

Long Description

Key Responsibilities:

Funding and Portfolio Management:

• Assist in processing fundings for DDTL and RCF facilities.
• Act as a primary point of contact for the investment team and external clients, ensuring proactive management of the loan portfolio.
• Monitor borrower and administrative agent emails for new borrowing requests and prepare related capital call files.

Research and Analysis:

• Conduct detailed research using various data vendors and systems to validate static data and other portfolio details.
• Perform detailed analysis and ensure timely delivery within a highly compliant, error-free framework.

Deal Closings:

• Participate in private deal closing activities, including:
• Ensuring Know Your Customer (KYC) requirements are completed.
• Reviewing and confirming closing documentation. – Credit Agreement, Fee Letter & Etc
• Notifying relevant parties of upcoming fundings.
• Liaise with internal and external stakeholders (e.g., Legal, Deal Teams, Tax, Global Fund Finance, Administrators, Trustees) to ensure smooth execution of deal closing mechanics.

Process Improvement and Risk Management:

• Identify and implement process improvement initiatives, ensuring risk and controls are adequately addressed during implementation.
• Develop and maintain Standard Operating Procedures (SOPs) to ensure best practices.
• Track investment transfers and paydowns to enhance fund flow processes.

Operational Excellence:

• Support middle-office and back-office operations as part of daily business-as-usual (BAU) activities, ensuring tasks are completed efficiently and accurately.
• Escalate issues promptly and clearly to relevant teams, ensuring timely resolution and risk mitigation.

• Maintain a strong understanding of corporate structures and relationships between entities and their parent issuers.
• Collaborate closely with clients and onshore counterparts to understand requirements, deliver functional solutions, and drive process improvements.

Qualifications and Skills:

• Strong research and analytical skills with attention to detail.
• Proficiency in financial applications such as ClearPar, Axiom, Markit, and advanced Excel.
• Excellent communication and interpersonal skills to interact effectively with internal and external stakeholders.
• Ability to work under pressure and deliver within tight deadlines while maintaining accuracy.
• Familiarity with middle-office and back-office operations in financial services.
• Ability to manage multiple priorities and adapt to changing requirements.
Candidate should be ready to work in Night shift that is late Indian hours

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Do

• Support process by managing transactions as per required quality standards

  • Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner
  • Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue
  • Update own availability in the RAVE system to ensure productivity of the process
  • Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions
  • Follow standard processes and procedures to resolve all client queries
  • Resolve client queries as per the SLA’s defined in the contract
  • Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients
  • Identify and learn appropriate product details to facilitate better client interaction and troubleshooting
  • Document and analyze call logs to spot most occurring trends to prevent future problems
  • Maintain and update self-help documents for customers to speed up resolution time
  • Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution
  • Ensure all product information and disclosures are given to clients before and after the call/email requests
  • Avoids legal challenges by complying with service agreements

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• Deliver excellent customer service through effective diagnosis and troubleshooting of client queries

  • Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
  • Assist clients with navigating around product menus and facilitate better understanding of product features
  • Troubleshoot all client queries in a user-friendly, courteous and professional manner
  • Maintain logs and records of all customer queries as per the standard procedures and guidelines
  • Accurately process and record all incoming call and email using the designated tracking software
  • Offer alternative solutions to clients (where appropriate) with the objective of retaining customers’ and clients’ business
  • Organize ideas and effectively communicate oral messages appropriate to listeners and situations
  • Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs

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• Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client

  • Undertake product trainings to stay current with product features, changes and updates
  • Enroll in product specific and any other trainings per client requirements/recommendations
  • Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client
  • Update job knowledge by participating in self learning opportunities and maintaining personal networks

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Deliver