Job
Description
Responsibilities
Coordinate with Deal Team/IRBD/Finance on funding mechanics using cash on hand, leverage facility (ABL or subscription line), capital call Daily management of cash and liquidity activities for the various entities, including credit facility draws, repayments and interest/waterfall payments Forecast cash flow, borrowing needs and available funds for investments Ensure timely execution of wire payments adhering to strict cut-off times Review cash movement activity, including wire instructions and agent notices Partner closely with BXC deal team, finance team and capital markets team on Treasury needs globally Manage resources in our Center of Excellence (CoE) in India and provide hands on support to Treasury team Provide middle and back office support for deal funding and trade settlements Manage and update internal/external standard settlement instructions as required Coordinate Know Your Customer refreshes with our banking partners Assist on new business initiatives and any special projects that may arise
Experience leading activities including new Treasury Management System implementations, enhancements, modifications, integrations, and project management Experience managing operational aspects of leverage facilities In-depth knowledge of SWIFT message standards Previous experience using Treasury Management Workstation and SWIFT payment processing and reporting Previous experience using Geneva or other accounting systems Previous experience with alternative asset management company Proficient with Microsoft Office Suite, including Advanced Excel, Word and PowerPoint Demonstrated ability to quickly learn new systems and processes Demonstrated ability to enhance current process and drive improvements Ability to multitask in a fast-paced environment with multiple priorities
Experience leading activities including new Treasury Management System implementations, enhancements, modifications, integrations, and project management Experience managing operational aspects of leverage facilities In-depth knowledge of SWIFT message standards Previous experience using Treasury Management Workstation and SWIFT payment processing and reporting Previous experience using Geneva or other accounting systems Previous experience with alternative asset management company Proficient with Microsoft Office Suite, including Advanced Excel, Word and PowerPoint Demonstrated ability to quickly learn new systems and processes Demonstrated ability to enhance current process and drive improvements
Ability to multitask in a fast-paced environment with multiple priorities.
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
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 SLAs 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
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
Deliver
NoPerformance ParameterMeasure1ProcessNo. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback2Self- ManagementProductivity, efficiency, absenteeism, Training Hours, No of technical training completedMandatory Skills: Institutional_Finance_Buy_Side_Others.
Experience8-10 Years.
