5 - 7 Years 1 Opening Chennai Role description Role Proficiency A Voice Associate Able to independently take customer support calls effectively and efficiently follow the SOPs to complete the process and endeavour to resolve the issue handle some escalated issues or escalate to a more knowledgeable person to resolve in alignment with SLAs and assists Lead I - BPM rnA Data Associate should independently be able to effectively and efficiently process the transactions assigned in timely manner clarify complex transactions to others and ensure that quality of output and accuracy of information is maintained in alignment with SLAs and assists Lead I - BPM Outcomes Independently achieves the following guiding other process associates and assists Lead 1 - BPM Service Level Agreement SLAs specified by the client in terms of quality productivity and schedule should be managed to ensure 100 adherence Data Analyze information enter and verify data follow the SOP to ensure completion of the task Voice Customer calls responses and any updates or edits to workflow based on after call work should be performed as per directions Address performance issues and improvement plans of team and self with supervisor Expected to be proficient in the process and domain to ensure quality of transactions and guide the same to the process associates Perform QA for production associates as an expert in the function and ensure completion within SLAs Create reports on performance metrics for team to manage productivity Understand the process and bring forward ideas and solutions to simplify and automate them to increase operational efficiency Create automation solution and submit the same to Lead I for review Measures of Outcomes 100 Adherence to quality standards Adherence to turnaround time for response and resolution Completion of all mandatory training requirements 100 adherence to process and standards 100 adherence to SLAs where applicable Number of issues fixed tasks completed Number of non-compliance issues with respect to SOP Zero No Client Escalations Number of high-quality RCA and QA output Daily weekly performance reporting Mentors A1 and A2 resources on the processes Outputs Expected Processing Data Processing transactions assigned as per SOPs Handling calls Voice Handle customer support calls resolve issues and complete after-call work Production Take calls voice or process complex transactions data Issue Resolution Address any problems with the supervisor QA to ensure maximum productivity and efficiency Identifies analyses and solves the incidents transactions Productivity Proficient in the process assisting other team members who are new to the process as well to ensure quick readiness of the team Take steps to improve performance based on coaching Production readiness of recent joiners within agreed timeline by providing guidance Actively participate in the team s or organization wide initiatives Able to handle and manage higher complexity tasks Adherence Be aware of any clients process or product 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 Reporting Create reports on specific SLAs performance measures KPIs Stakeholder Management Guide the team in preparing status updates and keep management updated about the status Training 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 to one mentorship for new joiners Escalation Escalate problems to appropriate individuals support team based on established guidelines and procedures Monitoring Monitor 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 Mentoring Mentor and provide guidance to peers and junior associates Assist recent team members in understanding the customer environment Communication Status update to the respective stakeholders and within the team Collaboration Collaborate with different towers of delivery for quick resolution within SLA document learning s for self-reference 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 SOPs are followed and mistakes are not knowingly made 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 Analytical approach Makes systematic judgments based on information and relevant assumptions Ability to follow SOP documents and escalate the s within the defined SLA Willingness and ability to learn new skills domain knowledge etc Make rule based and discretionary decisions Process Trainer Sr QA Domain Expert MIS Analyst Frontline resource - Voice Backoffice Quality Auditors SME Domain Experts Knowledge Examples Expertise with Windows Operating Systems MS Office tools English comprehension - Reading writing and speaking Domain knowledge based on process healthcare banking investment F A retail customer support etc Familiarity with work allocation and intake functions Familiarity with quality control processes including pare to analysis and root cause analysis Knowledge on security policies and tools Good understanding of customer infrastructure ability to co-relate failures Experience level - 3 to 7 years Additional Comments Derivative Services - APAC Shift Key Responsibilities o Provide a full and dedicated post execution operational support to all Fund Managers and internal teams o Monitoring and processing of all trade and lifecycle events o Providing Reporting to internal and external parties o Investigating and resolving all breaks with our executing brokers custodians and third-party administrators o Liaise with fund administrators ensuring that they receive the correct information and answering all ad hoc queries o Prioritise your own workload effectively understands when to flag escalate to more senior members of the team o Work to targeted deadlines and provide status updates when needed o Establish a close working relationship with other operational areas the Fund Managers Assistants Dealers and all external parties liaising on matters relating to day-to-day operations o Report on and escalate unresolved discrepancies falling outside agreed services standards under supervision Team Leader o Provide support and knowledge with Analyst and Junior Analyst colleagues on the team o Working with the team to improve existing processes implement change minimise and reduce operational risk under supervision of Team Leader o Ensure that procedures and controls are updated in a timely manner deadlines are met and that when required issues are escalated to senior management o Play a part in projects regulatory changes and client onboarding Skills and Behaviours Required o The role is organised within a well-established framework However the role holder is expected to play an active part in improving day-to-day procedures and how the work is to be tackled o Responsible for planning own workload typically against a backdrop of changing priorities and or external events for a day ahead o Is required to make routine judgments in situations that are understood and uncontentious Expected to seek assistance for anything complex or out of the ordinary o Prioritising the workload and working effectively towards deadlines o Confident in supporting junior team members of the team and sharing knowledge concisely o Seeks ways to improve own and team performance o Contribute positively to the implementation of change o Shows a strong aptitude for problem solving whilst always collaborating with peers to ensure solution considers all risks and works for all o View situations from multiple perspectives o Delivers excellent customer service focusing on value-add tasks o Can successfully manage BAU projects ensuring deadlines are met and expectations are managed both internally and externally o Responsible for ensuring that issues identified are fully disclosed on a timely basis Disclosure must be comprehensive and be on the same day any issue is discovered The knowledge experience and qualifications you need o Typical educational requirement A levels or equivalent o Excellent attention to detail o Proficient on Excel o Previous Derivative knowledge with exposure to numerous of OTC products The knowledge experience and qualifications that will help o Aladdin platform experience o IMC qualification o Excel Macro s BQL Microsoft Power Query Skills Transaction Management Trade Finance Operations Derivatives About UST UST is a global digital transformation solutions provider For more than 20 years UST has worked side by side with the world s best companies to make a real impact through transformation Powered by technology inspired by people and led by purpose UST partners with their clients from design to operation With deep domain expertise and a future-proof philosophy UST embeds innovation and agility into their clients organizations With over 30 000 employees in 30 countries UST builds for boundless impact touching billions of lives in the process

📌 Associate Iii - Derivatives (Tamil Nadu)
🏢 UST
📍 Tamil Nadu