Role Proficiency:

A Voice Associate should under continuous guidance be able to take customer support calls effectively and efficiently; follow the SOPs to complete the process and endeavour to resolve the issue or escalate to a more knowledgeable person to resolve in alignment with SLAs.rnA Data Associate should under continuous guidance effectively and efficiently process transactions assigned in a timely manner and ensure that quality of output and accuracy of information is maintained in alignment with SLAs.

Outcomes:

Acts under continuous guidance and support to achieve the following:

     Service Level Agreement (SLAs) specified by the client in terms of quality productivity and schedule should be managed to ensure 100% adherence.      Data: Enter and verify data; follow the SOP to ensure completion of tasks      Voice: Customer calls responses and any updates or edits to workflow based on after call work should be performed per directions.      Should be aware of any clients process product and updates and ensure 100% compliance towards the same.      Address any problems with the supervisor /QA to ensure maximum productivity and efficiency.      Take steps to improve performance based on coaching.

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

Outputs Expected:

Processing Data: Processing transactions assigned as per SOPs
Handling calls Voice: Handle customer support calls
resolve issues and complete after-call work
Issue Resolution: Identifies
analyses and solves the incidents/tickets.
Training: Attends one on one need-based domain/project/technical trainings as needed
Escalation: Escalate problems to appropriate individuals/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.
Status Reporting: Report status of tasks assigned
comply with project related reporting standards/process
Manage knowledge: Consume project related documents
share point
libraries and client universities
Release: Adhere to release management process

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)      Willingness and ability to learn new skills domain knowledge etc.      Frontline resource - Voice/Backoffice/Testing

Knowledge Examples:

     Familiar with Windows Operating Systems MS Word MS Excel etc.      English comprehension – Reading Writing and Speaking      Basic domain knowledge if possible      Experience level – Less than 2 years

Additional Comments:

Overview of Role/Principle Responsibilities: The primary responsibility of this candidate is to efficiently manage the end-to-end setup, maintenance, and closure of mandates, portfolios, agreements, and related accounts across key systems. We are looking for someone who likes working as part of a team, is comfortable with a fast-paced operations environment and has a strong attention to detail. Key Responsibilities: Client System Mandate and Portfolio set up, amendment and closure • Setup and maintenance of Mandate, Portfolios and other related items in Aladdin and data masters • Closure of accounts in Aladdin and data masters • Static data amendments • Maintenance of Aladdin Portfolio Groups • Set up and maintenance of derivative agreements in Aladdin (Deco). • Broker configuration • Fund manager changes • Investment Policy and Objective changes • Assignment of trading and other simple Portfolio Compliance rules and compliance list setup. • Trade Reporting configuration and maintenance • External Account set up, amendment and closure • Third party entity onboarding, maintenance and offboarding • Setup and maintenance of Custody, Foreign Exchange (FX) Broker, Clearing Broker, Prime Broker, Unit Trust Transfer Agent and Third Party Administrator Accounts. • Custody / Market Onboarding and maintenance. • Set up of Exchange Traded Derivative (ETD) accounts with Clearing Brokers. • Uploading of Know Your Client (KYC) and Mandate Net Asset Value (NAV) data into Counterparty Manager (CPM) system and permissioning brokers to view the documents. • Responding to Level 1 KYC queries on client entities • Monitoring expiring documents (tax docs / annual reports) and refreshing in CPM. Client Fund Implementation, launch and lifecycle events • Launch and closure of Funds and share classes • Side pocket creations and redemptions • Shareholder mailings • Legal Entity Identifier (LEI) creation & renewals for Client funds Skills and Behaviours Required? • Managing a high volume of varied tasks efficiently and meeting internal and external deadlines. • Collecting, verifying, storing, and maintaining accurate operational data. • Excellent attention to detail. • Good understanding of operational risks • Proficient on Excel What you’ll be like • A keen eye for detail is crucial for reviewing documentation, ensuring compliance with regulatory standards, and accurately processing client information. • Strong organisational abilities are needed to manage multiple events simultaneously, prioritising tasks and maintaining a smooth and efficient workflow. • The ability to identify issues and develop solutions quickly and effectively is important for addressing any challenges that may arise during the onboarding process. • The ability to analyse data and workflows can help improve processes and enhance the efficiency of the onboarding experience.