Associate II - Asset Servicing

Chennai, Tamil Nadu
Permanent
Full-time

2 months ago

Job Description:Voice & Data Associate – Asset Servicing Role ProficiencyA Voice Associate should, under very minimal guidance, be able to:Handle customer support calls efficiently and effectively.Follow defined SOPs to resolve or escalate issues appropriately within SLA timelines.A Data Associate should, under very minimal guidance, be able to:Process assigned transactions efficiently and accurately.Maintain high standards of output quality and data accuracy in line with SLAs.Key Responsibilities & OutcomesService DeliveryEnsure 100% adherence to SLAs related to quality, productivity, and schedule.Process customer transactions or handle voice calls as per SOP.Stay up to date on client process/product changes and ensure full compliance.Provide guidance to new team members to accelerate their process readiness.Take ownership of higher complexity tasks with minimal supervision.Recommend and support automation and process optimization initiatives.Process AdherenceFollow all organization and customer-defined processes.Adhere to policies, ethical standards, and business conduct guidelines.Consult with mentors when in doubt to ensure alignment with standards.Quality & ReportingPerform quality control checks as required.Report daily task completion, prepare transaction summaries, and update dashboards.Maintain error-free records and compliance with project-level reporting formats.Issue ResolutionAnalyze, resolve, and document issues and incidents independently.Collaborate with supervisors or QA to ensure efficiency and productivity.Escalate unresolved or high-impact issues per escalation matrix.Productivity & EfficiencyComplete all assigned tasks with zero/minimal errors.Take actionable steps from feedback and coaching to improve performance.Track progress of support requests and provide timely updates to stakeholders.Collaboration & CommunicationWork closely with other delivery towers to ensure SLA-compliant issue resolution.Document and share learnings for individual and team growth.Communicate status updates clearly to internal teams and stakeholders.Training & MentorshipComplete all mandatory and need-based training on time.Provide on-floor support and 1:1 mentorship for new joiners.Help new members understand the customer environment and processes.Knowledge ManagementUtilize documentation tools, SharePoint, and client knowledge repositories.Share knowledge and support continuous improvement initiatives.Measures of Success (KPIs)100% adherence to SLA (quality, timeliness, and productivity)Zero client escalationsTimely resolution of issues and incidentsCompletion of all training requirements on timeProduction readiness of new team members within defined timelinesNumber of quality outputs, tasks completed, and issues fixedAdherence to defined SOPs and compliance policiesExpected OutputsAreaOutput Description Data Processing Accurately process assigned transactions per SOPs.
Voice Handling Take customer calls, resolve issues, complete after-call work.
Production Independently handle complex calls/transactions.
Quality Control Review transactions of peers and ensure process accuracy.
Reporting Create reports, maintain trackers, enter data into systems, report status updates.
Issue Resolution Identify, troubleshoot, and solve issues; escalate per guidelines when required.
Mentoring Train and support new joiners; foster early team readiness.
Collaboration Engage with team members and cross-functional units to ensure process success.Skills & CompetenciesTechnical SkillsTyping speed of 15 WPM with 80% accuracyProficient in MS Word and ExcelFamiliarity with Aladdin and tools such as SWIFTExperience in data entry, reporting, and document handlingCore CompetenciesCustomer Focus: Dedicated to prompt and quality serviceAttention to Detail: Ensures SOPs are followed without errorTeamwork: Cooperates and contributes positively within the teamCommunication:Voice: Accent-neutral, clear articulation, good grammarData: Clear written communication with appropriate toneAnalytical Thinking: Understands the broader implications of data and issuesDecision-Making: Makes rule-based judgments under guidanceLearning Agility: Willingness to learn new skills and domainsKnowledge RequirementsDomain KnowledgeFamiliarity with industry-specific domains such as:Banking, Investment, F&A, Retail, Healthcare, Customer SupportGood understanding of customer infrastructure and how to correlate process failuresKnowledge of trade operations across:Equities, Fixed Income, FX, Money MarketsAwareness of:Derivatives, Collateral Management, Cash Operations, Corporate ActionsWorking knowledge of:SWIFT Messaging, Transaction Lifecycle, Income ProcessingOperational FamiliarityExperience with intake, work allocation, and escalation proceduresUnderstanding of risk controls in asset servicing and transaction handlingExperience2 to 5 years of relevant experience in voice or back-office operationsPrior experience in asset servicing or financial services is preferredAdditional Comments – Asset Servicing FocusKey Responsibilities:Complete assigned tasks timely; escalate if delayedResolve stock/cash discrepancies per protocolHandle client and internal queries professionallyEscalate risks or unresolved issues responsiblySupport process improvements and automationSkills & Behavior:Reliable in changing prioritiesMakes decisions confidently; seeks help when unsureMentors juniors and ensures team successClearly reports issues as they occurMust-Have Experience:Aladdin platform experienceAttention to detail and Excel proficiencyNice-to-Have Experience:Derivatives and collateral knowledgePayments, SWIFT messaging, and corporate actions familiarityAwareness of operational risk across asset lifecyclesSkills:Asset Servicing,Transaction Management,Trade Finance OperationsAbout Company: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.

UST

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