Job Description:Job Description: Voice & Data Associate (Asset Servicing) Role ProficiencyA Voice Associate or Data Associate is expected to:Work independently to deliver customer support (voice) or process transactions (data) efficiently and accurately.Adhere to standard operating procedures (SOPs) and service-level agreements (SLAs).Address escalated issues or route them appropriately for resolution.Assist and mentor new associates and support the Lead I – BPM with process and quality improvement.Key Responsibilities & OutcomesService DeliveryEnsure 100% adherence to SLAs in terms of quality, productivity, and timeliness.For Voice roles: Handle customer calls, provide resolutions, and complete after-call work accurately.For Data roles: Accurately process transactions, input/verify data, and follow SOPs.Guide and support team members in process execution and issue resolution.Perform quality audits (QA) on production tasks and assist with root cause analysis (RCA).Create and manage performance reports to track productivity and SLA compliance.Suggest and implement ideas to automate and simplify operations for increased efficiency.Issue ManagementAddress issues directly or escalate in alignment with SOPs.Collaborate with supervisors and QA teams for resolution of complex problems.Ensure zero client escalations through proactive management.Mentoring & TrainingMentor junior team members (A1 & A2 levels) and support their process onboarding.Conduct floor training and one-on-one mentorship for new joiners.Ensure timely completion of all mandatory training requirements.Support team’s production readiness through ongoing guidance.Reporting & MonitoringGenerate reports on SLAs, KPIs, and performance metrics.Keep all stakeholders updated with accurate and timely status updates.Monitor support requests and maintain communication with users and support teams.Compliance & AdherenceEnsure 100% compliance with client-specific processes and organization-wide policies.Adhere to release management processes and SOPs.Stay up to date with any process or product updates.Collaboration & CommunicationCollaborate with cross-functional teams to resolve issues within SLA timelines.Maintain documentation for future reference and knowledge sharing.Communicate clearly and effectively with team members, supervisors, and clients.Measures of Success (KPIs)100% adherence to SLA and quality benchmarksTimely resolution of client and internal queriesCompletion of all mandatory trainingsNo client escalations or non-compliance issuesTimely submission of RCA, QA, and performance reportsProduction readiness of new hires within defined timelinesSkills & CompetenciesTechnical SkillsProficient with Windows OS, MS Office (Excel, Outlook, Word)Familiarity with tools like Aladdin, CTM, CLS, SWIFTKnowledge of global markets and transaction lifecycleExperience in trade operations across asset types: Equities, Fixed Income, FX, Money MarketsExposure to corporate actions, cash processing, and payment handlingBehavioral SkillsCustomer Focus: Goes the extra mile to ensure customer satisfaction.Attention to Detail: Ensures accuracy and follows SOPs rigorously.Teamwork: Works collaboratively and respects peers.Communication: Clear verbal and written communication (accent-neutral for voice).Analytical Thinking: Applies logic to identify issues and solutions.Initiative: Proactively suggests improvements and automation.Additional SkillsTyping Speed: Minimum 15 WPM with 80% accuracyDecision Making: Capable of making rule-based and discretionary decisionsCoaching & Mentoring: Guides junior resources effectivelyFlexibility: Adapts to change and prioritizes work efficientlyExperience & QualificationsExperience Required3–7 years in Voice/Data operations, preferably in:Asset servicingBanking, investment, or financial services domainsTrade operations and transaction lifecycle managementPreferred KnowledgeSWIFT messaging and corporate actions processingOTC derivatives and collateral managementRisk identification and escalationWork allocation, intake, and quality control processesAdditional ExpectationsContribute to a positive team environmentSuggest process improvements and cost-efficiency ideasMaintain procedural documentation and escalate gapsActively participate in team and organizational initiativesSkills: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.
