Voice & Data Associate – Asset Servicing Role Proficiency

A 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 & Outcomes

Service Delivery

Ensure 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 Adherence

Follow 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 & Reporting

Perform 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 Resolution

Analyze, 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 & Efficiency

Complete 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 & Communication

Work 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 & Mentorship

Complete 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 Management

Utilize 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 escalations

Timely resolution of issues and incidents

Completion of all training requirements on time

Production readiness of new team members within defined timelines

Number of quality outputs, tasks completed, and issues fixed

Adherence to defined SOPs and compliance policies

Expected Outputs

AreaOutput 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 & Competencies

Technical Skills

Typing speed of 15 WPM with 80% accuracy

Proficient in MS Word and Excel

Familiarity with Aladdin and tools such as SWIFT

Experience in data entry, reporting, and document handling

Core Competencies

Customer Focus: Dedicated to prompt and quality service

Attention to Detail: Ensures SOPs are followed without error

Teamwork: Cooperates and contributes positively within the team

Communication:

Voice: Accent-neutral, clear articulation, good grammar

Data: Clear written communication with appropriate tone

Analytical Thinking: Understands the broader implications of data and issues

Decision-Making: Makes rule-based judgments under guidance

Learning Agility: Willingness to learn new skills and domains

Knowledge Requirements

Domain Knowledge

Familiarity with industry-specific domains such as:

Banking, Investment, F&A, Retail, Healthcare, Customer Support

Good understanding of customer infrastructure and how to correlate process failures

Knowledge of trade operations across:

Equities, Fixed Income, FX, Money Markets

Awareness of:

Derivatives, Collateral Management, Cash Operations, Corporate Actions

Working knowledge of:

SWIFT Messaging, Transaction Lifecycle, Income Processing

Operational Familiarity

Experience with intake, work allocation, and escalation procedures

Understanding of risk controls in asset servicing and transaction handling

Experience

2 to 5 years of relevant experience in voice or back-office operations

Prior experience in asset servicing or financial services is preferred

Additional Comments – Asset Servicing Focus

Key Responsibilities:

Complete assigned tasks timely; escalate if delayed

Resolve stock/cash discrepancies per protocol

Handle client and internal queries professionally

Escalate risks or unresolved issues responsibly

Support process improvements and automation

Skills & Behavior:

Reliable in changing priorities

Makes decisions confidently; seeks help when unsure

Mentors juniors and ensures team success

Clearly reports issues as they occur

Must-Have Experience:

Aladdin platform experience

Attention to detail and Excel proficiency

Nice-to-Have Experience:

Derivatives and collateral knowledge

Payments, SWIFT messaging, and corporate actions familiarity

Awareness of operational risk across asset lifecycles