Job Description: Voice & Data Associate (Asset Servicing) Role Proficiency

A 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 & Outcomes

Service Delivery

Ensure 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 Management

Address 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 & Training

Mentor 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 & Monitoring

Generate 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 & Adherence

Ensure 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 & Communication

Collaborate 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 benchmarks

Timely resolution of client and internal queries

Completion of all mandatory trainings

No client escalations or non-compliance issues

Timely submission of RCA, QA, and performance reports

Production readiness of new hires within defined timelines

Skills & Competencies

Technical Skills

Proficient with Windows OS, MS Office (Excel, Outlook, Word)

Familiarity with tools like Aladdin, CTM, CLS, SWIFT

Knowledge of global markets and transaction lifecycle

Experience in trade operations across asset types: Equities, Fixed Income, FX, Money Markets

Exposure to corporate actions, cash processing, and payment handling

Behavioral Skills

Customer 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 Skills

Typing Speed: Minimum 15 WPM with 80% accuracy

Decision Making: Capable of making rule-based and discretionary decisions

Coaching & Mentoring: Guides junior resources effectively

Flexibility: Adapts to change and prioritizes work efficiently

Experience & Qualifications

Experience Required

3–7 years in Voice/Data operations, preferably in:

Asset servicing

Banking, investment, or financial services domains

Trade operations and transaction lifecycle management

Preferred Knowledge

SWIFT messaging and corporate actions processing

OTC derivatives and collateral management

Risk identification and escalation

Work allocation, intake, and quality control processes

Additional Expectations

Contribute to a positive team environment

Suggest process improvements and cost-efficiency ideas

Maintain procedural documentation and escalate gaps

Actively participate in team and organizational initiatives