Senior Analyst

Assets Servicing

Job Location: Gurgaon, Bangalore Shift Time: 2:00 PM-11:30 PM

JOB DESCRIPTION:

Responsibilities:

• Hands on experience with asset servicing, processing of paydown, interest and corporate actions for bonds- both mandatory and voluntary corporate actions.

• Hands on experience of using Bloomberg / Refinitiv / DTC for checking trade tickets, accrued interest, corporate actions etc.

• Good to have knowledge on deal documents for private bonds. Good to have knowledge on waterfall payments.

• Reconcile cash and positions across all funds on daily basis using DUCO platform

• Work across multiple groups to troubleshoot technical and accounting.

• Ensure all the activities are processed and updated in Geneva. Reach out to Agents / Custody / Internal team for resolving exceptions on daily basis.

• Escalation of unresolved cash and position breaks to Manager and onshore team

• Create SOP and participate in training program

• Liaise with global teams and support ongoing projects, system integration, perform UAT, as needed

• Review and action incorrect PNL changes in the system (Geneva) vs Thirdparty or Day over day changes. Understanding of Accounting knowledge like PNL, Realized and Unrealized, FX PNL, Accrued Interest / Daily Interest on the various asset class like Bonds, Pvt Deal etc

• Review Deal Document / Credit Agreements / Notices for the asset setup in Geneva

Desired Candidate Profile:

Knowledge of Private Deals / Bonds

• Processing experience of using Geneva as a tool for booking capital activities, bond paydowns and interest (both fixed and variable bond)

• Reconciliation experience of Cash and Position using DUCO or any other Recon platform

• Hands on experience of processing activities manually in Geneva related to Credit events.

• Good to have knowledge on private placements, Bloomberg, Refinitiv/DTC, Bond Trade lifecycle

• Awareness of Agents Banks, Trustee’s and Custodian role in supporting Private Credit assets

• Strong Microsoft Office skills (MS Excel, MS PowerPoint and MS Word) with high proficiency in Microsoft Excel

• Highly motivated and the ability to effectively work as an individual contributor and possess strong analytical, problem solving, critical thinking and decision-making skills, multitask and deliver under tight deadlines

• The profile involves effective communication across Clients' facilities globally and hence possessing excellent interpersonal and communication skills in verbal and written English is a must

Do

Support process by managing transactions as per required quality standards

• Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner

• Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue

• Update own availability in the RAVE system to ensure productivity of the process

• Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions

• Follow standard processes and procedures to resolve all client queries

• Resolve client queries as per the SLA’s defined in the contract

• Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients

• Identify and learn appropriate product details to facilitate better client interaction and troubleshooting

• Document and analyze call logs to spot most occurring trends to prevent future problems

• Maintain and update self-help documents for customers to speed up resolution time

• Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution

• Ensure all product information and disclosures are given to clients before and after the call/email requests

• Avoids legal challenges by complying with service agreements

Deliver excellent customer service through effective diagnosis and troubleshooting of client queries

• Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions

• Assist clients with navigating around product menus and facilitate better understanding of product features

• Troubleshoot all client queries in a user-friendly, courteous and professional manner

• Maintain logs and records of all customer queries as per the standard procedures and guidelines

• Accurately process and record all incoming call and email using the designated tracking software

• Offer alternative solutions to clients (where appropriate) with the objective of retaining customers’ and clients’ business

• Organize ideas and effectively communicate oral messages appropriate to listeners and situations

• Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs

Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client

• Undertake product trainings to stay current with product features, changes and updates

• Enroll in product specific and any other trainings per client requirements/recommendations

• Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client

• Update job knowledge by participating in self learning opportunities and maintaining personal networks

Deliver

No
Performance Parameter
Measure

1
Process
No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback

2
Self- Management
Productivity, efficiency, absenteeism, Training Hours, No of technical training completed