Senior Analyst

Job Description

Job Location: Gurgaon and Mumbai

Time: 2:00 PM-11:30 PM

WFO Only

JOB DESCRIPTION:

Responsibilities:

• Hands on experience with asset servicing, processing principal activities like Drawdown, Paydown, Interest in Geneva

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

• Reviewing upcoming activities exceptions from Geneva – WSO accelerator, contract modifications as per the agent notices.

• Work across multiple groups to troubleshoot technical and accounting problems

• Ensure all the activities are processed and updated in Geneva. Reach out to Agents / Trustee / 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

Desired Candidate Profile:

• Knowledge of Syndicated Bankloan/ Private Credit / CLO’s

• Processing experience of using Geneva as a software tool for Syndicated Bankdebt Module

• 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 Facilities in Geneva

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

• 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

• A demonstrated ability to write effectively and summarize large amounts of information succinctly and quickly

• A desire to work in an international team environment, often under pressure and with multiple stakeholder

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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

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### **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

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### **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

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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