Senior Analyst

Job Description

Job Title: Analyst Location: Bangalore, India

Business Unit: Credit Reporting

About the Team:

This team is responsible for Investment and Performance Reporting for the Private Credit funds. This role will require working closely with the Credit Reporting team in New York.

Key Responsibilities:

Develop a strong understanding of Private Credit funds’ operations, quarterly reporting deliverables, financial systems/applications, and reporting source data.

• Develop expertise in investment metrics and their impact on deal-level P&L.

• Prepare and review customized reporting templates for all Private Credit funds, ensuring accuracy and quality.

• Prepare Quarterly Investor Reports and Performance Summaries.

• Perform IRR and MOIC calculation for Private Credit funds.

• Handle ad-hoc requests efficiently.

• Conduct detailed reconciliations between administrative records and internal reports regularly.

• Identify discrepancies, investigate root causes, and provide clear documentation of findings to administrators.

• Collaborate with various departments to gather necessary data and resolve reconciliation issues effectively.

Desired Candidate Profile:

• MBA/Postgraduate with good knowledge in Finance and Reporting.

• Candidates must have 1-2 years of relevant experience in financial reporting and performance reporting.

• Strong Microsoft Office skills (MS Excel, MS PowerPoint and MS Word)

• 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 stakeholders.

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