Analyst

Job description:Trade Support Job DescriptionShift - 6:00 PM -3:30 AMLocation - GurugramDesignation - Analyst Process Overview* Trade Support Trade Support Team is responsible for Bookings, Confirmation & Settlement of Bonds and Term Loans Products. Team is responsible for multiple activities for Middle office and Back-office operations. Team support settlement Activities for DTC, FED, Euroclear, CEDEL Market, ClearPar for Term Loan. Trade Support closely work with Data Governance and Asset Servicing Team.Also Responsible Post settlements activities such as Failed Trades and Claims Management, Also ensuring Timely matching of unconfirmed Trades from Previous business day.Job Description*This role is primarily responsible for managing end to end trade Support activities e.g. Trade Bookings/Confirmation/Settlements activities for DTC/ Euroclear/Fed and CEDEL Market. Ensuring all Trades are booked on time in Order Management System, Confirming all Trades with CPTY On T+0, on VD+2 ensure all trades are pre-matched and settled on good value date. Resolving daily issues and challenges come across in Trade Support Process. Also, Responsible for working on Term Loan Settlement process using various tools e.g., ClearPar, Geneva. Requirements*o    Education* - B.Com / MBA (Finance)Mandatory skills*-o    Understanding of Investment Banking and financial products e.g. Bonds, equity, Term Loan etc.o    Sound understanding of Fixed Income Products, Equities. MM and Derivatives Products. FX, OTC trade processing background with risks and controls surrounding this function.o    Good understanding of trade life cycle.o    Excellent verbal and written communication skills and effective interpersonal skills.o    Ability to work under pressure with excellent attention to detail,o    Ability to multitask, prioritizeo    liaison with Stakeholders, Counterparties, Custodian, Front Office and trading desk,o    Experience / working knowledge of Trade support Activities for Fixed income market. o    Escalation of critical risks & non-compliance with policies, standards, and limitsJob Location* Gurugram͏ DoSupport process by managing transactions as per required quality standardsFielding all incoming help requests from clients via telephone and/or emails in a courteous mannerDocument all pertinent end user identification information, including name, department, contact information and nature of problem or issueUpdate own availability in the RAVE system to ensure productivity of the processRecord, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutionsFollow standard processes and procedures to resolve all client queriesResolve 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 clientsIdentify 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 problemsMaintain and update self-help documents for customers to speed up resolution timeIdentify red flags and escalate serious client issues to Team leader in cases of untimely resolutionEnsure all product information and disclosures are given to clients before and after the call/email requestsAvoids legal challenges by complying with service agreements͏ Deliver excellent customer service through effective diagnosis and troubleshooting of client queriesProvide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutionsAssist clients with navigating around product menus and facilitate better understanding of product features Troubleshoot all client queries in a user-friendly, courteous and professional mannerMaintain logs and records of all customer queries as per the standard procedures and guidelinesAccurately process and record all incoming call and email using the designated tracking softwareOffer alternative solutions to clients (where appropriate) with the objective of retaining customers’ and clients’ businessOrganize ideas and effectively communicate oral messages appropriate to listeners and situationsFollow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs͏ Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/clientUndertake product trainings to stay current with product features, changes and updatesEnroll in product specific and any other trainings per client requirements/recommendationsPartner with team leaders to brainstorm and identify training themes and learning issues to better serve the clientUpdate job knowledge by participating in self learning opportunities and maintaining personal networks͏ Deliver NoPerformance ParameterMeasure1ProcessNo. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback2Self- ManagementProductivity, efficiency, absenteeism, Training Hours, No of technical training completed