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.

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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