Long Description

Key Responsibilities:

Funding and Portfolio Management:

• Assist in processing fundings for DDTL and RCF facilities.
• Act as a primary point of contact for the investment team and external clients, ensuring proactive management of the loan portfolio.
• Monitor borrower and administrative agent emails for new borrowing requests and prepare related capital call files.

Research and Analysis:

• Conduct detailed research using various data vendors and systems to validate static data and other portfolio details.
• Perform detailed analysis and ensure timely delivery within a highly compliant, error-free framework.

Deal Closings:

• Participate in private deal closing activities, including:
• Ensuring Know Your Customer (KYC) requirements are completed.
• Reviewing and confirming closing documentation. – Credit Agreement, Fee Letter & Etc
• Notifying relevant parties of upcoming fundings.
• Liaise with internal and external stakeholders (e.g., Legal, Deal Teams, Tax, Global Fund Finance, Administrators, Trustees) to ensure smooth execution of deal closing mechanics.

Job Description

Process Improvement and Risk Management:

• Identify and implement process improvement initiatives, ensuring risk and controls are adequately addressed during implementation.
• Develop and maintain Standard Operating Procedures (SOPs) to ensure best practices.
• Track investment transfers and paydowns to enhance fund flow processes.

Operational Excellence:

• Support middle-office and back-office operations as part of daily business-as-usual (BAU) activities, ensuring tasks are completed efficiently and accurately.
• Escalate issues promptly and clearly to relevant teams, ensuring timely resolution and risk mitigation.

• Maintain a strong understanding of corporate structures and relationships between entities and their parent issuers.
• Collaborate closely with clients and onshore counterparts to understand requirements, deliver functional solutions, and drive process improvements.

• Inform treasury on all the upcoming fundings on timely basis to ensure adequate fund availability and operational continuity.

Qualifications and Skills:

• Strong research and analytical skills with attention to detail.
• Proficiency in financial applications such as ClearPar, Axiom, Markit, and advanced Excel.
• Excellent communication and interpersonal skills to interact effectively with internal and external stakeholders.
• Ability to work under pressure and deliver within tight deadlines while maintaining accuracy.
• Familiarity with middle-office and back-office operations in financial services.
• Ability to manage multiple priorities and adapt to changing requirements.
• Candidate should be ready to work in Night shift that is late Indian hours

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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