Trade Support

Job Description

Shift - 6:00 PM -3:30 AM

Location - Gurugram

Designation - 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, prioritize
o    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 limits

Job Location* Gurugram

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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