Description
We are seeking an Operations Analyst to join our team in Jaipur, India.
The Operations Analyst will be responsible for day-to-day review of voice logs between Client Relationship Managers and clients where trade details are discussed and agreed.
Key Responsibilities:
- Review voice logs to validate that trade details have been discussed and agreed as per the required standards.
- Listen to and understand client and RMs discussions and accurately document the agreed details or the prescribed business template, as applicable.
- Complete the relevant product-specific voice log review template with accurate details, observations, and outcome of the review.
- Identify and highlight missing, incomplete, inconsistent, or unclear trade details and escalate exceptions to the relevant stakeholders within agreed timelines.
- Ensure accurate and timely completion of daily production activities in line with defined SLAs, cut-off times, and quality expectations.
- Perform quality checks on completed reviews to support consistency, audit readiness, and control effectiveness.
- Assist in preparing and reviewing daily control / production reports, including tracking of open items, exceptions, and follow-ups.
- Support follow-up with RC / business teams for clarification or resolution of deficiencies noted during voice log review.
- Maintain proper documentation and evidence of review outcomes to support internal control, audit, and management reporting requirements.
- Coordinate with team members and stakeholders on complex cases, escalations, reporting requirements, and process improvements.
- Act as backup for peers during absence and support knowledge sharing, cross-training, and continuous improvement within the team.
- Perform other administration, reporting, and control-related tasks as assigned.
Requirements:
- Minimum educational qualification: University graduate with a Bachelor’s Degree.
- Good command of business English for accurate documentation, exception reporting, and stakeholder communication.
- Understanding of trade lifecycle, banking / wealth management products, or control review processes will be an added advantage.
- Strong listening, comprehension, documentation, and analytical skills with high attention to detail.
- Ability to identify gaps, inconsistencies, missing information, and potential control issues from recorded conversations.
- Candidates are required to be proficient in Microsoft Office applications, especially Excel, Word, and PowerPoint.
- Highly motivated, quality-focused, and able to work independently as well as collaboratively within a team environment.
- Ability to multi-task and work under pressure to meet production timelines, cut-off times, and quality standards.
- Good communication skills and ability to manage routine queries / first-level escalations professionally.
Benefits:
- Best in class leave policy.
- Gender neutral parental leaves
- 100% reimbursement under childcare assistance benefit (gender neutral)
- Sponsorship for Industry relevant certifications and education
- Employee Assistance Program for you and your family members
- Comprehensive Hospitalization Insurance for you and your dependents
- Accident and Term life Insurance
- Complementary Health screening for 35 yrs. and above