Job Description

Job Title- Lead Analyst
Job Location: Bangalore( Work from office)
Time: 12:00 PM to 9:30 pm / 2:00 to 11:30 PM ( need to be comfortable for both the slots )
Job Responsibilities:

• To work on Private Equity / Real Estate / Hedge Fund Operations such as Fund / Financial Accounting -

Book Keeping, Journal Posting, Preparation of Financial Statements.
Management Fee Carried Interest and Expense Calculation & Posting. Capital Calls - Preparation of
Capital Call memos, LC Opening, Follow Up with LPs for funding Distribution - Preparation of
Distribution working, LP Memo Preparation, Fund Transfer Wire preparation, Repayment of LCs
Reconciliation - Cash Reconciliation, Cash Tracking, Posting Entries, Cash reporting. Tracking of Capital
transactions. Valuation - Valuation of Portfolio Investments.

• To prepare and submit Fund and Investor Reports accurately as per SLA
• To meet TAT and deliver error free services
• To work on partnership accounting Applications
• To strive to create a healthy and professional work environment in the team
• Display interpersonal skills in handling the day to day operations on the floor.
• Suggest and work on process improvements Idea

Domain Skills:

• Very good understanding of Financial Accounting
• General understanding of Capital Markets
• General understanding of Banking
• General understanding of Private Equity / Real Estate / Hedge Funds
• Hands on experience of Private Equity / Real Estate / Hedge Funds systems
• Reasonable understanding of Private Equity / Real Estate / Hedge Funds processes such as

Accounting, Investor Reporting, Capital Calls, Distribution, Financial Statements etc.
Essential General skills:

• Advanced knowledge of MS Office tools. Very Good written & spoken communication skills; Good

Analytical Skills & problem solving skills Pro-active & Positive Attitude Ability to Work efficiently and
effectively in a team; Excellent Customer facing Skills and Ability to build Rapport with Clients Have
the ability to escalate issues on time to ensure quick resolution Good phone & email etiquettes.
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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
No Performance Parameter Measure
1 Process No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback
2 Self- Management Productivity, efficiency, absenteeism, Training Hours, No of technical training completed
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