Client Experience - Manager Client Support

{"description": "As a leading financial services and healthcare technology company based on revenue, SS&C is headquartered in Windsor, Connecticut, and has 27,000+ employees in 35 countries. Some 20,000 financial services and healthcare organizations, from the world's largest companies to small and mid-market firms, rely on SS&C for expertise, scale, and technology.

Job Description

Get To Know Us:

SS&C Technologies is the world's largest independent hedge fund and private equity administrator, as well as the largest mutual fund transfer agency. SS&C's unique business model combines end-to-end expertise across financial services operations with proprietary software and solutions to service even the most demanding customers in the financial services and healthcare industries.

SS&C Global Investor Distribution Solutions (GIDS) provides information processing and computer software services and products. The Company's operating segments include financial markets, customer management, professional services, and output solutions. SS&C GIDS serves the alternative investments, asset and wealth management, banking and lending, insurance, and real estate industries.

Why You Will Love It Here!

• Flexibility: Hybrid Work Model
• Your Future: Income Protection Insurance
• Work/Life Balance: Flexible Time Off
• Your Wellbeing: Private Health Insurance discount, Primary & Secondary Paid Parental leave, Death & TPD Insurance
• Diversity & Inclusion: Committed to Welcoming, Celebrating and Thriving on Diversity
• Training: Hands-On, Team-Customised, including SS&C University
• Extra Perks: Discounts on fitness clubs, travel and more!

What You Will Get To Do:

The Manager, Client Support plays a key role in delivering exceptional client service by overseeing the day-to-day operational support for client and investor-related queries. The role is responsible for driving timely issue resolution, optimising service delivery, and managing operational risk, while building strong client relationships and ensuring adherence to regulatory and compliance requirements.

• Act as an escalation point for service issues and operational challenges, managing routine escalations and ensuring timely, effective resolution.
• Collaborate with clients and internal teams to communicate outcomes, resolve issues, and identify opportunities to enhance service delivery.
• Build strong client relationships by developing an understanding of client business processes and conducting regular meetings and feedback sessions to assess service quality and improvement opportunities.
• Oversee the team to deliver timely and accurate responses to client queries, working closely with operational teams to ensure efficient service delivery.
• Maintain quality and consistency across all client support channels, promoting best practices in communication and proactive issue resolution.
• Provide support for transfer agency operational escalations related to transaction processing and investor servicing.
• Monitor BAU client activity to ensure adherence to Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) across the team and allocated clients.
• Identify and implement opportunities for process optimisation and operational efficiency within the client support function.
• Use insights and feedback from client interactions to continuously improve service delivery models.
• Ensure all operational support and escalation processes comply with relevant regulatory and compliance requirements.
• Partner with Risk and Compliance teams to monitor and maintain appropriate operational risk controls.
• Maintain accurate documentation for escalations, procedures, business rules, and client resource materials, ensuring they remain current and implemented across relevant business units.
• Lead, mentor, and develop the Client Support team, fostering a client-centric culture focused on service excellence and continuous improvement.
• Conduct regular one-on-one meetings, quarterly performance reviews, and support ongoing development and capability uplift across the team.
• Track and report on service performance metrics such as resolution times, client satisfaction, and operational accuracy, using reporting tools such as AOM.
• Prepare and present regular performance reports and insights to internal stakeholders and senior leadership.

What You Will Bring:

• Demonstrated ability to lead, inspire, and motivate teams to deliver service excellence, enhance client satisfaction and retention, and foster a positive, collaborative work environment.
• Strong understanding of transfer agency operations or fund administration.
• Experience driving service delivery optimisation and continuous improvement initiatives.
• Sound awareness of operational risk and regulatory compliance requirements impacting transfer agency operations.
• Strong stakeholder management skills with the ability to collaborate and influence across cross-functional teams.
• Customer-focused mindset with the ability to understand and respond to both internal and external client needs and expectations.
• 5+ years' experience in Financial Services or Wealth Services, including at least 3+ years in Registry, Custodial Services, or Fund Administration.
• Proven track record in service delivery, client support, or operational functions.
• 3+ years' experience managing and leading service teams in a B2B environment with a focus on driving service excellence.

We encourage applications from people of all backgrounds to enable us to bring diverse perspectives to our thinking and conversation. It's important to us that we strive to have a workforce that is diverse in the widest sense.

Thank you for your interest in SS&C! If applicable, to further explore this opportunity, please apply directly with us through our Careers page on our corporate website @ www.ssctech.com/careers.

Unless explicitly requested or approached by SS&C Technologies, Inc. or any of its affiliated companies, the company will not accept unsolicited resumes from headhunters, recruitment agencies, or fee-based recruitment services.

Applications will be accepted on an ongoing basis until the position is filled.

SS&C Technologies is an Equal Employment Opportunity employer and does not discriminate against any applicant for employment or employee on the basis of race, color, religious creed, gender, age, marital status, sexual orientation, national origin, disability, veteran status or any other classification protected by applicable discrimination laws.", "salary_raw": "Row(double=None, string=None)"}