Complaint Manager

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 Complaints Manager is responsible for leading the end-to-end complaints management function across multiple clients, ensuring all complaints are handled in a timely, fair, and compliant manner. This role provides leadership to the complaints team, oversees complex investigations, ensures adherence to regulatory timeframes, and partners with internal and external stakeholders, including clients, to drive high-quality complaint outcomes and identify opportunities for continuous improvement.

The Complaints Manager plays a key role in supporting the Head of Operational Excellence by providing insights, reporting, and governance across the complaints process, and by contributing to broader service quality and customer experience initiatives. The key responsibilities of the Complaints Manager are:

• Support the Head of Operational Excellence in the execution and continuous improvement of complaint management processes, ensuring timely, accurate, and effective resolution across all clients
• Lead end-to-end complaint management, including oversight of workflow, triage, and resolution activities across multiple clients, as well as leadership, coaching, and support for the broader Complaints Team and key stakeholders involved in the complaints process
• Conduct detailed investigations and root cause analysis to ensure complaint outcomes are fair, well-reasoned, compliant, and aligned with organisational and regulatory expectations
• Prepare high-quality reporting and analyse complaint trends to identify systemic issues, emerging risks, and opportunities for process or service improvement
• Collaborate and liaise with internal business units to facilitate efficient resolution of complaints, ensuring engagement is professional, well-coordinated, and customer-focused
• Manage and monitor complaints raised by members, ensuring all matters are handled within required legislative and regulatory timeframes, and providing guidance to the team to support accurate and timely dispute resolution
• Lead client meetings and forums relating to complaints management, providing insights, updates, and assurance on performance, trends, risks, and continuous improvement initiatives.

What You Will Bring:

• Experience in complaints management within the superannuation industry.
• In-depth knowledge of internal dispute resolution processes and familiarity with ASIC's Regulatory Guide (RG 271).
• Strong analytical and problem-solving skills
• Excellent verbal and written communication skills
• Experience in maintaining positive client relationships
• High attention to detail
• A team player who is committed to fairness, quality and continuous improvement.
• Knowledge of superannuation and systems
• Ability to adapt quickly to changing environments

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.

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.