Manager, Risk & Compliance Incidents and Complaints
Manager, Risk & Compliance Incidents and Complaints
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Job Description
As a leading financial services and healthcare technology company based on revenue SS&C is headquartered in Windsor Connecticut and has 27000 employees in 35 countries. Some 20000 financial services and healthcare organizations from the worlds largest companies to small and midmarket firms rely on SS&C for expertise scale and technology.
Job Description
Get To Know Us:
SS&C Global Investor Distribution Solutions (GIDS) and Retirement Solutions (RS) provide information processing and computer software services and products. The Companys 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.
SS&C is a leading provider of outsourced registry services in Australia specialising in technologydriven solutions with high levels of automation across institutional and retail markets. With 600 employees primarily based in Melbourne and Sydney the Australian division focuses on Unit Registryknown globally as Transfer Agencytechnology and services. As the largest Transfer Agency provider in Australia SS&C delivers comprehensive endtoend solutions for Fund Managers and Custodians.
Why You Will Love It Here!
Flexibility: Hybrid Work Model
Your Future: Income Protection Insurance & Salary Continuance
Work/Life Balance: Generous Bereavement & Compassionate leave
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: HandsOn TeamCustomized including SS&C University
Extra Perks: Discounts on fitness clubs travel and more!
What You Will Get To Do:
The Manager Risk & Compliance Incidents and Complaints is key to managing and mitigating operational risks within the first line of defence. This role oversees manages and reports on operational risk incidents and client complaints ensuring risks are swiftly identified investigated and resolved in compliance with regulatory standards. Working closely with the Head of Operational Risk and Compliance this position is essential in fostering a culture of risk awareness driving process improvements and maintaining operational integrity across the organisation.
Oversee the endtoend management of operational risk incidents ensuring all are logged investigated analysed for root causes and resolved in line with internal policies and regulatory requirements.
Lead the complaints management process acting as the main point of contact for complex client complaints working with client services compliance and operations teams to ensure swift and effective resolutions.
Develop corrective action plans based on root cause analysis and ensure timely escalation of highimpact incidents to senior management for appropriate action.
Maintain and update the Line 1 risk control framework for incidents and complaints management ensuring compliance with risk policies regulatory guidelines and industry best practices.
Proactively identify emerging risks and conduct regular risk assessments and control testing to ensure operational integrity while implementing preventative measures based on incident and complaint trends.
Prepare detailed reports and management dashboards for senior leadership highlighting key incident and complaint trends and contributing to the development of regulatory and internal risk reports.
Collaborate with Line 2 Risk Compliance and Audit functions for risk oversight and escalation ensuring the integration of proactive risk management strategies across departments.
Deliver training programs on incident and complaint management best practices fostering a riskaware culture within operational teams and driving continuous improvement initiatives based on lessons learned.
What You Will Bring:
Strong understanding of Line 1 risk principles operational risk frameworks and best practices in incident management.
Expertise in client complaints management including conducting root cause analysis and implementing effective service recovery strategies.
Proven analytical and problemsolving abilities to assess complex issues identify root causes and recommend solutions.
Solid knowledge of financial services regulations including APRA ASIC and ATO compliance standards.
Strong leadership skills with the ability to lead crossfunctional teams and influence stakeholders without direct authority.
Proficiency in data management and reporting including experience with risk event registers data analytics tools and reporting dashboards.
Excellent data analysis and reporting capabilities with experience in risk event reporting and process improvement.
Experience working with compliance audit and operational teams driving a riskaware culture while ensuring regulatory compliance and service excellence.
Strong stakeholder management communication and problemsolving skills for managing complex escalations and ensuring continuous process improvement.
Minimum 5 years of experience in operational risk management incident handling or complaint management within financial services.
Prior experience in Transfer Agency compliance or operational risk roles.
Demonstrated ability to lead risk investigations and engage with senior stakeholders effectively.
We encourage applications from people of all backgrounds to enable us to bring diverse perspectives to our thinking and conversation. Its 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 @ 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 feebased 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.
Required Experience:
Manager
Employment Type
Full-Time
