PA25GRADQ3014 - Client Services Management Support Officer
PA25GRADQ3014 - Client Services Management Support Officer
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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 mid-market firms rely on SS&C for expertise scale and technology.
Job Description
Specific Duties
Main Purpose of Role
- Direct point of contact internally/externally for designated client relationships
- Primarily responsible for managing day-to-day service issues and associated tasks information gathering facilitating operational areas and communicating internally and externally
Area/Sub Function
Service Management
Service Management
- Develop existing client relationships with relevant Clients
- Support the CSM team with liaison with the clients oversight team to ensure that service meets requirements
- Support the CSM with management of the communication and participating in resolving any service issues
- Increase understanding of clients business /products
- Keep abreast of current client relationship status through the regular review of Management Reports e.g. Client feedback
Issue Management
- Contact points for day-to-day service issues raised to or by Client or internal contacts
- Support the CSM in the production & maintenance of the Service Issues Log on a weekly basis
- Day-to-day liaison with contacts in operational areas to ensure service is delivered within SLA and quality is measured within KPIs
Reporting
- KPIs
- Support the CSM in the review and validation of KPI pack information
- Support the CSM in the Monitoring of service against KPIs and dispatching of monthly KPI reports within agreed service levels
- Support the CSM in providing commentary for KPI pack
Communication
- Support the CSM for provision of service management related information to client contacts in a timely manner and in an appropriate format
- Participate with support in the laison with internal operational/IT counterparts to facilitate information flow and appropriate actions
Meeting Management
- Participate in meetings (internal and external) & conference calls as required
- Attend necessary internal prep meetings
- Involvement in the completion of supporting meeting documentation agenda minutes actions etc.
Team Management
Sharing Best Practice
- Initiate and participate in departmental Best Practice discussions cross streams
Additional responsibilities
- To carry out any other duties which are within the employees skills and abilities whenever reasonably instructed to support continuous development
- Job Families for Job Profiles
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.
Required Experience:
Unclear Seniority
Employment Type
Full-Time
