Senior Technical Associate
Senior Technical Associate
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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
Job Title: Senior Technical Associate
Locations: Essex / Hybrid / London
Get To Know the Team
As an STA you will service Institutional Clients and management company enquiries through various channels including Inbound/Outbound telephone contact Webchat Emails and processing AWD work type tasks created by other departments. Achieving these in line with Service Level Agreements (SLAs) and Key Performance Indicators (KPIs). Working in partnership with one of our key Clients the role will provide 100% dedicated focus. Being responsible for acting as primary contact and ensuring all enquiries are handled efficiently and professionally within the agreed KPIs. The successful candidate will act as an ambassador building a deep relationship with Client. The role will require the successful candidate to visit and work from their Head office in London and provide management information including quality and trend analysis.
Why You Will Love It Here!
- Flexibility: Hybrid Work Model & a Business Casual Dress Code including jeans
- Your Future: Professional Development Reimbursement
- Work/Life Balance: Flexible Personal/Vacation Time Off Sick Leave Paid Holidays
- Your Wellbeing: Medical Dental Vision Employee Assistance Program Parental Leave
- Diversity & Inclusion: Committed to Welcoming Celebrating and Thriving on Diversity
- Training: Hands-On Team-Customized including SS&C University
- Extra Perks: Discounts on fitness clubs travel and more!
What You Will Get To Do:
Ensure SS&C meets their Clients expectations in line with Service Level Agreements (SLA) and Key Performance Indicators (KPI) by servicing Institutional clients
Investigate and resolve queries received via telephone calls email Webchat and also AWD work created by other departments.
Administration of the Institutional Investor Portal and client queries including proactive detection of issues and investigations
Work with the Manager to drive forward the operational culture of VALUED and support the voice of the customer initiative called Putting the Client at the Heart
Demonstrate a high level of understanding of all monitored systems and how they link into other departments inclusive of issue resolution where impacts to other departments occur
Must actively seek & respond to feedback. Use service failures both internally & externally as an educator to improve our process procedures & overall service
Take ownership of a subset of Clients accounts and attend internal/external meetings as the SME to support ICS Manager with the management of the relationship
Actively contribute to team and departmental meetings
Able to act as a referral point for others in the team and support new joiners to the department
Be a role model by adhering to all SS&C policies and procedures
Work collaboratively with our ICS team in India sharing best practices and process improvement initiatives
Encourage proactive use of the institutional portal internally and promote self-service to our clients
Primary associate to handle incoming telephone calls and respond to e-mails.
Fully immersed in and a champion of the Clients culture.
Perform quality checks on all work processed and themselves be quality monitored independently by the ICS Management team all results will be shared with the Client monthly.
Subject Matter Expert on Institutional Investor Portal.
Primary associate to oversee and on-board institutions to the portal.
Competent in all aspects of the following within 6 months and will liaise with other departments for escalations: CASS (but not a CASS SME) Settlement Dealing Client set up.
Available to work at the Clients office twice a month (London: Travel expenses covered in line with SS&C policy and subject to technology constraints).
Focus on building an understanding of the Clients most important 50 clients in the first 6 months.
Review ICS Change Business SMEs Change Team & CSMs upon receipt.
User support 1st line technical and business support
Identify opportunities for process efficiencies and influence the business to action
To exercise due care and diligence
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:
Senior IC
Employment Type
Full-Time
