Client Experience Manager, Client Support
Client Experience Manager, Client Support
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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
Client Experience Manager Client Support
Location: Sydney and Melbourne Australia Hybrid
Get To Know Us:
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.
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: Hands-On Team-Customized 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 ensuring exceptional client service delivery by managing day-to-day operational support functions for client and investor-related queries. This role focuses on issue resolution service optimization and operational risk management while maintaining strong client relationships and ensuring compliance with regulatory requirements.
Direct Reports:
Up to 10 direct reports both Senior Client Support Consultants & Client Support Consultants
Key Accountabilities:
Client Relationship Support & Client Advocacy:
- Act as an escalation point for service issues and operational challenges.
- Collaborate with clients and internal teams to communicate resolutions and service improvements.
- Build an understanding of clients business processes to identify opportunities for support and partnership.
- Conduct regular client meetings and feedback sessions to assess service quality and identify areas for improvement.
Operational Support & Service Excellence:
- Oversee the team to deliver timely and accurate responses for clients engaging and collaborating with operational teams to ensure efficient service delivery.
- Ensure quality control and integrity across all service support channels and implement best practices for client communication and proactive issue resolution.
- Provide support as needed for day-to-day transfer agency operations escalations related to transaction processing and investor servicing.
- Monitor BAU client activities to ensure alignment with Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) across the team and allocated clients.
Operational Oversight & Process Optimisation:
- Identify opportunities for process optimisation and efficiency improvements within client support teams.
- Implement feedback loops from client meetings and reviews to enhance service delivery models.
Compliance and Risk Management:
- Ensure all operational support and escalation processes comply with relevant regulations.
- Collaborate with Risk & Compliance to monitor risk controls related to operational service delivery.
- Maintain proper documentation for escalations and issue resolution. Including regular maintenance of all Business rules Client Resource materials and checklists ensuring they are accurate and up to date and signed off and implemented across all business units.
Leadership:
- Lead and mentor the Client Support team to ensure a client-first culture. Foster a client-centric culture within the team emphasising service excellence and continuous improvement.
- Work with senior leadership to develop training programs to enhance technical knowledge and problem-solving skills within the team.
- Conduct regular 1 on 1s with all team members including quarterly performance check-ins and support ongoing development plans.
Reporting and Performance Management:
Track service performance metrics such as resolution timelines client satisfaction and operational accuracy through various reporting systems tools such as AOM and share with the team and Senior Manager Client Support.
Develop and present regular reports for internal stakeholders showcasing service quality and performance trends of the team and Clients as required.
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 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:
Manager
Employment Type
Full-Time
