Client Experience Manager, Client Support

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: Melbourne - Australia Hybrid

Get To Know Us:

SS&C is a global provider of investment and financial services and software for the financial services and healthcare industries. Named to Fortune 1000 list as top U.S. company based on revenue SS&C is headquartered in Windsor Connecticut and has 20000 employees in over 90 offices in 35 countries. Some 18000 financial services and healthcare organizations from the worlds largest institutions to local firms manage and account for their investments using SS&Cs products and services.

As a leading innovator in technology-powered solutions outsourced administration and operational services focused on the global financial services industry SS&C has a network spanning the major financial and commercial centres of North America Europe Asia and Australia. SS&C is also the worlds largest hedge fund and private equity administrator as well as the largest mutual fund transfer agency.

As a provider In Australia SS&C is a specialist provider of outsourced registry services with a technology focus and high levels of automation across institutional & retail solutions. Predominately located in Melbourne and Sydney with 600 employees most of the Australian division work on Unit Registry (referred to as Transfer Agency around the world) technology and services. SS&Cs Transfer Agency business is the largest provider of Unit Registry services in Australia providing Fund Manager Custodians and end to end service offering.
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:
Reports to: Senior Manager Client Experience Client Support Transfer Agency Australia
Opportunity snapshot:
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.
• Manage routine escalations ensuring timely and effective resolution.
• 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.
• Skills and Competencies:
• Client-Centric Leadership: Capability to inspire motivate and effectively lead people and teams driving service excellence and client satisfaction and retention whilst fostering a positive and collaborative work environment
• Operational Expertise: Understanding of transfer agency operations or fund administration.
• Process Improvement: Experience in service delivery optimization and continuous improvement initiatives.
• Risk and Compliance Knowledge: Awareness of operational risks and regulatory compliance impacting transfer agency operations.
• Collaboration and Influence: Strong stakeholder management and cross-functional collaboration skills.
• Customer Focus Understands internal and external customer needs and expectations.
  

What You Will Bring:
Education and Qualification:
5 years Financial Services/Wealth Services experience (3 years Registry Custodial Services or Fund Administration).
Proven track record in service delivery or operational support.
3 years experience managing and leading service teams in a B2B environment and driving service excellence.
Key Behaviors:

• Instils Trust: Builds a safe learning environment where the team feels heard and understood.
• Collaborate: Works cooperatively with internal and external teams considering all views and interests.
• Ensure Accountability: Takes ownership of assigned responsibilities and outcomes.
• Customer Focus: Understands customer and partner needs from both functional and operational perspectives.
• Communicate Effectively: Communicates clearly and efficiently across all levels of the organisation both verbally and in writing.

This position is ideal for candidates looking to grow their leadership skills while contributing to the delivery of exceptional client service in a dynamic and fast-paced environment.
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.

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.