Quality Lead (Complaints Handling)

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

Quality Lead (Complaints Handling)

Locations: Basildon Essex Hybrid

Get To Know Us:

We are seeking a skilled and diligent individual to join our high performing client-focused operations team. This role is ideal for a detail-oriented lead with strong analytical investigative and regulatory knowledge who thrives in a purpose-led environment. This is a Quality role which focuses on complaint and incident investigation and root cause analysis.

This is both a strategic and hands-on role for a high-calibre professional who can operate with autonomy accuracy and influence. You will play a critical part in improving customer outcomes adherence to FCA rules Consumer Duty and other regulatory expectations.

SS&C is leading the way. We continue to look for todays and tomorrows brightest talent those that embody a spirit to improve not only their lives but those around them. From college students to seasoned and experienced professionals we encourage you to apply. SS&C prides itself on hiring diverse honest dynamic individuals who value collaboration accountability and innovation to name a few.

Why You Will Love It Here!

• Flexibility: Hybrid Work Model
• Your Future: Professional Development Reimbursement including access to SS&C University
• Work/Life Balance: Competitive holiday scheme
• Your Wellbeing: Competitive benefits designed to support the wellbeing of our staff
• Diversity & Inclusion: Committed to Welcoming Celebrating and Thriving on Diversity
• Training: Hands-On Team-Customised throughout your career

What You Will Get To Do:

• Complaint Oversight
  • Operate within and maintain the teams adherence to the complaints handling framework ensuring fair timely and compliant outcomes in line with FCA DISP rules and Consumer Duty.
  • Lead and operate within the team Complaints function. Perform and oversee complaint investigations ensuring consistency customer empathy and robust decision-making.

• Regulatory Breach & Incident Oversight
  • Lead and operate within the team Incident function. Ensure timely identification assessment documentation and resolution of all reportable and non-reportable breaches.
  • Oversee a central breaches and incidents log ensuring clear ownership root cause analysis and closure tracking.

• Quality Assurance
  • Design and maintain a robust QA framework across key customer touchpoints to assess service quality process adherence and regulatory compliance.
  • Monitor QA outcomes and performance metrics to drive behavioral change and improve customer experiences.
  • Work with operational leaders to ensure QA insights are embedded into training and coaching practices.

• Continuous Improvement
  • Lead structured root cause analysis processes across complaints incidents and QA identifying systemic failures or emerging risks.
  • Translate findings into meaningful data-driven actions that prevent recurrence and enhance overall business performance.
  • Develop and champion a culture of continuous improvement with accountability for resolution and process enhancement.
  • Support audit compliance monitoring regulatory reviews and risk management functions with breach-related data and trend analysis.

What You Will Bring:

• Previous experience as a lead within financial services with working knowledge of FCA DISP CASS Consumer Duty and other regulatory rules. Desirable to have qualifications to support.
• Excellent communication skills with the ability to understand and present complex matters clearly and concisely
• Customer focused displaying empathy and integrity in dealing with sensitive or vulnerable customer cases.

• High attention to detail and strong critical thinking skills with a curiosity to get things right. Hands-on experience conducting root cause analysis and delivering continuous improvement initiatives.

• Strong stakeholder engagement skills and an ownership driven solutions-focused approach.

• Skilled in creating MI and insights that drive change and inform senior decision-makers.

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.