Client Services Manager
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Job Summary
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
About SS&C Technologies
SS&C is a global provider of investment 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.
Job Description
SS&C is the largest global investor service provider servicing more than 55 million investors. Continually investing in global technology and services across the spectrum of distribution channels including: Asset Managers Financial Advisors Wealth Managers and large financial institutions such as Banks and Insurers. Investor servicing is offered in many different countries including the U.S. Canada U.K. Ireland Luxembourg Australia Hong Kong and Singapore. SS&C also services mutual fund structures in many other fund domiciles.
Global Investor and Distribution Solutions (GIDS) is the business unit offering this role. GIDS delivers global omni-channel investor servicing including contact centre using digital services.
About the Role
Service Management
Develop existing client relationships with relevant Clients
Liaison with the clients oversight team to ensure that service meets requirements
Manage the communication and participate in resolving any service issues
Understand 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
Produce & maintain Service Issues Log on a weekly basis
Day-to-day liaison with all stream area contacts in operational areas to ensure service is delivered within SLA and quality is measured within KPIs
Attend (weekly) Client conference call
Reporting
KPIs
Review and validate KPI pack information
Monitor service against KPIs and dispatch monthly KPI reports within agreed service levels
Provide commentary for KPI pack
Stream Reporting
- Ensure relevant information is available for Lead CSM representation at weekly Stream meeting
Communication
Responsible for provision of service management related information to client contacts in a timely manner and in an appropriate format
Liaise 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.
New Business & Promotional Activity
SS&C Products & Services
Develop SS&C product knowledge
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
EEO Statement / Non-agency Disclosure
We encourage applications from people of all backgrounds and particularly welcome applications from under-represented groups to enable us to bring a diversity of perspectives to our thinking and conversation. Its important to us that we strive to have a workforce that is diverse in the widest sense.
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.
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:
Manager
Key Skills
- Customer Service
- Client Expectations
- Client Requirements
- Client Support
- Action Plans
- Issue Resolution
- Account Management
- Client Relationships
- Service Delivery
- Client Service
- Client Satisfaction
- Client Management
- Procedures
- Service Level Agreements
- New Clients
About Company
Leading cloud-based provider of financial services technology solutions. SS&C Technologies owns and maintains the best financial technology in the industry
