TA Service Desk Manager

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

TA Service Desk Manager

Locations: Tokyo Japan 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 and Business Casual Dress Code including jeans Centralized location Conveniently positioned near Metro Line
• Your Future: Professional Development Reimbursement
• Work/Life Balance: Flexible Personal/Vacation Time Off Sick Leave Paid Holidays
• Your Wellbeing: Social Insurance Medical Dental Vision Life Insurance Employee Assistance Program Annual Health Check Up
• Diversity & Inclusion: Committed to Welcoming Celebrating and Thriving on Diversity
• Training: Hands-On Team-Customized including SS&C University
• Education: Employee Tuition Reimbursement for employees who are eligible
• Extra Perks: Bonus Scheme SS&C Stock(s) Allocation for employees who are eligible

What You Will Get To Do:

Opportunity snapshot:

The Service Desk Manager will be based out of our Tokyo Japan office and will be responsible for the day to day activities of the service desk team based here including transfer agency investor AML and client servicing for our offshore transfer agency clients with Asian based distribution requirements. The role will include performing day to day tasks pertinent to the departments activity as well as a strong focus on client relationship day to day client services and general management matters.

Direct reports:

The role will be responsible for leading a small service desk team in Japan with the team reporting into this individual.

Role Responsibilities:

• Perform regular review processes and appraisals of the team.

• Instils a client focus in the core operation consistently meeting agreed client service levels and proactively managing and exceeding client expectations.

• Monitor service level standards and provide senior management with reporting as well as maintain an environment where processes and controls are monitored.

• Handle and resolve operational and managerial issues that arise.

• Oversee and assist the team with performing day to day service desk activities including account opening AML/KYC deal processing etc.

• Following up in case of issues with service delivery. Ensuring timely reporting and escalation of any incidents to management.

• Ensure that procedures policies and processes are adhered to so that a high quality service is delivered to the customer. Propose and/or implement procedural changes to improve performance of the department or of related business areas.

• Development and maintenance of relationships with local clients acting as the local point of contact for client issues/queries.

• Conduct regular reviews of SLAs KPIs procedures and checklists.

• Overseeing regular sampling reviews by Quality Assurance teams ensuring any findings are addressed and controls/procedures are updated accordingly.

• Work closely with groups internally to deliver client specific projects as well as wider projects in the region ensuring adherence to internal policy and standards.

Skills and Competencies:

• A good understanding of the client service model business strategy structure and product offering.

• Strong level of communication with all levels of staff including local and global management.

• Strong strategic leadership and thought process.

• Strong risk control and problem-solving skills.

• Strong leadership and people development skills able to develop diverse teams.

What You Will Bring:

• 5 years of experience in a related role. Extensive experience in a similar environment.

• In-depth Transfer Agency operations and technology knowledge including the Financial Services regulatory environment.

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.

Applications will be accepted on an ongoing basis until the position is filled.

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.