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 client's 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 employee's 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. It's important to us that we strive to have a workforce that is diverse in the widest sense.