Job Description
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
o Review and validate KPI pack information
o Monitor service against KPIs and dispatch monthly KPI reports within agreed service levels
o Provide commentary for KPI pack
* Stream Reporting
o 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