Job Description
Job Title: Senior Technical Associate
Locations: Essex / Hybrid / London
Get To Know the Team
Why You Will Love It Here!
* Flexibility: Hybrid Work Model & a Business Casual Dress Code, including jeans
* Your Future: Professional Development Reimbursement
* Work/Life Balance: Flexible Personal/Vacation Time Off, Sick Leave, Paid Holidays
* Your Wellbeing: Medical, Dental, Vision, Employee Assistance Program, Parental Leave
* Diversity & Inclusion: Committed to Welcoming, Celebrating and Thriving on Diversity
* Training: Hands-On, Team-Customized, including SS&C University
* Extra Perks: Discounts on fitness clubs, travel and more!
What You Will Get To Do:
Ensure SS&C meets their Clients’ expectations, in line with Service Level Agreements (SLA) and Key Performance Indicators (KPI) by servicing Institutional clients
· Administration of the Institutional Investor Portal and client queries, including proactive detection of issues and investigations
· Work with the Manager to drive forward the operational culture of ‘VALUED’ and support the voice of the customer initiative called ‘Putting the Client at the Heart”
· Demonstrate a high level of understanding of all monitored systems and how they link into other departments inclusive of issue resolution where impacts to other departments occur
· Must actively seek & respond to feedback. Use service failures both internally & externally as an educator to improve our process, procedures & overall service
· Take ownership of a subset of Client’s accounts and attend internal/external meetings as the SME to support ICS Manager with the management of the relationship
· Actively contribute to team and departmental meetings
· Able to act as a referral point for others in the team and support new joiners to the department
· Be a role model by adhering to all SS&C policies and procedures
· Work collaboratively with our ICS team in India, sharing best practices and process improvement initiatives
· Encourage proactive use of the institutional portal internally and promote self-service to our clients
· Fully immersed in and a champion of the Client’s culture.
· Perform quality checks on all work processed and themselves be quality monitored independently by the ICS Management team, all results will be shared with the Client monthly.
· Subject Matter Expert on Institutional Investor Portal.
· Primary associate to oversee and on-board institutions to the portal.
· Competent in all aspects of the following within 6 months and will liaise with other departments for escalations: CASS (but not a CASS SME), Settlement, Dealing, Client set up.
· Available to work at the Client’s office twice a month (London: Travel expenses covered in line with SS&C policy and subject to technology constraints).
· Focus on building an understanding of the Client’s most important 50 clients in the first 6 months.
· Review ICS Change, Business SME’s, Change Team & CSM’s upon receipt.
· User support – 1st line technical and business support
· Identify opportunities for process efficiencies and influence the business to action
· To exercise due care and diligence