Client Experience – Manager Client Support

The Manager, Client Support at SS&C Technologies is crucial for ensuring exceptional client service by managing daily operational support for client and investor queries. This full-time role involves issue resolution, service optimization, and operational risk management, while fostering strong client relationships and ensuring regulatory compliance. The manager will lead a team of up to 10 direct reports, focusing on timely and accurate client responses, quality control, and process improvements within transfer agency operations.

Must Have

• Manage day-to-day operational support for client and investor queries.
• Ensure exceptional client service delivery and issue resolution.
• Oversee team to deliver timely and accurate client responses.
• Ensure quality control and integrity across service support channels.
• Monitor client activities for SLA and KPI alignment.
• Identify and implement process optimization and efficiency improvements.
• Ensure compliance with relevant regulations and manage operational risks.
• Lead and mentor the Client Support team, fostering a client-first culture.
• Track and report service performance metrics.
• Possess Client-Centric Leadership and Operational Expertise.
• Experience in process improvement and risk/compliance.
• Strong collaboration, influence, and customer focus skills.
• Bachelor's degree in economics, business, or management.
• 5+ years Financial Services/Wealth Services experience.
• 3+ years managing and leading service teams in B2B.

Perks & Benefits

• Hybrid Work Model
• Income Protection Insurance
• Flexible Time Off
• Private Health Insurance discount
• Primary & Secondary Paid Parental leave
• Death & TPD Insurance
• Committed to Welcoming, Celebrating and Thriving on Diversity
• Hands-On, Team-Customised Training, including SS&C University
• Discounts on fitness clubs, travel and more!

Get To Know Us:

SS&C Technologies is the world’s largest independent hedge fund and private equity administrator, as well as the largest mutual fund transfer agency. SS&C’s unique business model combines end-to-end expertise across financial services operations with proprietary software and solutions to service even the most demanding customers in the financial services and healthcare industries.

Why You Will Love It Here!

• Flexibility: Hybrid Work Model
• Your Future: Income Protection Insurance
• Work/Life Balance: Flexible Time Off
• Your Wellbeing: Private Health Insurance discount, Primary & Secondary Paid Parental leave, Death & TPD Insurance
• Diversity & Inclusion: Committed to Welcoming, Celebrating and Thriving on Diversity
• Training: Hands-On, Team-Customised, including SS&C University
• Extra Perks: Discounts on fitness clubs, travel and more!

What You Will Get To Do:

The Manager, Client Support plays a key role in ensuring exceptional client service delivery by managing day-to-day operational support functions for client and investor-related queries. This role focuses on issue resolution, service optimisation, and operational risk management while maintaining strong client relationships and ensuring compliance with regulatory requirements.

Full-time position.

Direct Reports:

• Up to 10 direct reports, both Senior Client Support Consultants & Client Support Consultants

Key Accountabilities:

Client Relationship Support & Client Advocacy:

• Collaborate with clients and internal teams to communicate resolutions and service improvements.
• Build an understanding of clients’ business processes to identify opportunities for support and partnership.
• Conduct regular client meetings and feedback sessions to assess service quality and identify areas for improvement.
• Act as an escalation point for service issues and operational challenges.
• Manage routine escalations, ensuring timely and effective resolution.

Operational Support & Service Excellence:

• Oversee the team to deliver timely and accurate responses for clients, engaging and collaborating with operational teams to ensure efficient service delivery.
• Ensure quality control and integrity across all service support channels and implement best practices for client communication and proactive issue resolution.
• Provide support as needed for day-to-day transfer agency operations escalations related to transaction processing and investor servicing.
• Monitor BAU client activities to ensure alignment with Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) across the team and allocated clients.

Operational Oversight & Process Optimisation:

• Identify opportunities for process optimisation and efficiency improvements within client support teams.
• Implement feedback loops from client meetings and reviews to enhance service delivery models.

Compliance and Risk Management:

• Ensure all operational support and escalation processes comply with relevant regulations.
• Collaborate with Risk & Compliance to monitor risk controls related to operational service delivery.
• Maintain proper documentation for escalations and issue resolution. Including regular maintenance of all Business rules, Client Resource materials and checklists, ensuring they are accurate and up to date and signed off and implemented across all business units.

Leadership:

• Lead and mentor the Client Support team to ensure a client-first culture. Foster a client-centric culture within the team, emphasising service excellence and continuous improvement.
• Work with senior leadership to develop training programs to enhance technical knowledge and problem-solving skills within the team.
• Conduct regular 1-on-1s with all team members, including quarterly performance check-ins and support ongoing development plans.

Reporting and Performance Management:

• Track service performance metrics such as resolution timelines, client satisfaction, and operational accuracy, through various reporting systems tools such as AOM and share with the team and Senior Manager, Client Support.
• Develop and present regular reports for internal stakeholders, showcasing service quality and performance trends of the team and Clients as required.

What You Will Bring:

Skills and Competencies:

• Client-Centric Leadership: Capability to inspire, motivate and effectively lead people and teams, driving service excellence and client satisfaction and retention, whilst fostering a positive and collaborative work environment
• Operational Expertise: Understanding of transfer agency operations or fund administration.
• Process Improvement: Experience in service delivery optimisation and continuous improvement initiatives.
• Risk and Compliance Knowledge: Awareness of operational risks and regulatory compliance impacting transfer agency operations.
• Collaboration and Influence: Strong stakeholder management and cross-functional collaboration skills.
• Customer Focus – Understands internal and external customer needs and expectations.

Education and Qualification:

• Bachelor degree in economics, business or management
• 5+ years Financial Services/Wealth Services experience (3+ years Registry, Custodial Services, or Fund Administration).
• Proven track record in service delivery or operational support.
• 3+ years’ experience managing and leading service teams in a B2B environment and driving service excellence.

Key Behaviors:

• Instils Trust: Builds a safe learning environment where the team feels heard and understood.
• Collaborate: Works cooperatively with internal and external teams, considering all views and interests.
• Ensure Accountability: Takes ownership of assigned responsibilities and outcomes.
• Customer Focus: Understands customer and partner needs from both functional and operational perspectives.
• Communicate Effectively: Communicates clearly and efficiently across all levels of the organisation, both verbally and in writing.

This position is ideal for candidates looking to grow their career in client management and leadership skills while contributing to the delivery of exceptional client service in a dynamic and fast-paced environment.

We encourage applications from people of all backgrounds to enable us to bring diverse 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.

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 @ www.ssctech.com/careers

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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.