Senior Manager Client Experience - Client Support PA2025TACSTBAU1

Get To Know Us:

SS&C Global Investor Distribution Solutions (GIDS) and Retirement Solutions (RS) provide information processing and computer software services and products. The Company’s operating segments include financial markets, customer management, professional services, and output solutions. SS&C GIDS serves the alternative investments, asset and wealth management, banking and lending, insurance, and real estate industries.

SS&C is a leading provider of outsourced registry services in Australia, specialising in technology-driven solutions with high levels of automation across institutional and retail markets. With 600+ employees primarily based in Melbourne and Sydney, the Australian division focuses on Unit Registry—known globally as Transfer Agency—technology and services. As the largest Transfer Agency provider in Australia, SS&C delivers comprehensive end-to-end solutions for Fund Managers and Custodians.

Why You Will Love It Here!

• Flexibility: Hybrid Work Model
• Your Future: Income Protection Insurance & Salary Continuance
• Work/Life Balance: Generous Bereavement & Compassionate leave
• 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-Customized, including SS&C University
• Extra Perks: Discounts on fitness clubs, travel and more!

What You Will Get To Do:

The Senior Manager, Client Experience - Client Support plays a critical leadership role focused on ensuring exceptional client service delivery by overseeing operational support functions for client and investor related queries including complex escalations. The role requires a proactive approach to issue resolution, service optimisation and operational risk management whilst ensuring regulatory compliance and maintaining strong client relationships.

This role acts as the senior escalation for complex operational issues and client service challenges related to BAU service delivery; leads and manages the Client Support team to ensure effective issues resolution and service delivery; ensures a consistent client of high-quality service aligned with service standards and KPIs; collaborates across the Operations team to minimise service disruptions, reduce handoffs and drive continuous process improvement.

Key Accountabilities include:

• Act as the primary escalation point for complex client service issues and operational challenges, ensuring timely and effective resolution.
• Develop and implement escalation frameworks and playbooks, collaborating with clients and internal teams to communicate resolution and drive service improvements.
• Oversee the client support function, ensuring high-quality, timely, and accurate support across all service channels.
• Ensure BAU client activities align with Service Level Agreements (SLAs) and Key Performance Indicators (KPIs), while driving initiatives to improve overall client satisfaction.
• Identify and implement process optimisations and efficiency improvements within the client support function, ensuring smooth and error-free service delivery.
• Drive root cause analysis for recurring issues and develop long-term strategies to prevent service disruptions.
• Oversee client-driven change requests, ensuring minimal disruption to operations and maintaining effective stakeholder coordination throughout the process.
• Support system enhancements and digital transformation projects, improving client interactions and ensuring alignment with business goals.
• Ensure all operational support and escalation processes comply with relevant regulations, collaborating with compliance and risk teams to monitor and mitigate risks.
• Maintain proper audit trails and documentation for all escalations, fostering a risk-aware culture.
• Lead and mentor the operational support team, creating a client-centric culture that emphasises service excellence and continuous improvement.
• Collaborate with Account Managers and senior leadership to maintain strong client relationships and drive service improvements.
• Develop and present regular reports, tracking performance metrics such as resolution timelines, client satisfaction, and operational accuracy, using data analytics to recommend enhancements.
• Act as a key escalation point for critical issues, implementing proactive issue resolution strategies and assisting in the development of contingency plans for high-impact operational disruptions.

What You Will Bring:

• Strong ability to lead with a focus on client satisfaction, retention, and building lasting relationships.
• Extensive knowledge of transfer agency operations or fund administration, ensuring efficient service delivery.
• Proven experience in optimising service delivery processes and driving continuous improvement initiatives.
• In-depth understanding of managing operational risks and ensuring regulatory compliance within transfer agency operations.
• Ability to align client experience strategies with broader business objectives and growth goals.
• Excellent stakeholder management skills, with a proven ability to influence and collaborate effectively across diverse teams.
• Deep understanding of internal and external customer needs, with a track record of developing systems to monitor and respond to customer expectations.
• Ability to influence, persuade, and foster collaboration across multiple stakeholder groups, both domestically and internationally.
• 10+ years of experience in Financial Services/Wealth Services, with 5+ years in Registry, Custodial Services, or Fund Administration.
• Proven success in client services, operational support, or Transfer Agency operations.
• Over 5 years of experience leading client service teams and driving service excellence.
• Extensive experience managing complex client escalations and service delivery challenges.

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.