Client Services Manager

SS&C Technologies Job Description

SS&C is a global provider of investment, financial services and software for the financial services and healthcare industries. Named to Fortune 1000 list as top U.S. company based on revenue, SS&C is headquartered in Windsor, Connecticut and has 20,000+ employees in over 90 offices in 35 countries. Some 18,000 financial services and healthcare organizations, from the world's largest institutions to local firms, manage and account for their investments using SS&C's products and services.

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
• 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
• 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.

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.