Customer Service Manager - Pensions

Customer Services Manager - Pensions

As a leading financial services and healthcare technology company, SS&C is headquartered in Windsor, Connecticut, and has 27,000+ employees in 35 countries. Some 20,000 financial services and healthcare organizations rely on SS&C for expertise, scale, and technology.

Locations: Birmingham | Hybrid

The role of Customer Services Manager will lead a team across multiple skills, including key relationships with Finance, HR, and Distribution teams, to provide/support exceptional customer delivery in a service-oriented environment.

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:

• Play a lead role in ensuring any opportunities which have been identified to improve customer experience, land efficiently and effectively, and are embedded to help achieve desired benefits in their team
• Lead the delivery within the Vulnerable Customer framework & ensuring colleagues fully comply with the requirements in their team
• Driving execution of the Quality Framework to ensure appropriate standards are being met in their team
• Proactively drive and implement learning from complaints RCA in their team

Colleague/People:

• Lead and coach the team to improve quality and quantity of customer outcomes.
• Drive with energy to motivate teams to deliver agreed KPI's, service levels, quality standards, and deadlines.
• Be relentless in driving engagement, empowerment, reward & recognition amongst colleagues.
• Take a proactive approach to 1-2-1s, ensuring that all colleagues are appropriately supported with their development.
• Robustly manage conduct and capability addressing underperformance, including behaviors, creating performance plans, colleague disciplinaries, recording and having conversation around colleague absenteeism Inc. return to work interviews.
• Carry out team and/or regulatory meetings as well as morning buzz huddles.
• Support colleagues through difficult and challenging discussions, both personal and work related.

About the Role's Required Skills and Behavior Requirements:

• Strong people and leadership skills, with a desire to motivate, inspire, and engage colleagues to deliver exceptional customer service.
• Knowledge and understanding of current legislation, compliance, and products.
• Demonstrable experience in managing/leading teams, including conducting conduct and capability reviews.
• A positive attitude towards change, with a desire to challenge our approach to existing work practices.
• Support the embedding of cost-effective and efficient processes.
• Ability to work on own initiative and with minimum supervision.
• Financial Services experience.

Qualifications:

• CF1 / FPC1, FA1 or equivalent.
• Knowledge of ACD and proven call center experience.
• CII Certificate in Financial Administration.

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.