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Customer Experience Quality Manager

Job Introduction

To motivate, coach and develop a team of Associates to confidently and successfully meet and exceed business targets to engender a culture of pride, commitment and dedication to deliver a truly outstanding level of Customer Experience in every aspect of their role.

Area/Sub Function:

  • Completion of root cause analysis for complaints
  • Reviewing of daily MI and trend analysis
  • Supporting and driving staff engagement
  • Identifying and developing successors for the future
  • Attending regular team meetings and scrums
  • Assisting in the planning and implementation of agreed initiatives/process changes
  • Being flexible and adaptable at all times in response to the challenging, changing environment
  • Taking a broad view of your own role as well as the impact on the team, customer experience and SS&C as a whole
  • Relationship Development
  • Personal Development: Attending SS&C development courses, as well as providing and receiving feedback with integrity and accountability
  • Relevant staff are trained and competent
  • Side by side coaching
  • Quality Team newsletter

The Ideal Candidate

Essential:-

  • Good understanding of Unit Trust, OEIC, ISA, Investment Trust and Pension products
  • Development requirements/procedures inclusive of all products used by SS&C
  • Understanding of project process & technology capabilities
  • Update and maintain knowledge of Customer Contact Centre team 
  • Excellent planning, organisational reporting and communications skills
  • Good Microsoft Word and Excel skills with experience of other MS Office applications
  • Must be able to demonstrate complex knowledge of all areas within the business, especially Contact Centre
  • Ability to work under pressure with an energetic, enthusiastic & flexible attitude
  • Ability to communicate at all levels both internal and external

Desirable:-

  • IOC qualified (or equivalent), or commitment to study for IOC qualification.
  • Investment Industry Experience

Package Description

  • Competitive annual salary
  • Eligible for annual discretionary bonus (based on individual and company performance)
  • 25 Days holiday
  • Life Assurance (4 x salary)
  • Family Cover healthcare
  • Flexible benefits scheme

About the Company

SS&C (incorporating DST) is a global provider of investment and financial services as well as 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.

All offers of employment at SS&C (DST) are subject to background verification checks, which include: 5 year employment history, proof of eligibility to work in the UK, proof of address, credit check and criminal record check. The accuracy of all information you submit as part of your application is vital and may be used as part of the background checking process should you be successful.

DST

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