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Senior Manager - Incidents and Error Corrections

Please Note: The application deadline for this job has now passed.

Job Introduction

  • Operational Management. Manage and oversee dedicated Client teams, formulating strategic plans for all Client and functions.
     
  • Service Delivery ensuring SS&C meets their Clients’ expectations, in line with Service Level Agreements (SLA) and Key Performance Indicators (KPI).
    Continue to progress relationship with all Clients and Customers that the incumbent is responsible for.
    Identifying opportunities to enhance the service provided to clients and develop follow through actions in conjunction with internal and external colleagues.

Identify and manage operational risks ensuring adequate controls are implemented and regularly monitored.

Collaborate with colleagues across the business area to deliver SLAs in line with business priorities. Management of the relationship with Team India for processes owned that are carried out offshore
 

  • Develop and Improve Communication to ensure SS&C operationally meets business requirements, influencing colleagues and other departments where necessary to expedite timely resolution of issues, sharing best practice, knowledge and ideas.
    Develop and maintain mechanisms sufficient to ensure that all team members are fully aware of issues which impact their performance, and that a culture of open and honest two-way communication prevails.

Measure employee engagement and ensure action plans are developed to address identified areas of improvement

 

  • Process Management and improvement to ensure processes and procedures are appropriately controlled, monitored and documented and operated within the confines of the regulatory regime. Where necessary appropriate action to be taken to resolve issue in a timely and effective manner. Responsible for ensuring that ongoing improvement of processes and procedures is prioritised, continually enhancing the Client experience.

 

  • Staff PDR’s, Training & Development to ensure regular documented reviews of individual performance, including monthly staff 1:1 meetings and team process in respect of quality and productivity.

Evidence of continued self-development to improve business knowledge and skills to support development of direct reports

 

  • Mentoring & Coaching – able to develop the team with mentoring/coaching management/business skills. Supporting their development with regular feedback on performance with focus on coaching.

 

  • Develop & Improve Client Relations - with specific emphasis on client and customer satisfaction. This includes clear and precise communication to all of the incumbents Clients, to ensure issues, where they arise, are managed effectively.
    Escalation point for the Clients they are responsible for, where service has not met their expectations.  Investigation, resolution management and continuous communication to be delivered at all times.

 

  • Planning – Able to formulate medium/long term strategic plans for department & long term operational plans with Line Manager

 

  • Relationships – Ambassador for the incumbents Clients and the department, enhancing inter-relationships.

 

  • Client Relationship - Attendance at Monthly Service Review meetings with clients, as required.  Confidently discussing successes, challenges and initiatives to enhance the Customer experience.

 

  • Business Process Review – creative problem solving – including the planning and implementation of change.
    Attendance at all incumbents Client related projects and internal development, to ensure continuous improvement of the Customer experience

Identify root causes of issues to improve performance

About the Company

SS&C (formerly known as 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 organisations, 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 are subject to background verification checks, including 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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