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Senior Support Manager

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

Job Introduction

To take control of any complex issues/non-standard enquiries flagged by high profile or key Partners within the SJP Partnership, covering International locations including Shanghai, Singapore, Hong Kong and Spain. Take personal responsibility to see issues through to resolution, ensuring the appropriate outcome is reached for SJPI and SJP HK, the client and Partner. Proactively manage the relationship with the key Partners and successfully support them to deliver the agreed targets. 

Role Responsibility

  • Manage effective relationships with all key contacts at appropriate business locations
  • Initiate and attend office visits and location meetings, strengthening existing relationships with key stakeholders and also establishing new networks/relationships
  • Exceptional handling of complex/technical or complaint work, co-ordinating assistance from key contacts in processing areas and providing final decisions and letters if required.  Monitor progress and undertake preventative measures as appropriate
  • Handle incoming calls from any relevant party and make outbound calls to complete/resolve the enquiry
  • Respond to email enquiries from Partners and contacts at appropriate business locations
  • Proactively Manage pipeline ensuring that relevant and informative communications are made weekly (where appropriate) to partners, Head of Location or BDMs
  • Escalate significant pipeline cases providing recommendations to ensure the correct outcome
  • Provide coaching and mentoring to new Partner Support Specialists assisting with difficult calls or complaints where required, developing their technical knowledge
  • Attend Back Office Team Meetings, on occasion, to help increase business awareness and improve understanding of what is important to Partners and clients and why
  • Analyse the root cause of complaints received and recommend improvements, including taking responsibility for implementing changes
  • Identify and implement process improvements to promote continuous improvement of the services provided
  • Represent SJP on projects and be responsible for local Business Plan initiatives, championing change
  • To carry out any other duties which are within the employee’s skills and abilities whenever reasonably instructed

The Ideal Candidate

  • Excellent knowledge of relevant processes, products and regulation
  • Excellent problem solving, analytical and decision making skills
  • QFA preferable but not required on day one
  • Appropriate product knowledge 
  • Strong relationship management skills
  • Act as a role model for colleagues in support of management decisions
  • Act as a point of technical reference for others to refer to for help, guidance and support
  • Excellent communication and interpersonal skills at all levels
  • Shows flexibility and always goes the extra mile to meet the needs of the business, Partner and client
  • Strong organisational and time management skills
  • Commitment and self-motivation to work within deadlines with minimum supervision
  • Building relationships
  • Effective analytical skills
  • Strong ability to challenge decisions at all levels

About the Company

SS&C provides software and software-enabled services for the global financial services industry. Through a combination of organic innovation and strategic acquisitions, we have assembled a comprehensive selection of technology and service capabilities, backed by industry-leading expertise. Since 1995, SS&C has acquired 51 businesses with products, services and/or technologies in existing or complementary vertical markets. Acquisitions include GlobeOp, Advent Software, Citi Alternative Investor Services, Wells Fargo Global Fund Services and DST Systems.

SS&C has more than 24,000 employees worldwide.  Our head office is located in Windsor, Connecticut with offices throughout North America, Europe, Asia Pacific and Australia. SS&C provides the global financial services industry with a broad range of highly specialized software, software enabled-services and software as a service (SaaS) solutions for operational excellence.  

SS&C is the leading independent provider of cloud-based fund administration services and software for the alternative investment industry, including hedge funds, fund of funds, private equity funds and managed accounts.

DST

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