Coach

Job Introduction

To continuously support and develop people through feedback and coaching to improve accuracy, productivity and overall competence.  To perform and apply the Quality Assurance processes and criteria to review levels of quality and accuracy, and provide the necessary training and development to individuals.  Also provide on the job support with complex customer enquiries or by on the job training, where appropriate.

Role Responsibility

    •    Performing the required % of calls/paper processing audits as per the Quality Assurance Procedures and assessing the levels of quality and accuracy against the business requirements
•    To achieve the required audit targets for the work type
•    Delivery and planning of training and/or coaching based on the levels of quality and accuracy and business need
•    Challenge existing practices.  Identify, propose and implement areas of process improvement
•    Provide Line Managers with performance information on each of their team members on a regular basis or more if required, including Quality and Accuracy Management Information
•    Provide coaching support, coaching 121s and license reviews as appropriate, to all team members
•    Involvement in Projects as required
•    Devise and/or carry out training plans for new and existing employees, product launches or refresh training when required 
•    Achieve and maintain Competence under N2 Guidelines, where appropriate
•    Act as point of escalation for complaints as and when required
•    Act as a point of contact for contentious/complex enquiries
•    Manage relationship between key Stakeholders and the team , where appropriate
•    Analysis of legislation and planned product development to allow successful integration into BAU processes
•    To prepare and present relevant information in a concise manner to facilitate the assessment of risk
•    To liaise with technical experts and peers to ensure that any changes in legislation and procedures affecting Customer Servicing are assessed and understood, ensuring product, process and system knowledge is maintained
•    To communicate technical and procedural information to staff in an effective and timely manner
•    Involvement in testing where required
•    To deputise for Customer Service Manager where appropriate, for example, to provide holiday cover
•    Supports the delivery of Service Level agreement targets and performance standards
•    To carry out any other duties which are within the employee’s skills and abilities whenever reasonably instructed

The Ideal Candidate

   Comprehensive knowledge of  relevant Products, systems and Procedures
•    Knowledge of current legislation, i.e. Data Protection Act, Compliance and FCA rules
•    General organisational business and financial awareness
•    Understanding of Authority limits where relevant
•    Competence in the application of Quality Assurance process and criteria standards
•    Proven ability of being able to handle all aspects of Call Handling or processing role of relevant department that job holder will now be providing support on
•    Maintain and implement Personal Development Plan with Manager 
•    Knowledge of the Treating Customers Fairly principles 
•    Coaching/Training skills 
•    Time Management and Organisation skills
•    Inter-personal skills
•    Excellent Communication skills– oral/written
•    Customer complaint handling skills
•    Analytical skills
•    Problem solving and decision making skills over different levels of problems
•    Creativity applied to complex problems  
•    Can deliver and receive feedback in constructive manner
•    Open minded approach to dealing with ideas and suggestions from colleagues and customers
•    Can contribute to good working atmosphere within own team
•    Proven ability in dealing with customers internally and externally  
•    5 GCSEs or equivalent
•    Understanding of the Statements of Principle and Code of Practice
•    Broad knowledge of SS&C UK operations 
•    Education to Higher level or equivalent is desirable
•    ICS 
•    CF1/FA1/FA2 

Package Description

• Competitive annual salary
• Company pension scheme
• Life Assurance (4 x salary)
• Flex benefits scheme

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

SS&C