Customer Experience Quality Manager

Role Responsibility

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.

• Completion of root cause analysis for complaints and regulatory breaches
• Review daily MI and provide trend analysis on department quality and errors
• Develop ideas to improve the customer experience and reduce errors
• Drive continuous improvement and change
• Create a culture which delivers a truly outstanding level of customer experience
• Support and drive staff engagement
• Attend regular team meetings and scrums
• Create and deliver training material
• Side by side coaching
• Manage a small team of associates who complete call quality monitoring
• 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

The Ideal Candidate

Essential:

•    Good understanding of Unit Trust, OEIC, ISA, Investment Trust and Pension products
•    Strong analytical and problem solving skills
•    Excellent communication and interpersonal skills
•    Ability to communicate at all levels both internal and external
•    Experience in coaching and developing individuals as well as creating and delivering training material
•    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 

Desirable:

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

Package Description

• Flexible Holiday Allowance
• Life Assurance (4 x salary)
• Private Healthcare 
• 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