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Operations Manager

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

Role Responsibility

This role sits within our established Operations team in Dublin who specialise in providing customer service and policy administration to Life and Pension policy holders and their financial advisors. The Operations Manager is responsible for oversight of the delivery of core policy administration processes in the functional area of Customer Service, Policy Administration and Agency Management. The role is within a fast paced team that has daily and monthly service level deliverables that must be met.

Leadership of a team of 7 people providing policy administration services on a UK based Life & Pensions book 

 

  • Responsible for delivery of Operational services to SS&C clients in line with Service Level Agreements and Key Performance Indicators
  • Comprehensive understanding of the BPO Contract and Service Level
  •  
  • Preparation  of all Weekly and Monthly  Governance packs for nominated clients
  • Represent SS&C Operations in  client governance meetings
  • Review and action client quarterly service reviews
  • Primary point of escalation for client and internal teams
  • Oversight of all internal and external audits
  • Ownership of internal and external audit actions
  • Oversight of yearly process and procedure reviews
  • Completion of the quarterly Control Risk Self-Assessment (CRSA) with the Risk and Compliance team  Ensure that team process transactions compliantly and within industry and departmental standards, making sure that all requirements are met and continuously monitored.
  • Management of workload and work queues, prioritising tasks to meet both external and internal deadlines, turnaround times and service standards whilst maintaining an appropriate quality standard
  • Monitor and address staff needs, turnover, recruitment and retention
  • Respond to feedback given from the Employee Engagement Survey
  • Generate and execute on a training matrix/plan. Identify training gaps and cross training needs within team
  • Act as an escalation point on complex issues
  • Coach, mentor and develop staff
  • Succession Planning
  • Performance Management
  • Identify root cause of any SLA breaches and put plan in place to prevent future breaches
  • Owner of Business Continuity Planning / Disaster Recovery procedures and test strategy
  • Assist Senior Operations Manager in forecasting annual resourcing needs
  • Work collaboratively with other departments in order to deliver a high quality, cost effective service across IT, Finance, Customer Service, Compliance, Risk and Audit within regulatory framework
  • Ensure all procedure documents are updated following any process or regulatory changes
  • Provide timely and well-presented Management Information as required
  • Identify risks / threats to service delivery and formulate plan to mitigate
  • Develop viable business cases to remove manual workarounds from, or introduce efficiencies to, Operations
  • Deputise for other Operations Managers where required

The Ideal Candidate

Essential:

  • Excellent keyboard skills to include knowledge of MS Office packages 
  • High level of enthusiasm and motivation
  • Methodical individual with experience of working to strict deadlines
  • Experience managing a team servicing a Life and Pensions book
  • Excellent verbal reasoning and numeric skills
  • Strong inter-personal skills
  • Strong planning and organisational skills 
  • Respects confidential / sensitive information
  • Presents an appropriately professional image; communicates clearly, concisely, and diplomatically.
  • An ability to provide support and be involved in ongoing projects and initiatives within the Team

Desirable:

  • Previous experience working on UK Life and Pensions book
  • Relevant Life / Pension qualifications
  • Strong technical ability 

 

SS&C’s trusted and proven technology delivers an unparalleled level of scalable capabilities for the most complex portfolios, the most sophisticated strategies, and the highest volumes of transactions. Through a series of carefully selected acquisitions and organic growth, the breadth and depth of SS&C’s expertise in financial services and healthcare technology are unmatched.


We encourage applications from people of all backgrounds and particularly welcome applications from under-represented groups, to enable us to bring diversity of perspective to our thinking and conversation. It’s important to us that we strive to have a workforce that is diverse in the widest sense. 
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.

 

 

Package Description

  • Competitive starting salary, followed by regular reviews and increases, as milestones are met.
  • Hybrid working environment
  • Fully paid training and qualifications
  • Competitive holiday policy
  • 6% employer pension scheme contribution
  • Life Assurance (4 x salary)
  • Single person healthcare
  • Flex benefits scheme
  • Discount scheme
  • Sports and Social groups
  • On site subsidised canteen

SS&C

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