Operations Support Specialist

Role Responsibility

Who we are:

SS&C is the world’s largest hedge fund and private equity administrator, as well as the largest mutual fund transfer agency. SS&C’s unique business model combines end-to-end expertise across financial services operations with software and solutions to service even the most demanding customers in the financial services and healthcare industries. SS&C owns and operates the full technology stack across securities accounting, front-to-back-office operations, performance and risk analytics, regulatory reporting, and healthcare information processes.
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.

The Operations Support and Control team is a team of SME’s responsible for supporting the safe, efficient and timely delivery of service to all BPO and licenced client. The team acts as the intermediary between core operations and other areas supporting client delivery, including Business Change, Application Support and Technical Support. The team is also responsible for ensuring that appropriate governance, controls and procedures are in place to ensure safe delivery of service to SS&C clients. 

Main Responsibilities:

Business Support

• Act as Subject Matter Expert for all BAU product and technical queries across BPO and licenced clients
• Oversight responsibility for Service Now tickets in Business Support queue, including initial triage and agreeing operational priority
• Perform triage on new tickets, providing resolution if appropriate or identifying correct internal routing for ticket
• Assist in preparation of Management Information and reports
• Regular operational review of all open tickets requiring code change to build backlog of tickets requiring development
• Completion of Cost Benefit Analysis assessment on open release tickets with recommendation as to whether to process, Incorporate risk assessment in to review 
• Incident Management. Responsible for incident assessment, generation of a plan to remediate the incident and timely delivery on that plan
• To complete end of day technical batch run 

Change Support

• Support requirements gathering for change including Business Requirement Documentation, Process Maps and user stories.
• Represent Operations in requirements gathering sessions, ensuring any proposed change is delivered in a secure manner minimising impact to Operations
• Support UAT of code releases, feeding in to test plans, test cases and acceptance criteria
• Support handoff of release from UAT to production. Ensure procedures are updated to reflect new processes and staff are fully trained on changes prior to the release going live
• Conduct smoke test of all releases to ensure production environment functions as required
• Liaise with the client retained team in relation to business and test queries, requirement and supporting artefact sign offs 
• Liaise with internal/external stakeholders including in relation to the implementation / test of project initiatives

Governance and Controls

• Ongoing review and maintenance of Operational procedures
• Support BAU Process and Improvement initiatives
• Assist with training and coaching of entry level and experienced team members

The Ideal Candidate

Essential:

• Desire to work in a fast paced environment
• Desire and ability to learn new processes and products
• General organisational business and financial awareness
• Well organised and methodical individual
• High attention to detail
• Ability to work to deadlines
• Excellent interpersonal skills
• Excellent written and verbal communication skills
• Time Management and Organisation skills
• Problem solving and decision making skills over different levels of problems
• Excellent customer service skills
• Flexibility and willingness to adapt and develop within role
• Can deliver and receive feedback in constructive manner

Desirable:

• Knowledge of current legislation, i.e. Data Protection Act, Compliance and FCA rules
• Customer complaint handling skills
• QFA or similar qualification

Package Description

• Competitive starting salary, followed by regular reviews and increases, as milestones are met.
• Competitive holiday policy
• 6% employer pension scheme contribution
• Life Assurance (4 x salary)
• Single person healthcare
• Flex benefits scheme
• Discount scheme

SS&C