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Product Specialist

Role Responsibility

Product Specialist

Basildon, Essex

Fixed Term Contract

P3 / G

To support Senior Management in the delivery and upkeep of the Omni-channel support tool.

This role incorporates all elements of defining, creating and maintaining and supporting the system.

This role ensures the work delivered is truly fit for purpose & manages the development and technical aspect of the transition of the solution into live and on-going use, including but not limited to;

  • Responsible for the actual build and testing the output of their own work through test cases, test plans, test logs ensuring governance of audit requirements by agreeing/adhering to technical constraints and applying implementation standards & best practice
  • First line technical support for the Omni-channel tool managing support calls raised and ad-hoc issues Working alongside the IT Service Team to maintain, review, audit & responding to issues within a timely manner
  • Raising preventative and control measures where appropriate to ensure continually good service, monitoring system and performance regularly
  • Work with both the supplier and internal IT teams to analyse and agree new requirements and issues
  • Develop new functions to support both the customer and SS&C needs
  • Co-ordinate all aspects of the implementation process to ensure optimum delivery and meeting audit requirements
  • To exercise due care and diligence, ensuring the areas the role is responsible for are organised and controlled
  • To uphold responsibilities for risk and business continuity practices as appropriate to system being used
  • To comply with all the regulatory regimes in which SS&C operates

This role requires a positive attitude and approach to supporting the delivery of improvements including;

  • Identifying opportunities to improve the system to meet our Financial targets
  • Use customer feedback & appropriate MI to help identify and drive process change to provide exceptional client experiences

Specific duties:

Main purpose of role:

  • Configuration and testing of the customer support tool including clarification of the acceptance criteria for requirements e.g. user stories to deploy the solution that is in line with sponsor needs and agreed design.
  • Ensure the tool is kept up to date with the most current information available
  • Configure workflows for use of full functionality within the tool
  • Ensure all information held on system is accurate and of high quality with full audit maintained and meets GDPR requirements
  • Ensure team best practices are followed at all times to ensure consistency across the system and Company
  • Support new business take on providing demonstrations or producing proof of concepts to support Sales
  • Produce clear processes and procedures
  • Participate in user training sessions and train the end customers as requested
  • Support your colleagues and Senior Manager in their objective to actively champion and promote the use of the tool
  • Both attend and where required run quarterly update forums
  • Be a Mentor – to your colleagues; encouraging them to develop their skills and work with them on areas of difficulty when using the system
  • Ensure all work is recorded and stored for future Audit requirements

Core Requirements:

All employees are accountable for the delivery of a Quality service, driving for excellence in all their work activities:

  • To be quality driven, aiming for 100% accuracy and timeliness of delivery
  • To effectively plan the way services are delivered so that all activity is directly related to providing quality services and meeting the expectations of the customer (internal and external)
  • To continuously review processes and practices relating to the role and act as a catalyst for change and improvement in individual and team performance
  • To observe proper standards of market, business and personal conduct, demonstrating integrity in the execution of duties
  • To communicate and promote the values which reinforce and support a consistent quality culture, Employees are required to comply with the regulatory regime in which SS&C operates as appropriate to the above role
  • Employees are expected to exercise due care and diligence, ensuring the areas the incumbent is responsible for are organised and controlled
  • Employees are required to observe proper standards of market, business and personal conduct, demonstrating integrity in the execution of duties
  • The incumbent is required to respect the SS&C approach to client care and must demonstrate due regard to the interests of our clients and in any and all third party dealings

Knowledge and Technical Skills – Specific knowledge, skills and qualifications needed to achieve required performance standards in a role.

Essential

  • Experience of HTML/CSS
  • You will have experience in a customer driven environment and a passion for delivering high quality communications
  • Experience of CRM or Customer Service Software Tool
  • To have a positive attitude and be prepared to help the team succeed
  • You will enjoy finding creative solutions to problems and have a commitment to excellent service delivery.
  • The ability to meet strict deadlines and prioritise varying workloads is essential.
  • Good working knowledge of MS Office packages is essential.
  • Previous experience or an interest in the investment industry is essential in order to gain a thorough understanding of our products and services.
  • Minimum entry requirement GCSE Mathematics and English Language Grade C or above or experience in a similar role.

Desirable

  • Java coding

SS&C

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