Senior Manager Incident and Error Corrections Administration Department
Job Introduction
To successfully lead our Remediation Teams responsible for the resolution of Operational Incidents and Error Corrections. The work is broadly the correction of clients’ plans which by its nature has a degree of customer and client sensitivity and scrutiny. This team is responsible for delivering exceptional and accurate service to our SJP Head office, Partners and Clients. The nature of the work within these teams is varied and diverse therefore the successful candidate will need to be creative and have excellent problem solving, priortisation and stakeholder management skills to support and develop the team with their resolutions.
An additional key element of this role will be to drive forward thorough root cause analysis and implement robust solutions to ensure incidents are capped and mitigate the risk of re-occurrence. To motivate, manage and develop the team to ensure that our Clients continue to receive exceptional levels of customer service and that the customer experience is enhanced at every opportunity.
Operate within agreed budget and monitor and control expenditure against the set budget.
Role Responsibility
Operational Management
Manage and oversee the Remediation Teams, formulating strategic plans to ensure all Incidents and Error Corrections are managed in line with agreed timescales and within budget.
Service Delivery
Ensuring SS&C meets their Clients’ expectations, in line with Service Level Agreements (SLA) and Key Performance Indicators (KPI).
Build strong relationship with Colleagues, Clients and Customers.
Identifying opportunities to enhance the service provided to clients and develop follow through actions in conjunction with internal and external colleagues.
Identify and manage operational risks ensuring adequate controls are implemented and regularly monitored.
Collaborate with colleagues across the business area to deliver SLAs in line with business priorities.
Develop and Improve Colleague Communication
Ensure SS&C operationally meets business requirements, influencing colleagues and other departments where necessary to expedite timely resolution of issues, sharing best practice, knowledge and ideas.
Develop and maintain mechanisms sufficient to ensure that all team members are fully aware of issues which impact their performance, and that a culture of open and honest two-way communication prevails.
Process Management and improvement
Ensure processes and procedures are appropriately controlled, monitored and documented and operated within the confines of the regulatory regime. Where necessary take appropriate action to resolve issue in a timely and effective manner. Responsible for ensuring that ongoing improvement of processes and procedures is prioritised, continually enhancing the Client experience.
Attendance at Client related projects, where requires and internal developments, to ensure continuous improvement of the Customer experience.
Staff PDR’s, Training & Development
Regular documented reviews of individual’s performance, including monthly staff 1:1 meetings discussing of quality and productivity.
Evidence of continued self-development to improve business knowledge and skills to support development of direct reports
Mentoring & Coaching
Develop the team with mentoring/coaching management/business skills.
Develop & Improve Client Relations
Monitor customer satisfaction through different mediums specifically through root cause analysis ensuring that actions plans are formulated and communicated with the client to enhance quality.
Escalation point for Clients, where service has not met their expectations.
Attendance at Monthly Service Review meetings with SJP, as required. Confidently discussing successes, challenges and initiatives to enhance the Customer experience.
Planning
Ability to formulate medium/long term strategic
The Ideal Candidate
Essential
- Strong knowledge of Financial Services and experience of operationally managing with in a FSA regulated business.
- IAQ or FSA recognised qualification.
- Experience of successfully enhancing the customer experience.
- Strong Client relationship skills
Desirable
- Business Process Review experience
- Good presentation skills
- Detailed product knowledge in Bonds or Pensions
Package Description
To successfully lead our Remediation Teams responsible for the resolution of Operational Incidents and Error Corrections.
• Competitive annual salary
• Eligible for annual discretionary bonus (based on individual and company performance)
• 20 Days holiday plus Flexiable time off Policy
• 6% non-contributory pension scheme
• Life Assurance (4 x salary)
• Family Cover healthcare
• flex benefits scheme
About the Company
SS&C
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