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Client Experience Manager, Client Support
vor 4 Wochen
Client Experience Manager, Client Support Location: Sydney and Melbourne, Australia | Hybrid SS&C Technologies is a leading financial services and healthcare technology company with headquarters in Windsor, Connecticut, and 27,000+ employees in 35 countries. About 20,000 financial services and healthcare organizations rely on SS&C for expertise, scale, and technology. Why You Will Love It Here Flexibility: Hybrid Work Model Your Future: Income Protection Insurance & Salary Continuance Work/Life Balance: Generous Bereavement & Compassionate leave Your Wellbeing: Private Health Insurance discount, Paid Parental leave, Death & TPD Insurance Diversity & Inclusion: Committed to welcoming, celebrating and thriving on diversity Training: Hands-On, Team-Customized, including SS&C University Extra Perks: Discounts on fitness clubs, travel and more What You Will Get To Do The Manager, Client Support plays a key role in ensuring exceptional client service delivery by managing day-to-day operational support for client and investor-related queries. This role focuses on issue resolution, service optimization, and operational risk management while maintaining strong client relationships and ensuring compliance with regulatory requirements. Direct Reports: Up to 10 direct reports, including Senior Client Support Consultants & Client Support Consultants Key Accountabilities Client Relationship Support & Client Advocacy: Act as an escalation point for service issues and operational challenges; collaborate with clients and internal teams to communicate resolutions and service improvements; build an understanding of clients’ business processes to identify opportunities for support and partnership; conduct regular client meetings and feedback sessions to assess service quality and identify areas for improvement. Operational Support & Service Excellence: Oversee the team to deliver timely and accurate responses for clients, engaging with operational teams to ensure efficient service delivery; ensure quality control across all service channels and implement best practices for client communication and proactive issue resolution; provide support for day-to-day transfer agency operations escalations related to transaction processing and investor servicing; monitor BAU client activities to align with SLAs and KPIs. Operational Oversight & Process Optimisation: Identify opportunities for process optimisation and efficiency improvements within client support teams; implement feedback loops from client meetings and reviews to enhance service delivery models. Compliance and Risk Management: Ensure all processes comply with relevant regulations; collaborate with Risk & Compliance to monitor risk controls; maintain proper documentation for escalations and issue resolution, including regular maintenance of business rules, client resources, materials and checklists. Leadership: Lead and mentor the Client Support team to foster a client-first culture; develop training programs to enhance technical knowledge and problem-solving skills; conduct regular 1-on-1s and quarterly performance check-ins with team members. Reporting and Performance Management: Track service performance metrics (e.g., resolution timelines, client satisfaction, operational accuracy) using reporting tools; develop and present regular reports for internal stakeholders. Eligibility and Other Information We encourage applications from people of all backgrounds to bring diverse perspectives. SS&C is an Equal Employment Opportunity employer and does not discriminate against any applicant based on race, color, religion, gender, age, marital status, sexual orientation, national origin, disability, veteran status or any other protected classification. #J-18808-Ljbffr
