Description
As a leading financial services and healthcare technology company based on revenue, SS&C is headquartered in Windsor, Connecticut, and has 27,000+ employees in 35 countries. Some 20,000 financial services and healthcare organizations, from the world's largest companies to small and mid-market firms, rely on SS&C for expertise, scale, and technology.
Job Description
SS&C Technologies seek an Account Manager to support and lead the service management of SS&C's clients
within a specified stream and drive the ownership across all operational support teams, by taking responsibility of exceeding client service targets.
About SS&C Technologies
SS&C Wealth & Investment Technologies is a leading provider of award-winning technology and services for the investment management industry worldwide. Our 5000+ clients across 50+ countries include asset managers, wealth managers, family offices, alternative investment managers, fund administrators, brokers, banks, and insurance. Our solutions streamline their processes for portfolio management, trading and order management, compliance, accounting, performance analytics, reporting and more.
This is a unique opportunity to blend financial industry knowledge with technology skills, in a vibrant, international work environment. You get to tap into the knowledge of leading financial institutions as well as our experienced team, to learn and develop skills that will ultimately help you progress your career and grow a solid network within the fin-tech industry.
At SS&C, you will find a rewarding career where you can thrive at every level. We are proud of our unique business culture, founded on the passion of our people, dedicated to the success of our clients. As a company, we reward innovation and professionalism, and support personal development. We invest in our employees through offering competitive compensation and benefits, comprehensive training opportunities, and employee programs to promote a healthy work-life balance and personal well-being. Our culture thrives on teamwork and diversity. Therefore, we hope to see you bring your unique perspective and talent to SS&C and thrive!
Job Description
1. Service Management
- Maintain and develop relationship with key and senior client contacts
- Maintain, facilitate and develop relationships with all key stream internal contacts to ensure quality of service and sponsor action plans where identified
- Understand client's business /products /strategy /requirements and the impact on SS&C' service offering
- Maintain account plans
- Keep abreast of current client relationship status through the regular review of Management Reports e.g. client feedback
- Working knowledge of industry practices
1.1. Issue Management
- Act as senior escalation point for the communication to clients of any significant concerns
- Facilitate through the stream contacts, issue resolution/action plans
- Ensure (weekly and monthly) Client and Stream meetings take place, providing support and suggestions for agendas etc.
1.2. Reporting
- Input to senior management and Client reporting e.g. Board reports
- Advise Relationship Management of changes to client service model/tariff/SLA
- KPIs - ensure KPI pack is issued to client and management within SLA
- SLAs have an overview of any areas that may be going out of SLA through regular stream meetings and agree action plans as appropriate
- Client Feedback
- Ensure SMD's are maintained and kept up to date with any change to service reflected appropriately
- Review and communicate results and developing action plans as required
- Communication
- Responsible for provision of service management information to client contacts in a timely manner and in an appropriate format.
- Keep senior management informed of any significant/escalated service issues / action plans
1.5. Meeting Management
- Monitor, report & escalate significant output from service review meetings
- Manage clients' Quarterly Service Exec meetings – working with the Client Account managers to ensure distinction between strategic and service meetings. Lead preparation presentations/agenda/objectives. Chair meetings (where appropriate relative to meeting attendees)
- Ensure necessary internal preparation meetings take place and SS&C approach is agreed prior to meetings with external parties
- Call report/minutes to be prepared from ad-hoc meetings with client and circulated to SS&C Executives, using appropriate tools - Gocheck
- Ensure agendas and minutes are issued within agreed timescales
2. Budgetary Control
2.1. Revenue
- Input to budget/revenue forecasts
- Pro-active management of service credit/debit regime
3. New Business & Promotional Activity
3.1. SS&C Products & Services
- Knowledge of SS&C products, services and technologies; recognise opportunities to promote additional products and services
- Discuss Client forum strategies/initiatives to ensure client participation
- Input into future product/technical developments
- Support RFP process where required
3.2. Contract Management
- Maintain knowledge of client service related contract terms
- Maintain contracts as appropriate supporting annual sweep up and tariff changes
4. Team Management
- Manage CSM Team including providing guidance & direction on day-to-day business issues, facilitating monthly team meetings, reviewing PDRs, Corporate Governance, etc.
- Ensure that direct reports are aware of their performance to individual objectives and how they link to Corporate Goals
- Development needs for direct reports
- Interview and recruit for the team as required
5. Additional responsibilities
- Attend internal/external business forum/committees
- To support the continuous development of the CSM team
SS&C quality
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.
- 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.
We encourage applications from people of all backgrounds and particularly welcome applications from under-represented groups, to enable us to bring a diversity of perspectives to our thinking and conversation. It's important to us that we strive to have a diverse workforce in the widest sense.
Unless explicitly requested or approached by SS&C Technologies, Inc. or any of its affiliated companies, the company will not accept unsolicited resumes from head-hunters, recruitment agencies, or fee-based recruitment services.
Background Checks
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 hiring location, proof of address, credit check and criminal record check (where permitted by local law). 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.
Unless explicitly requested or approached by SS&C Technologies, Inc. or any of its affiliated companies, the company will not accept unsolicited resumes from headhunters, recruitment agencies, or fee-based recruitment services.
SS&C Technologies is an Equal Employment Opportunity employer and does not discriminate against any applicant for employment or employee on the basis of race, color, religious creed, gender, age, marital status, sexual orientation, national origin, disability, veteran status or any other classification protected by applicable discrimination laws.
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