Description
SS&C is a global provider of investment and financial services and 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 organizations, from the world's largest institutions to local firms, manage and account for their investments using SS&C's products and services.
Job Description
Opportunity snapshot:The Service Desk Manager will be based out of our Hong Kong office and will be responsible for the day to day activities of the service desk team based here including transfer agency, investor AML, and client servicing for our offshore transfer agency clients with Asian based distribution requirements. The role will include performing day to day tasks pertinent to the department's activity as well as a strong focus on client relationship, day to day client services and general management matters.
Direct reports:The role will be responsible for leading a small service desk team in Hong Kong with the team reporting into this individual.
Role Responsibilities:Perform regular review processes and appraisals of the team.
Instils a client focus in the core operation, consistently meeting agreed client service levels and proactively managing and exceeding client expectations.
Monitor service level standards and provide senior management with reporting as well as maintain an environment where processes and controls are monitored.
Handle and resolve operational and managerial issues that arise.
Oversee and assist the team with performing day to day service desk activities including account opening, AML/KYC, deal processing etc.
Following up in case of issues with service delivery. Ensuring timely reporting and escalation of any incidents to management.
Ensure that procedures, policies and processes are adhered to so that a high quality service is delivered to the customer. Propose and/or implement procedural changes to improve performance of the department or of related business areas.
Development and maintenance of relationships with local clients acting as the local point of contact for client issues/queries.
Conduct regular reviews of SLAs, KPIs, procedures and checklists.
Overseeing regular sampling reviews by Quality Assurance teams, ensuring any findings are addressed and controls/procedures are updated accordingly.
Work closely with groups internally to deliver client specific projects as well as wider projects in the region ensuring adherence to internal policy and standards.
Skills and Competencies:
A good understanding of the client service model, business strategy, structure and product offering.
Strong level of communication with all levels of staff including local and global management.
Strong strategic leadership and thought process.
Strong risk, control and problem-solving skills.
Strong leadership and people development skills, able to develop diverse teams.
5+ years of experience in a related role. Extensive experience in a similar environment.
In-depth Transfer Agency operations and technology knowledge including the Financial Services regulatory environment.
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 offers excellent benefits including health, dental, 401k plan, tuition and professional development reimbursement plan. 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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