PA25GRADQ3014 - Client Services Management Support Officer Job Listing at SS&C Technologies in Basildon, England (Job ID R34111)

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

Specific Duties

Main Purpose of Role

• Direct point of contact internally/externally for designated client relationships
• Primarily responsible for managing day-to-day service issues and associated tasks, information gathering, facilitating operational areas and communicating internally and externally

Area/Sub Function

Service Management

Service Management

• Develop existing client relationships with relevant Clients
• Support the CSM team with liaison with the clients' oversight team to ensure that service meets requirements
• Support the CSM with management of the communication and participating in resolving any service issues
• Increase understanding of  client's business /products
• Keep abreast of current client relationship status through the regular review of Management Reports e.g. Client feedback
   

Issue Management

• Contact points for day-to-day service issues raised to or by Client or internal contacts
• Support the CSM in the production & maintenance of the Service Issues Log on a weekly basis
• Day-to-day liaison with contacts in operational areas to ensure service is delivered within SLA and quality is measured within KPIs

Reporting

• KPIs
  • Support the CSM in the review and validation of KPI pack information
  • Support the CSM in the Monitoring of service against KPIs and dispatching of monthly KPI reports within agreed service levels
  • Support the CSM in  providing commentary for KPI pack

Communication

• Support the CSM for provision of service management related information to client contacts in a timely manner and in an appropriate format
• Participate, with support, in the laison with internal operational/IT counterparts to facilitate information flow and appropriate actions
   

Meeting Management

• Participate in meetings (internal and external) & conference calls, as required
• Attend necessary internal prep meetings
• Involvement in the completion of supporting meeting documentation – agenda, minutes, actions etc.
   

Team Management

Sharing Best Practice

• Initiate and participate in departmental Best Practice discussions cross streams
   

Additional responsibilities

• To carry out any other duties which are within the employee's skills and abilities whenever reasonably instructed to support continuous development

• Job Families for Job Profiles

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.