Quality Lead (Complaints Handling) Job Listing at SS&C Technologies in Basildon, England (Job ID R40028)

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

Quality Lead (Complaints Handling)

Locations: Basildon, Essex | Hybrid

Get To Know Us:

We are seeking a skilled and diligent individual to join our high performing, client-focused, operations team. This role is ideal for a detail-oriented lead with strong analytical, investigative, and regulatory knowledge, who thrives in a purpose-led environment. This is a Quality role which focuses on complaint and incident investigation and root cause analysis.

This is both a strategic and hands-on role for a high-calibre professional who can operate with autonomy, accuracy, and influence. You will play a critical part in improving customer outcomes, adherence to FCA rules, Consumer Duty, and other regulatory expectations.

SS&C is leading the way.  We continue to look for todays and tomorrow's brightest talent, those that embody a spirit to improve not only their lives, but those around them. From college students to seasoned and experienced professionals, we encourage you to apply. SS&C prides itself on hiring diverse, honest, dynamic individuals, who value collaboration, accountability, and innovation to name a few. 

Why You Will Love It Here!

• Flexibility: Hybrid Work Model
• Your Future: Professional Development Reimbursement including access to SS&C University
• Work/Life Balance: Competitive holiday scheme
• Your Wellbeing: Competitive benefits designed to support the wellbeing of our staff
• Diversity & Inclusion: Committed to Welcoming, Celebrating and Thriving on Diversity
• Training: Hands-On, Team-Customised throughout your career

What You Will Get To Do:

• Complaint Oversight
  • Operate within, and maintain the team's adherence to the complaints handling framework, ensuring fair, timely, and compliant outcomes in line with FCA DISP rules and Consumer Duty.
  • Lead and operate within the team Complaints function. Perform and oversee complaint investigations, ensuring consistency, customer empathy, and robust decision-making.

• Regulatory Breach & Incident Oversight
  • Lead and operate within the team Incident function. Ensure timely identification, assessment, documentation, and resolution of all reportable and non-reportable breaches.
  • Oversee a central breaches and incidents log, ensuring clear ownership, root cause analysis, and closure tracking.

• Quality Assurance
  • Design and maintain a robust QA framework across key customer touchpoints to assess service quality, process adherence, and regulatory compliance.
  • Monitor QA outcomes and performance metrics to drive behavioral change and improve customer experiences.
  • Work with operational leaders to ensure QA insights are embedded into training and coaching practices.

• Continuous Improvement
  • Lead structured root cause analysis processes across complaints, incidents and QA, identifying systemic failures or emerging risks.
  • Translate findings into meaningful, data-driven actions that prevent recurrence and enhance overall business performance.
  • Develop and champion a culture of continuous improvement with accountability for resolution and process enhancement.
  • Support audit, compliance monitoring, regulatory reviews and risk management functions with breach-related data and trend analysis.

What You Will Bring:

• Previous experience as a lead within financial services, with working knowledge of FCA DISP, CASS, Consumer Duty, and other regulatory rules. Desirable to have qualifications to support.
• Excellent communication skills, with the ability to understand and present complex matters clearly and concisely  
• Customer focused, displaying empathy and integrity in dealing with sensitive or vulnerable customer cases.

• High attention to detail and strong critical thinking skills, with a curiosity to get things right. Hands-on experience conducting root cause analysis and delivering continuous improvement initiatives.

• Strong stakeholder engagement skills and an ownership driven, solutions-focused approach.

• Skilled in creating MI and insights that drive change and inform senior decision-makers.

We encourage applications from people of all backgrounds to enable us to bring diverse perspectives to our thinking and conversation. It's important to us that we strive to have a workforce that is diverse in the widest sense.

Thank you for your interest in SS&C! If applicable, to further explore this opportunity, please apply directly with us through our Careers page on our corporate website @ www.ssctech.com/careers.

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.