Director of Client Engagement and Customer Insight Job Listing at SS&C Technologies in Basildon, England (Job ID R37951)

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

The role's main focus is to understand, improve and enhance customer journeys with the overall aim and aspiration to reduce unnecessary customer contact or where there is direct contact, ensure the experience is world leading for the customer. Acting as a key enabler for this by chairing both external Client forums and internal customer outcome committee meetings whilst regularly attending other Quality/Client Forums where the focus is to improve experience and product functionality. Play a key business role in ensuring that all aspects of consumer duty are adhered to from a governance/service perspective which includes updating client facing assurance documents and attending client audits specifically on our approach to Consumer Duty and Vulnerable Customers. Ensure that where service initiatives that support GCC require Client sign off/engagement that this is delivered through working with the relevant Client Oversight, Relationship Management Teams, Data Privacy, Global Security and Legal teams Why You Will Love It Here!:

• Flexibility: Hybrid Work Model
• Your Future: Professional Development Reimbursement with access to SS&C University
• Work/Life Balance: Competitive holiday scheme
• Your Wellbeing: Competitive benefits designed to support your wellbeing
• Diversity & Inclusion: We celebrate diversity and inclusion in everything we do
• Training: Ongoing, hands-on training customized to your career growth

What you will get to do:

• Understand the demand for contact and ensure there is an active plan/roadmap to address
• Consultative view of holistic GIDS Client Services processes and design, understanding the integration of various teams to ensure fluid working relationships.
• Chair and associated planning/organisation for the external facing Customer Experience Forum which is held monthly
• Chair of working groups to support the external forum
• Chair of Customer Outcome Committee which brings together customer champions supporting the Funds business to ensure appropriate governance and adherence to Consumer Duty regulations
• Business lead for Consumer Duty/Vulnerable Customers including owning the gap analysis plans and actions for FCA publications on good and poor practises and Client facing assurance packs whilst providing support when required at Client audits. (Funds)
• Product Owner for specific services from GCC that are live today plus look to extend service offering where there is a need/requirement (current owner of Customer Insights Dashboard and Life Ledger)
• Understand the latest trends in customer journey preference and engagement both within financial services and beyond.
• Based on the key dependencies, engage and articulate to the external stakeholders the changes proposed, seek their support and acceptance and on occasions their commercial and internal support
• Develop and maintain reporting mechanisms to ensure that all planned improvements are consequently annotated in their success through accurate and timely reports.
• Creative problem solving including the planning and implementation of change. 
• SS&C Employees are required to comply with the regulatory regime in which SS&C operates as appropriate to the above role.
• Employees are expected to exercise due care and diligence, ensuring the areas the incumbent is responsible for are organised and controlled.
• Employees are required to observe proper standards of market, business and personal conduct, demonstrating integrity in the execution of duties.
• The incumbent is required to respect the SS&C approach to client care and must demonstrate due regard to the interests of our clients and in any and all third party dealings.

What You Will Bring:

• Advanced knowledge of the end to end planning methodologies and client services complex business modelling in dynamic environments
• Exceptional numerical skills and strategic thinking with a proven ability to work with the current operational demands whilst adapting to prepare for new business and projects
• Pivotal figure in the long term transformation to a multi-channel client services using the latest technologies and industry standard processes.
• Astute commercial awareness used to guide the SMT towards the optimisation of customer interactions using key metrics to highlight opportunities, risks and cost reduction.
• Produce detailed statistical analysis to highlight the potential and consequently success of planned changes.
• Show a passion and desire to take ownership for leading these CJ projects
• Quality driven with a pride in delivering excellence
• Effective relationships with internal and external clients and their Customers. Being responsive to client needs in a timely and professional manner.
• Honest and able to admit mistakes and take responsibility for your actions.  You do not make excuses or blame others and will say what you think, in a constructive manner. You use judgment and have a consideration for others.
• Working in co-operation with other people in a way that maximises personal effectiveness, encourages teamwork and achieves the required outcomes.
• Has a clear understanding of the source of GIDS revenue and costs and takes a commercial approach to all activity, looking for further revenue and challenging costs.
• Ability to effectively plan the way services are delivered so that all activity is directly related to providing quality services and meeting the expectations of our clients

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.

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

 

 

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.

 

 

 

 

 

 

 

 

 

 

Applications will be accepted on an ongoing basis until the position is filled.

 

 

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.

 Apply on company website