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 relationshipsPrimarily 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 ClientsSupport the CSM team with liaison with the clients' oversight team to ensure that service meets requirementsSupport the CSM with management of the communication and participating in resolving any service issuesIncrease understanding of  client's business /productsKeep 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 contactsSupport the CSM in the production & maintenance of the Service Issues Log on a weekly basisDay-to-day liaison with contacts in operational areas to ensure service is delivered within SLA and quality is measured within KPIs

Reporting

KPIsSupport the CSM in the review and validation of KPI pack informationSupport the CSM in the Monitoring of service against KPIs and dispatching of monthly KPI reports within agreed service levelsSupport 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 formatParticipate, 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 requiredAttend necessary internal prep meetingsInvolvement 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 developmentJob 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.