Financial Customer Services Team Manager - SS&C : Job Details

• Competitive starting salary, followed by regular reviews and increases, as milestones are met.
• Fully paid training and qualifications
• Competitive holiday policy
• 6% employer pension scheme contribution
• Life Assurance (4 x salary)
• Single person healthcare
• Flex benefits scheme
• Discount scheme
• Sports and Social groups

Overview

Are you passionate about customer service? Our Contact Centre is the heart of our business, and we pride ourselves on excellent communication, attention to detail and our drive to be the best we can.

Known within the business as Client Services Voice, the Call Centre is responsible for servicing our leading investment clients, and their customers. We are passionate about what we do and therefore looking for people who can provide excellent customer service, have a high level of attention to detail; but most of all, a passion for our business and provide the best customer experience possible.

About the role

You will be a key manager in our Client Services department where you will be accountable for the performance management, development, and motivation of the team. This will include the active management of all incoming calls and e-mails through the Client Contact Team.

The mandate of the role is to:

• Motivate, coach and develop a team of Associates to meet and exceed business objectives.
• Engender a culture of pride, commitment and customer focus in every aspect of their role.
• Build and develop positive client and customer relations.
• Seek opportunities to improve the customer experience, identifying trends and managing performance to ensure a culture of continuous improvement.

Duties include:

• Coaching, feedback & development of Associates
• Team Leader observations (coaching, monitoring)
• Absence management
• Objective reviews
• Performance management of Team Leaders and Associates
• 1:1's- Team Leaders and Associates
• To ensure all regulatory training is completed within timescales for self, Team and Team Leaders
• Apprentices - attend assessor meetings and support Apprentices in the successful completion of NVQ and IOC
• Recruitment support
• Operational management & accountability
• Overcoming objections
• External call requests (to allocate to TL to retrieve and complete DAK with Team Leader)
• Assist in the planning and implementation of agreed initiatives
• Reviewing and understanding MI
• Referral management
• Chair and actively contribute to team and departmental meeting
• Ownership of Management Company training material
• Managing Company sign off for new starters and cross skilling
• Managing Company ownership / relationships
• Completing business process reviews and implementing value added solutions
• Being a role model by adhering to all of the company policies and procedures

About You

The client services manager will be adept in leading people and their development, as well as being an enthusiast for leading change through people as well as operational systems. The individual will be responsible for leading and managing a team within our Client Services department with the support of a Senior Client Contact Executive. The role will be a challenging role for an experienced Team Leader or manager, but will be highly rewarding with the opportunity to make a difference in a business which is going through considerable growth and change initiatives.

The ideal candidate

• Quality driven with a pride in delivering excellence
• Able to build effective relationships with internal and external clients and their customers
• Willing to successfully adapt to changing demands and conditions
• Able to communicate appropriately through different methods; suitable for varying audiences
• Expected to take responsibility for the completion of objectives and tasks; holding themselves and their team accountable
• Able to demonstrate integrity as well as using their initiative to seek out new opportunities to enhance the service
• Able to work in co-operation with others to achieve the desired outcomes
• Able to effectively plan and manage own time and co-ordinate others
• Experienced working in a call centre or similar environment as well as having industry or leadership knowledge
• Managing staff KPI's and performance management

We encourage applications from people of all backgrounds and particularly welcome applications from under-represented groups, to enable us to bring diversity of perspective to our thinking and conversation. It's important to us that we strive to have a workforce that is diverse in the widest sense.

All offers of employment at SS&C are subject to background verification checks, including 5 year employment history, proof of eligibility to work in the UK, proof of address, credit check and criminal record check. The accuracy of all information you submit as part of your application is vital and may be used as part of the background checking process should you be successful.

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.

About SS&C Technologies

SS&C is a global provider of investment, 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