Senior Manager, Client Experience Account Management
1 week ago
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 Get To Know Us:SS&C Global Investor Distribution Solutions (GIDS) and Retirement Solutions (RS) provide information processing and computer software services and products.
The Company's operating segments include financial markets, customer management, professional services, and output solutions.
SS&C GIDS serves the alternative investments, asset and wealth management, banking and lending, insurance, and real estate industries.SS&C is a leading provider of outsourced registry services in Australia, specialising in technology-driven solutions with high levels of automation across institutional and retail markets.
With 600+ employees primarily based in Melbourne and Sydney, the Australian division focuses on Unit Registry-known globally as Transfer Agency-technology and services.
As the largest Transfer Agency provider in Australia, SS&C delivers comprehensive end-to-end solutions for Fund Managers and Custodians.
Why You Will Love It Here Flexibility: Hybrid Work ModelYour Future: Income Protection Insurance & Salary ContinuanceWork/Life Balance: Generous Bereavement & Compassionate leaveYour Wellbeing: Private Health Insurance discount, Primary & Secondary Paid Parental leave, Death & TPD InsuranceDiversity & Inclusion: Committed to Welcoming, Celebrating and Thriving on DiversityTraining: Hands-On, Team-Customized, including SS&C UniversityExtra Perks: Discounts on fitness clubs, travel and more What You Will Get To Do: The Senior Manager, Client Experience - Account Management, is crucial in driving client satisfaction, service excellence, and superior client experiences within a highly regulated financial services environment.
This role serves as the primary advocate for client experience within Transfer Agency (TA) Operations, ensuring exceptional service delivery.
The Senior Manager develops and implements strategies to optimise the client journey, enhance retention, and improve satisfaction across all client touchpoints.
Collaborating closely with operational teams, relationship managers, and other internal stakeholders, the role ensures consistent, high-quality client servicing.
Additionally, the Senior Manager fosters a culture of continuous improvement, leveraging feedback and data insights to drive ongoing service enhancements.Build and maintain strong, trust-based client relationships to drive retention and growth.Understand clients' business processes and strategic goals, tailoring support and partnership.Drive initiatives to improve overall client satisfaction and experience within Transfer Agency.Lead regular client review meetings and feedback sessions to assess service quality and improve performance.Ensure client activities align with SLAs and KPIs, driving initiatives for enhanced satisfaction.Collaborate with operations teams to ensure consistent processes and industry best practices.Oversee smooth onboarding and minimise disruptions during client-driven changes.Continually enhance the service offering through knowledge of competitors, industry, and the regulatory environment.Support system enhancements and digital transformation projects for improved client interactions.Ensure compliance with regulations and collaborate with risk and compliance teams to maintain operational integrity.Foster a risk-aware culture and manage service risks proactively.Lead, mentor, and develop high-performing client services teams, focusing on service excellence.Partner with cross-functional teams to ensure seamless service delivery.Act as key escalation point during crises, implementing proactive issue resolution strategies.Implement proactive issue resolution strategies to mitigate client dissatisfaction and service interruptions.
What You Will Bring: Proven track record in managing senior-level client relationships, building trust and delivering results that drive long-term partnerships and client retention.In-depth expertise in transfer agency operations, fund administration, and financial services, with a deep understanding of the complexities involved in regulatory compliance and industry best practices.Extensive experience in service delivery optimisation, streamlining processes, and implementing continuous improvement initiatives to enhance operational efficiency and client satisfaction.Strong familiarity with regulatory frameworks impacting transfer agency operations, ensuring compliance with key industry regulations and maintaining robust risk management practices.Exceptional ability to align client experience strategies with broader business objectives, ensuring that service delivery is consistent, scalable, and in line with organisational goals.Excellent collaboration and stakeholder management skills, adept at influencing internal teams, senior leadership, and clients to achieve shared outcomes and drive business growth.Over 5 years of experience leading client service teams, developing talent, managing service level agreements (SLAs), and driving improvements in client satisfaction metrics.A customer-focused mindset, with a solid understanding of both internal and external client needs, and a proactive approach to managing expectations and enhancing service delivery.7+ years of experience in Financial Services, including over 5 years in Registry, Custodial Services, or Fund Administration, with a proven ability to manage and develop high-performing teams.
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 /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.
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Melbourne, Victoria, Australia SS & C Advent Full timeSenior Manager, Client Experience Account ManagementApply locations Melbourne, Australia Sydney - 255 George St time type Full time posted on Posted 2 Days Ago job requisition id R32061As 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....
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