Manager, Contact Centre

6 days ago

Newcastle, Australia SS&C Technologies Full time

Manager, Contact Centre

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.

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.

SS&C is the largest global investor service provider, servicing more than 55 million investors. Continually investing in global technology and services across the spectrum of distribution channels including Asset Managers, Financial Advisors, Wealth Managers and large financial institutions such as Banks and Insurers. Investor servicing is offered in many different countries, including the U.S., Canada, U.K., Ireland, Luxembourg, Australia, Hong Kong and Singapore. SS&C also services mutual fund structures in many other fund domiciles.

Global Investor and Distribution Solutions (GIDS) is the business unit offering this role. GIDS delivers global omni-channel investor servicing, including a contact centre, using digital services.

**Get To Know The Team**:
If you're passionate about leadership, customer service excellence, and making a difference, join us and take your career to the next level

**What You Will Get To Do**:
As a results-driven leader with a passion for customer excellence and operational efficiency, you will be responsible for.
- Implement and oversee plans to meet performance metrics, service level agreements, and strategic objectives.
- Foster a high-performing, member-focused culture through coaching, training, and regular performance reviews.
- Optimise staffing, scheduling, and resource allocation to meet service demands and ensure smooth operations.
- Conduct audits, provide feedback, and implement targeted training to enhance team performance and service quality.
- Identify inefficiencies, leverage data, and drive enhancements to processes, systems, and performance metrics.
- Develop strategies to improve customer satisfaction and handle escalations with professionalism.
- Analyse data, prepare performance reports, and present insights to senior management.
- Communicate updates and work closely with stakeholders to ensure alignment with business goals.
- Partner with HR to recruit, onboard, and train team members effectively.

**What You Will Bring**:
This role is best suited to a proactive and strategic leader with a passion for delivering exceptional customer experiences and optimising operational efficiency.
- Bachelor's degree in business management, communications, or a related field (or equivalent experience).
- Proven experience in a leadership role within a contact centre environment.
- Demonstrated ability to meet and exceed service level agreements and operational targets.
- Strong leadership and people management skills, with a track record of developing high-performing teams.
- Proficiency in contact centre technologies, including call management systems and workforce planning tools.
- Excellent problem-solving, decision-making, and conflict resolution skills.
- Data analysis and reporting capabilities, with the ability to use insights to inform strategy.
- Outstanding communication skills to engage with teams and stakeholders effectively.

**Recruitment Process**
- MS Teams Screening - TA Partner
- 1 Hour Behavioural Interview - Hiring Manager/s
- Offer/Onboarding

**Why You Will Love It Here**

At SS&C, we offer an exceptional array of benefits and incentives designed to ensure our employees feel valued and supported.
- SS&C Advantage a comprehensive reward and wellness platform
- Bonus Scheme
- Income protection insurance and salary continuance
- Death and TPD insurance (Available through SS&C Superannuation Fund)
- Private Health Insurance discount
- Generous Bereavement & Compassionate Leave
- Primary & Secondary carers paid parental Leave
- Focused on Mental Health
- Employee Assistance Program (EAP)
- Hybrid Working Model

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.

**Background Checks**

S-DNI

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 Te

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