Senior Technical Associate

Job Description

Job Title:
Senior Technical Associate

Locations
:
Essex / Hybrid / London

• Flexibility
  :
  Hybrid Work Model & a Business Casual Dress Code, including jeans
• Your Future: Professional Development Reimbursement
• Work/Life Balance: Flexible Personal/Vacation Time Off, Sick Leave, Paid Holidays
• Your Wellbeing: Medical, Dental, Vision, Employee Assistance Program, Parental Leave
• Diversity & Inclusion: Committed to Welcoming, Celebrating and Thriving on Diversity
• Training
  :
  Hands‑On, Team‑Customized, including SS&C University
• Extra Perks
  :
  Discounts on fitness clubs, travel and more!

• Flexibility
  :
  Hybrid Work Model & a Business Casual Dress Code, including jeans
• Your Future: Professional Development Reimbursement
• Work/Life Balance: Flexible Personal/Vacation Time Off, Sick Leave, Paid Holidays
• Your Wellbeing: Medical, Dental, Vision, Employee Assistance Program, Parental Leave
• Diversity & Inclusion: Committed to Welcoming, Celebrating and Thriving on Diversity
• Training
  :
  Hands‑On, Team‑Customized, including SS&C University
• Extra Perks
  :
  Discounts on fitness clubs, travel and more!

• Ensure SS&C meets their Clients’ expectations, in line with Service Level Agreements (SLA) and Key Performance Indicators (KPI) by servicing Institutional clients
• Administration of the Institutional Investor Portal and client queries, including proactive detection of issues and investigations
• Work with the Manager to drive forward the operational culture of ‘VALUED’ and support the voice of the customer initiative called ‘Putting the Client at the Heart’
• Demonstrate a high level of understanding of all monitored systems and how they link into other departments inclusive of issue resolution where impacts to other departments occur
• Must actively seek & respond to feedback. Use service failures both internally & externally as an educator to improve our process, procedures & overall service
• Take ownership of a subset of Client’s accounts and attend internal/external meetings as the SME to support IC Manager with the management of the relationship
• Actively contribute to team and departmental meetings
• Able to act as a referral point for others in the team and support new joiners to the department
• Be a role model by adhering to all SS&C policies and procedures
• Work collaboratively with our IC team in India, sharing best practices and process improvement initiatives
• Encourage proactive use of the institutional portal internally and promote self‑service to our clients
• Fully immersed in and a champion of the Client’s culture
• Perform quality checks on all work processed and themselves be quality monitored independently by the IC Management team, all results will be shared with the Client monthly
• Subject Matter Expert on Institutional Investor Portal
• Primary associate to oversee and on‑board institutions to the portal
• Competent in all aspects of the following within 6 months and will liaise with other departments for escalations: CASS (but not a CASS SME), Settlement, Dealing, Client set up
• Available to work at the Client’s office twice a month (London: Travel expenses covered in line with SS&C policy and subject to technology constraints)
• Focus on building an understanding of the Client’s most important 50 clients in the first 6 months
• Review IC Change, Business SME’s, Change Team & CSM’s upon receipt
• User support – 1st line technical and business support
• Identify opportunities for process efficiencies and influence the business to action
• To exercise due care and diligence