PA2024346 Regional TA Service Desk Director Job Listing at SS&C Technologies in Japan (Job ID R23665)

Description

SS&C is a global provider of investment and 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.

Job Description

The Regional Service Desk Director will be based out of our Hong Kong office and will be responsible for the day to day activities of the service desk teams across Hong Kong, Singapore and Japan including transfer agency, investor AML and client servicing for our offshore Transfer Agency clients with Asian based distribution requirements. The role will also have a strong focus on the development and maintenance of client relationships, distributor and investor relationship management as well as execution of day to day processing and strategic initiatives in order to grow the business and meet organizational goals across the Asia Pacific (APAC) region for our offshore clients.

The role will be responsible for leading the service desk teams in Hong Kong, Singapore and Japan with the team reporting into this individual.

• Management of the service desk team including hiring, training and overall resource monitoring

• Perform regular review processes and appraisals of the team.

• Instils a client focus in the core operation, consistently meeting agreed client service levels and proactively managing and exceeding client expectations.

• Monitor service level standards and provide senior management with reporting as well as maintain an environment where processes and controls are monitored.

• To be a point of escalation for clients, following up in case of issues with service delivery. Ensuring timely reporting and escalation of any incidents.

• Work with Client and SS&C teams to ensure customer satisfaction and ensure internal stakeholders and Directors are aware of any potential areas of concern.

• Ensure a robust and appropriate governance oversight model is in place.

• Conduct regular reviews of SLAs, KPIs, procedures and checklists.

• Overseeing regular sampling reviews by Quality Assurance teams, ensuring any findings are addressed and controls/procedures are updated accordingly.

• Ensure coordination with regional and global teams specifically regarding alignment of SS&C's standard operating models.

• Work closely with groups internally to deliver client specific projects as well as wider projects in the region ensuring adherence to internal policy and standards.

• To contribute to client strategy meetings, suggesting opportunities to enhance client focused service delivery.

• Ensure operational activities delegated to the service team by the primary TA in Ireland and Luxembourg are completed accurately and on time.

• Assist with annual due diligence requirements of IFDS, SS&C and Asset Manager clients.

• A good understanding of the client service model, business strategy, structure and product offering.

• Strong level of communication with all levels of staff including local and global management.

• Strong strategic leadership and thought process.

• Strong risk, control and problem-solving skills.

• Strong leadership and people development skills, able to develop diverse teams.

• 15+ years of experience in a related role. Extensive experience in leadership role.

• In-depth Transfer Agency operations and technology knowledge including the Financial Services regulatory environment.

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 offers excellent benefits including health, dental, 401k plan, tuition and professional development reimbursement plan. 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.