PAL&PQ2001 Senior Operations Manager Job Listing at SS&C Technologies in Dublin (Job ID R23884)

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 role holder will lead a team of up to 10 individuals in our Operations Support team. This a team of Subject Matter Experts responsible for supporting the safe, efficient and timely delivery of service to all BPO and licenced client. The team acts as the intermediary between core operations and other areas supporting client delivery, including Business Change, Application Support and Technical Support. The team is also responsible for ensuring that appropriate governance, controls and procedures are in place to ensure safe delivery of service to SS&Cs clients.

Business Support

• Act as Subject Matter Expert for all BAU product and technical queries across BPO and licenced clients
• Oversee the Management of tickets in Business Support queue, including initial triage and agreeing operational priority
• Oversee triage on new tickets, providing resolution if appropriate or identifying correct internal routing for ticket
• Prepare of Management Information and reports as required
• Resposnible for operational review of all open tickets requiring code change to build backlog of tickets requiring development
• Own Cost Benefit Analysis assessment on open release tickets with recommendation as to whether to process, Incorporate risk assessment in to review
• Oversight of Incident Management ensuring appropriate incident assessment, generation of a plan to remediate the incident and timely delivery on that plan

Change Support

• Support requirements gathering for change including Business Requirement Documentation, Process Maps and user stories.
• Ensure appropriate Operations representation is present in requirements gathering sessions, ensuring any proposed change is delivered in a secure manner minimising impact to Operations
• Oversight of UAT of code releases, feeding in to test plans, test cases and acceptance criteria
• Ensure UAT is executed in a timely and efficient manner
• Facilitate and support handoff of release from UAT to production. Ensure procedures are updated to reflect new processes and staff are fully trained on changes prior to the release going live
• Conduct smoketest of all releases to ensure production environment functions as required
• Liaise with the client retained team in relation to business and test queries, requirement and supporting artefact sign offs
• Liaise with external stakeholders including in relation to the implementation / test of project initiatives

General

• Monitor staff needs, turnover, recruitment and retention
• Respond to feedback given from the Employee Engagement Survey
• Identify Learning and Development needs for direct reports and team
• Generate and execute on a training matrix/plan. Identify training gaps and cross training needs within team
• Act as an escalation point on complex issues
• Coach, mentor and develop staff
• Performance Management
• Oversight of training schedules including yearly Data Protection and Anti-Money Laundering training
• Succession Planning
• Deliver accurate monthly flex reporting and forecast annual resourcing needs
• Work collaboratively with other departments in order to deliver a high quality, cost effective service across IT, Finance, Customer Service, Compliance, Risk and Audit within regulatory framework
• Contribute to the positive growth and revenue of the Wealth Management and Insurance division
• Provide timely and well-presented Management Information as required
• Identify risks / threats to service delivery and formulate plan to mitigate
• Develop viable business cases to remove manual workarounds from, or introduce efficiencies to, Operations

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.