Senior Relationship Manager Job Listing at SS&C Technologies in Stirling, Scotland (Job ID R18570)

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

About the Role

Senior Relationship Managers utilise their strong relationship management skills to provide support for a key group of Partner's business; via face to face meetings, telephone/ Zoom calls and email. Based in the Stirling & Essex offices, a key requirement of the role is to build and maintain excellent working relationships with Senior members of Partner Practices and members of SJPs Field Management Team (FMT) across a variety of locations; as determined on a needs basis.

The main purpose of the role is to work with SJPs FMT and key Senior Stakeholders within SJP Practices to ensure smooth running of the admin side of their business, preventing the need for escalation by engaging in regular dialogue with the right member of the Practice and knowing what business has been written/ at the admin stage. SRMs will hold regular governance calls with key Practice stakeholders and work with internal colleagues to ensure work completes as expected and within service timescales.

Any errors will be documented, raised on relevant databases and fed into the correct operational teams. SRMs will work closely with the Head of Quality to feed in systemic issues and create feedback loops back into the SJP Practices who raised them.

SRMs will plan ahead for governance meetings, utilising MI gathered on root cause, volumes and trends. The SRM will own and track through to completion, complex issues/non-standard enquiries flagged by Partners and FMT. The SRM will work closely with the SSM and CRM teams, take personal responsibility to see issues through to resolution, ensuring the appropriate outcome is reached for SJP, the client and Partner whilst maintaining ongoing and proactive communication with the Practice and internal stakeholders; using the trend analysis gained to educate the Partner to get it right first time.

Your Responsibilities

• Manage effective relationships with key senior contacts within SJP and attend agreed Forums/FMT/Partner/Practice meetings
• To commit to personally putting the Partner first, demonstrating a 'can do' attitude and providing an excellent customer experience at all times
• Be available for face to face Partner meetings and provide "bespoke" issue/case resolution to help eradicate hand-offs and reduce rework utilising agreed limits of authority
• Pre-empt issues and be proactive in ensuring great service
• Display exceptional handling and ownership of complex/technical or complaint work, co-ordinating assistance from key contacts in processing areas. Monitor progress and undertake preventative measures as appropriate
• Utilise the skills of the Senior Support Managers and Support Staff to resolve client issues in a swift manner for escalations and cases that fallout or cannot wait for BAU processing
• Initiate and attend office visits and location meetings, strengthening existing relationships with key stakeholders and also establishing new networks/relationships
• Work with the operational contacts to ensure that enquiries are given the appropriate focus and priority
• Analyse the root cause of escalations and complaints and provide suggestions for process and customer experience improvements
• Proactively work with SJP and FMT to assist with delivering a joined up approach to driving excellence in service delivery and achieving Partner business aims and targets
• In tandem with SSMs, be an additional contact point for month end/Tax Year & Year End referrals, assisting in completion of business before agreed cut off dates
• Acts as an ambassador for the admin centres promoting a one team ethos
• Meets regularly with peers and line manager to share feedback and align best practice
• Identifies potential flaws in existing processes and feeds in through the correct operational channels and with a view to identifying possible service improvements
• Uses tools available to track through cases in pipeline to ensure they meet service standard
• Proactively educating Practices on benefits of the self-service functionality available to them

Your Experience

• Excellent relationship management experience in the financial services industry
• Excellent problem solving, analytical and decision making skills
• Excellent communication and interpersonal skills, at all levels
• Strong organisational and time management skills
• Commitment and self-motivation to work within deadlines with minimum supervision
• Ability to deliver robust face to face communications and present complex verbal information to SJP staff at all levels
• Willingness to successfully adapt to changing demands and conditions. Adapting your behaviour to meet the needs of others as well as yourself
• Quality driven with a pride in delivering excellence
• Effective relationships with internal and external clients and their customers. Being responsive to client needs in a timely and professional manner.
• Act as a role model for colleagues in support of management decisions
• Displays flexibility in the role location and time required to go the extra mile to ensure role holder meets the needs of the business, Partner and client including non-core
• Strong ability to challenge decisions at all levels across SJP and SS&C peers and colleagues
• Flexibility to travel on occasion

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.