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Client Services Voice

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Navi Mumbai, India SS&C Technologies Full time
Role OverviewTo motivate, coach and develop a team of associates who are handle incoming Enquiry and Dealing calls from Client. Responsible for ensuring the team provide a quality service for all clients and respond in line with the Management Company service level agreements and key performance indicators. Seek opportunities to improve the customer experience, identifying trends and managing performance to ensure a culture of continuous improvement.Responsibilities and Duties:• Leadership and management of CSV Voice Team, whose key responsibilities include client query resolution via telephone and processing telephone dealing instructions.• Working with UK counterparts including meeting attendance.• Ensure SS&C meets their clients’ expectations, in line with the CSV Service Level Agreements (SLA) and Key Performance Indicators (KPI). Encouraging the team to keep the client at the heart of all they do.• Plan resource effectively through Verint to achieve telephone SLA’s, including communicating the scheduling plans with the teams• Responsible for processes and procedures and that they are appropriately controlled, monitored, and updated in the requested timeframes• Escalation point for internal and external queries• Investigate any complaints and collaborate with other areas to ensure a detailed response is completed• Responsible for Teams’ control (OCP) completion• Working with the Senior Manager of CSV preparing for oversight and audit meetings• 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• Day to day management of the team including Coaching, Feedback, documented monthly 1:1 reviews & staff development through the skills matrix• Maintain a strong focus on quality and team efficiency, including implementing strategies to improve results where required.• To ensure all regulatory training is completed within timescales for self and team.• Ensure all activities are undertaken in accordance with procedures & controls, and that any changes to activities implications are considered.

Core RequirementsQualifications/personal skills:• Proficiency in the English (UK) language is essential, both spoken and written language skills are required.• Previous management experience in a call Centre.• Bachelor's degree in Finance, or a related field is preferred.• Strong knowledge of mutual funds and the financial services industry is preferred.• Proven client service management experience, preferably in a financial institution.• Exceptional communication and interpersonal skills.• Detail-oriented with strong organizational and problem-solving abilities.• Strong leadership and team management skills.• Knowledge of industry best practices and compliance requirements.Regulatory:• To exercise due care and diligence, ensuring the areas the role is responsible for are organized and controlled.• To uphold responsibilities for risk and business continuity practices as appropriate to the position the role holds within the organization.• To comply with the regulatory regimes in which SS&C operates including Consumer Duty, Data Protection, Financial Crime Prevention and CASS regulations• To attend required training and complete the required T&C exams.People Management:All Line Managers are accountable for the following:• To communicate openly and honestly with their team• To ask, listen and understand the team• To be fair and consistent across the team• To be accountable for own actions and the actions of the team• Absence and performance managementThis role offers a unique opportunity to combine your financial expertise, leadership and management skills, and UK language proficiency to deliver outstanding value to our clients. If you are a dedicated and knowledgeable professional who thrives in a dynamic environment, we encourage you to apply and join our team.