Job Description
Client Experience – Manager Client Support
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Join to apply for the Client Experience – Manager Client Support role at SS&C; Technologies.
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Get To Know Us
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SS&C; Technologies is the world's largest independent hedge fund and private equity administrator, as well as the largest mutual fund transfer agency. SS&C;'s unique business model combines end-to-end expertise across financial services operations with proprietary software and solutions to service even the most demanding customers in the financial services and healthcare industries.
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Why You Will Love It Here!
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Flexibility: Hybrid Work Model
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Your Future: Income Protection Insurance
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Work/Life Balance: Flexible Time Off
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Your Wellbeing: Private Health Insurance discount, Primary & Secondary Paid Parental leave, Death & TPD Insurance
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Diversity & Inclusion: Committed to Welcoming, Celebrating and Thriving on Diversity
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Extra Perks: Discounts on fitness clubs, travel and more!
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What You Will Get To Do
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The Manager, Client Support plays a key role in ensuring exceptional client service delivery by managing day-to-day operational support functions for client and investor-related queries. This role focuses on issue resolution, service optimisation, and operational risk management while maintaining strong client relationships and ensuring compliance with regulatory requirements.
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Full time position.
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Key Accountabilities
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Client Relationship Support & Client Advocacy
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Collaborate with clients and internal teams to communicate resolutions and service improvements.
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Build an understanding of clients' business processes to identify opportunities for support and partnership.
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Conduct regular client meetings and feedback sessions to assess service quality and identify areas for improvement.
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Act as an escalation point for service issues and operational challenges.
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Manage routine escalations, ensuring timely and effective resolution.
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Operational Support & Service Excellence
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Oversee the team to deliver timely and accurate responses for clients, engaging and collaborating with operational teams to ensure efficient service delivery.
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Ensure quality control and integrity across all service support channels and implement best practices for client communication and proactive issue resolution.
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Provide support as needed for day-to-day transfer agency operations escalations related to transaction processing and investor servicing.
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Monitor BAU client activities to ensure alignment with Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) across the team and allocated clients.
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Operational Oversight & Process Optimisation
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Identify opportunities for process optimisation and efficiency improvements within client support teams.
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Implement feedback loops from client meetings and reviews to enhance service delivery models.
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Compliance and Risk Management
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Ensure all operational support and escalation processes comply with relevant regulations.
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Collaborate with Risk & Compliance to monitor risk controls related to operational service delivery.
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Maintain proper documentation for escalations and issue resolution, including regular maintenance of Business rules, Client Resource materials and checklists.
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Leadership
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Lead and mentor the Client Support team to ensure a client‐first culture, emphasizing service excellence and continuous improvement.
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Work with senior leadership to develop training programs to enhance technical knowledge and problem‐solving skills within the team.
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Conduct regular 1‐on‐1s with all team members, including quarterly performance check‐ins and support ongoing development plans.
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Reporting and Performance Management
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Track service performance metrics such as resolution timelines, client satisfaction and operational accuracy, through various reporting systems.
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Develop and present regular reports for internal stakeholders, showcasing service quality and performance trends of the team and clients as required.
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What You Will Bring
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Skills and Competencies
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Client‐Centric Leadership: Capability to inspire, motivate and lead teams, driving service excellence and client satisfaction and retention.
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Operational Expertise: Understanding of transfer agency operations or fund administration.
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Process Improvement: Experience in service delivery optimisation and continuous improvement initiatives.
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Risk and Compliance Knowledge: Awareness of operational risks and regulatory compliance impacting transfer agency operations.
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Collaboration and Influence: Strong stakeholder management and cross‐functional collaboration skills.
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Customer Focus: Understands internal and external customer needs and expectations.
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Education and Qualification
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Bachelor degree in economics, business or management.
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5+ years Financial Services/Wealth Services experience (3+ years Registry, Custodial Services, or Fund Administration).
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Proven track record in service delivery or operational support.
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3+ years' experience managing and leading service teams in a B2B environment and driving service excellence.
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Key Behaviors
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Instils Trust: Builds a safe learning environment where the team feels heard and understood.
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Collaborate: Works cooperatively with internal and external teams, considering all views and interests.
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Ensure Accountability: Takes ownership of assigned responsibilities and outcomes.
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Customer Focus: Understands customer and partner needs from both functional and operational perspectives.
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Communicate Effectively: Communicates clearly and efficiently across all levels of the organisation, both verbally and in writing.
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This position is ideal for candidates looking to grow their career in client management and leadership skills while contributing to the delivery of exceptional client service in a dynamic and fast‐paced environment.
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We encourage applications from people of all backgrounds to enable us to bring diverse perspectives to our thinking and conversation. It's important to us that we strive to have a workforce that is diverse in the widest sense.
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Thank you for your interest in SS&C;! Please apply directly through our Careers page:
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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.
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📌 Client Experience - Manager Client Support (New South Wales)
🏢 SS&C Technologies
📍 New South Wales