Client Change Specialist

3 weeks ago

London Area, United Kingdom SS&C Technologies Full time

About SS&C Technologies

SS&C is a global provider of investment, 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

  • Change sponsor, oversight and support Governance processes
  • Own change control process for clients, monitor delivery of all associated changes
  • Manage small enhancements
  • Ensure commercial impact of change is understood, agreed and invoiced


Your Responsibilities


Relationship Management:

• Provide contact point for BAU Change requests (CR)


Account Management

• Develop existing client relationships with relevant Management Company(ies)

• Obtain detailed understanding of client's business /products /strategy /requirements and the impact on service offering

• Keep abreast of current client relationship status through the regular review of Management Reports e.g. MI reports, Customer feedback etc


Reporting

• Notify relevant CSM team member of amendments required to procedures / SLA / KPIs for new functionality / technology

• MI reports - Provide input to MI reports on CRs, status & costs


Communication

• Responsible for provision of relevant information to client contacts in a timely manner and in an appropriate format.

• Responsible for liaison with internal operational/IT counterparts to facilitate information flow and appropriate actions


Meeting Management

• Organise, run & participate in CR related meetings (including monthly client project meetings) & conference calls. Chair meetings (where appropriate relative to meeting attendees)


Budgetary Control:

• Monitor 'actual time spent' per CR to ensure accurate & timely invoicing

• Raise CR invoices in a timely manner


Change Control:

Front door/Inception/HLE process

• Validate client change requests where appropriate

• Raise change requests on service now and in Gocheck

• Attend inception meetings in relation to CRs.

• Create or review HLEs/quotes of project requests for onward notification to Client

• Respond to client queries

• Monitor HLE/FE response time with SLA & escalate when relevant

• Review HLEs/FEs & challenge where necessary

• Escalation point for HLE/FE enquiries

• Formal submission of HLE/FE to client

• Seek Client approval of HLE/FE and take forward or close worktrack

• Oversee delivery of CR into live (where a project manager has not been assigned)


Release Scheduling and Information

• Handover 'live' functionality / technology to CSM team members / operational managers


Technical Consultancy

• Ensure client requirements are understood

• Have an up to date knowledge of SS&C functionality and processes


New Business


SS&C Products and Services

• Knowledge of SS&C products, services and technologies

• Notify CSM of additional tariffs relating to new functionality / technologies being implemented


Team Management


Staff Management

• Cascade information across CCM team as appropriate


Sharing Best practice

• Participate in divisional Best Practice discussions


Individual Development

• Responsible for input into own Learning and Development plan & ensure CPD


Your Experience

  • Detailed knowledge of PEP, ISA, Unit Trust, OEIC or Investment Trust Administration.
  • Knowledge of Financial Services regulatory environment.
  • A good understanding of the client service model, business strategy, structure and product offering.


We encourage applications from people of all backgrounds and particularly welcome applications from under-represented groups, to enable us to bring a diversity of 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.

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.


Background Checks

All offers of employment at SS&C are subject to background verification checks, including a 5-year employment history, proof of eligibility to work in the hiring location, proof of address, credit check and criminal record check (where permitted by local law). The accuracy of all information you submit as part of your application is vital and may be used as part of the background-checking process should you be successful.

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