Customer Service Manager - Pensions

SS&C Technologies; Birmingham; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading financial services company is seeking a Customer Services Manager - Pensions based in Birmingham. The role involves leading a team to improve customer experiences, ensuring compliance with standards, and driving engagement among staff. Ideal candidates will have strong leadership skills, financial services experience, and relevant qualifications. The position offers a hybrid work model and numerous employee benefits.

Benefits

Flexible Work Model

Professional Development Reimbursement

Paid Holidays

Medical, Dental, Vision Insurance

Discounts on fitness clubs and travel

Qualifications

• Ability to motivate, inspire and engage colleagues.
• Demonstrable experience in leading teams.
• Support the embedding of effective processes.

Responsibilities

• Lead and coach the team to improve customer outcomes.
• Drive team engagement and deliver quality standards.
• Manage conduct and capability addressing underperformance.

Skills

Strong people and leadership skills

Knowledge of current legislation

Experience in managing teams

Positive attitude towards change

Financial Services experience

Education

CF1 / FPC1, FA1 or equivalent

CII Certificate in Financial Administration

Tools

Experience in call centers

Job description

Overview

As a leading financial services and healthcare technology company based on revenue, SS&C is headquartered in Windsor, Connecticut, and has 27,000+ employees in 35 countries. Some 20,000 financial services and healthcare organizations, from the world's largest companies to small and mid-market firms, rely on SS&C for expertise, scale, and technology.

Job Title

Job Title: Customer Services Manager - Pensions

Locations

Locations: Birmingham | Hybrid

Get To Know the Team

The role of Customer Services Manager will lead a team across multiple skills, including key relationships with Finance, HR and Distribution teams, to provide/support exceptional customer delivery in a service-orientated environment.

Why You Will Love It Here!

• Flexibility: Hybrid Work Model & a Business Casual Dress Code, including jeans
• Your Future: Professional Development Reimbursement
• Work/Life Balance: Flexible Personal/Vacation Time Off, Sick Leave, Paid Holidays
• Your Wellbeing: Medical, Dental, Vision, Employee Assistance Program, Parental Leave
• Diversity & Inclusion: Committed to Welcoming, Celebrating and Thriving on Diversity
• Training: Hands-On, Team-Customized, including SS&C University
• Extra Perks: Discounts on fitness clubs, travel and more!

What You Will Get To Do

Customer

• Play a lead role in ensuring any opportunities which have been identified to improve customer experience, land efficiently and effectively, and are embedded to help achieve desired benefits in their team
• Lead the delivery within the Vulnerable Customer framework & ensuring colleagues fully comply with the requirements in their team
• Driving execution of the Quality Framework to ensure appropriate standards are being met in their team
• Proactively drive and implement learning from complaints RCA in in their team

Colleague/People

• Lead and coach the team to improve quality and quantity of customer outcomes.
• Drive with energy to motivate teams to deliver agreed KPI’s, service levels, quality standards and deadlines.
• Be relentless in driving engagement, empowerment, reward & recognition amongst colleagues.
• Take a proactive approach to 1-2-1s, ensuring that all colleagues are appropriately supported with their development.
• Robustly manage conduct and capability addressing underperformance, including behaviours, creating performance plans, colleague disciplinaries, recording and having conversation around colleague absenteeism Inc. return to work interviews.
• Carry out team and/or regulatory meetings as well as morning buzz huddles.
• Support colleagues through difficult and challenging discussions, both personal and work related.

About the role’s required skills and behaviour requirements

• Strong people and leadership skills, with a desire to motivate, inspire and engage colleagues to deliver exceptional customer service.
• Knowledge and understanding of current legislation, compliance, and products.
• Demonstrable experience in managing/leading teams, including conducting conduct and capability reviews.
• A positive attitude towards change, with a desire to challenging our approach to existing work practices.
• Support the embedding of cost effective and efficient processes.
• Ability to work on own initiative and with minimum supervision.
• Financial Services experience.

Qualifications

• CF1 / FPC1, FA1 or equivalent.
• Knowledge of ACD and proven call centre experience.
• CII Certificate in Financial Administration.

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 diverse workforce 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 head-hunters, recruitment agencies, or fee-based recruitment services.

Background Checks

All offers of employment at SS&C are subject to background verification checks, including 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.

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.