Senior Technical Associate

SS&C Technologies Holdings; Basildon; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A financial services company is looking for a Senior Technical Associate to ensure that client expectations are met according to service agreements. The role involves administration of the Investor Portal, managing client queries, and collaborating with teams. Candidates should have a strong client service background, analytical skills, and the ability to enhance processes in a hybrid work environment. Benefits include flexible work arrangements and professional development opportunities.

Benefits

Flexible personal/vacation time off

Medical, dental, and vision benefits

Professional development reimbursement

Discounts on fitness clubs and travel

Qualifications

• Experience in client service and institutional operations.
• Strong understanding of service level agreements and key performance indicators.
• Ability to analyze issues and improve processes.

Responsibilities

• Ensure SS&C meets client expectations according to SLAs and KPIs.
• Administer the Institutional Investor Portal and manage client queries.
• Drive the operational culture focused on client satisfaction.

Skills

Client service orientation

Analytical problem-solving

Collaboration and teamwork

Proactive attitude

Adaptability

Job description

Job Description

Job Title: Senior Technical Associate

Locations: Essex / Hybrid / London

Get To Know the Team

• 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!

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:

• Ensure SS&C meets their Clients’ expectations, in line with Service Level Agreements (SLA) and Key Performance Indicators (KPI) by servicing Institutional clients
• Administration of the Institutional Investor Portal and client queries, including proactive detection of issues and investigations
• Work with the Manager to drive forward the operational culture of ‘VALUED’ and support the voice of the customer initiative called ‘Putting the Client at the Heart’
• 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
• Must actively seek & respond to feedback. Use service failures both internally & externally as an educator to improve our process, procedures & overall service
• Take ownership of a subset of Client’s accounts and attend internal/external meetings as the SME to support IC Manager with the management of the relationship
• Actively contribute to team and departmental meetings
• Able to act as a referral point for others in the team and support new joiners to the department
• Be a role model by adhering to all SS&C policies and procedures
• Work collaboratively with our IC team in India, sharing best practices and process improvement initiatives
• Encourage proactive use of the institutional portal internally and promote self‑service to our clients
• Fully immersed in and a champion of the Client’s culture
• Perform quality checks on all work processed and themselves be quality monitored independently by the IC Management team, all results will be shared with the Client monthly
• Subject Matter Expert on Institutional Investor Portal
• Primary associate to oversee and on‑board institutions to the portal
• Competent in all aspects of the following within 6 months and will liaise with other departments for escalations: CASS (but not a CASS SME), Settlement, Dealing, Client set up
• Available to work at the Client’s office twice a month (London: Travel expenses covered in line with SS&C policy and subject to technology constraints)
• Focus on building an understanding of the Client’s most important 50 clients in the first 6 months
• Review IC Change, Business SME’s, Change Team & CSM’s upon receipt
• User support – 1st line technical and business support
• Identify opportunities for process efficiencies and influence the business to action
• To exercise due care and diligence