Voice Client Services Team Lead – Hybrid & Coaching

Ss&C Technologies Holdings; Stirling; Hybrid; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Flexibility — Hybrid work model

Professional development reimbursement

Competitive holiday scheme

Competitive staff benefits

Diversity & Inclusion

Hands-on training

Job summary

SS&C Technologies Holdings in Stirling is seeking a Client Services Voice Team Manager to lead and coach a diverse team of Associates and Techs. You will drive coaching, observations, absence management and objective reviews to maintain high service standards within a hybrid work model.

The role focuses on ongoing development, regulatory training compliance and strong stakeholder relationships to deliver exceptional client outcomes.

Qualifications

• Experience leading client services teams with a focus on quality and delivery.
• Strong coaching, feedback and development capabilities for associates and techs.
• Ability to manage regulatory training within required timescales.
• Proven ability to build relationships with internal and external clients.
• Excellent communication skills suited for diverse audiences.

Responsibilities

• Coach and develop Associates through regular feedback and reviews.
• Conduct associate observations including coaching and monitoring.
• Manage absence and ensure coverage to maintain service levels.
• Lead objective reviews and performance discussions with the team.
• Oversee performance management of Associates and Technicians.
• Hold regular 1:1s with Associates and Techs to track progress.
• Ensure timely completion of all required regulatory training.

Skills

Customer service leadership

Coaching & feedback

Regulatory training

Stakeholder management

Communication skills

Tools

CRM systems

Data reporting

Job description

SS&C Technologies Holdings in Stirling is seeking a Client Services Voice Team Manager to lead and coach a diverse team of Associates and Techs. You will drive coaching, observations, absence management and objective reviews to maintain high service standards within a hybrid work model.

The role focuses on ongoing development, regulatory training compliance and strong stakeholder relationships to deliver exceptional client outcomes.