Senior Operations Manager, Group DC Pensions
Senior Operations Manager, Group DC Pensions
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Talent Acquisition Partner @ SS&C Technologies | CIPD Qualified
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
SS&C is the largest global investor service provider, servicing more than 55 million investors. Continually investing in global technology and services across the spectrum of distribution channels including: Asset Managers, Financial Advisors, Wealth Managers and large financial institutions such as Banks and Insurers. Investor servicing is offered in many different countries, including the U.S., Canada, U.K., Ireland, Luxembourg, Australia, Hong Kong and Singapore. SS&C also services mutual fund structures in many other fund domiciles.
Global Investor and Distribution Solutions (GIDS) is the business unit offering this role. GIDS delivers global omni-channel investor servicing, including contact centre, using digital services
About the Role
Hybrid Opportunity – Dublin
We are growing our Life and Pensions operation in Dublin and are seeking a highly skilled and experienced Senior Operations Manager to join our dynamic team. As Senior Operations Manager you will have overall responsibility for a new DC Group Pensions service launched in 2024. You will lead the operational team and be responsible for service delivery across the following functions: customer contact (including web chat), back office policy administration, contribution processing and new business. You will lead a team of 20 individuals, including a contact manager, who will support delivery of the service.
Core responsibilities
* Responsible for delivery of Operational services to SS&C clients in line with Service Level Agreements and Key Performance Indicators
* Comprehensive understanding of the BPO Contract and Service Level Agreements
* Develop excellent knowledge of the core pension products serviced by the Operations team
* Develop excellent knowledge of the regulatory environment in which our DC Group pensions services are offered
* Lead team of 20 FTE to deliver a best in class DC pension offering
* Act as the primary point of escalation for client and internal teams
* Represent Operations in engagements with internal technical teams
* Oversight of all internal and external audits
* Ownership of internal and external audit actions
* Oversight of yearly process and procedure reviews
* Ensure that team process transactions compliantly and within industry and departmental standards, making sure that all requirements are met and continuously monitored.
* Management of workload and work queues, prioritising tasks to meet both external and internal deadlines, turnaround times and service standards whilst maintaining an appropriate quality standard
General
* Monitor staff needs, turnover, recruitment and retention
* Identify Learning and Development needs for direct reports and team
* Generate and execute on a training matrix/plan. Identify training gaps and cross training needs within team
* Act as an escalation point on complex issues
* Coach, mentor and develop staff
* Performance Management
* Oversight of training schedules including yearly Data Protection and Anti-Money Laundering training
* Succession Planning
* Deliver accurate monthly flex reporting and forecast annual resourcing needs
* Work collaboratively with other departments in order to deliver a high quality, cost effective service across IT, Finance, Customer Service, Compliance, Risk and Audit within regulatory framework
* Contribute to the positive growth and revenue of the business unit
* Provide timely and well-presented Management Information as required
* Identify risks / threats to service delivery and formulate plan to mitigate
* Develop viable business cases to remove manual workarounds from, or introduce efficiencies to, Operations
Requirements:
* Holds Accredited Product Advisor (APA) qualification in Pensions, or demonstrates desire to attain qualification within 12 months (SS&C will sponsor this qualification)
* 3-5 years experience working in a similar role
* Excellent communication and interpersonal skills, with the leadership qualities to positively influence colleagues
* Well organized and methodical individual with experience of working to strict deadlines
* Excellent verbal reasoning and numeric skills
* Presents an appropriately professional image; communicates clearly, concisely, and diplomatically
* Problem solving and decision making skills over different levels of problems
EEO Statement / Non-agency Disclosure
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.
Seniority level
* Seniority level
Mid-Senior level
Employment type
* Employment type
Full-time
Job function
* Job function
Finance
* Industries
Financial Services and Pension Funds
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