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.

Operational
- Review and analyse performance metrics to identify areas of opportunity that will drive operational improvement/efficiency
- Responsible for driving key metrics, SLA delivery and management
- Drive customer experience as it relates to best practices and member satisfaction, monitor results for customers
- Maintain and improve Customer Experience operations by monitoring system performance, identifying and resolving problems, process improvement and quality assurance programs.
- Challenges the status quo and identifies opportunities to improve quality, efficiency and results
- Manages with Operations expertise, knowledge, tools and balance scorecards
- Responsible for of any Current business transition from onshore.



This will involve end to end ownership from recruitment, onboarding, Business Readiness, Knowledge Transfer, Risks analysis to embedding processes smoothly

Risk
- Liaise closely with the both the internal & external risk / governance auditors to understand expectations for everyone in Customer Service Operations.
- To demonstrate a positive risk and control culture through the active identification, assessment, monitoring and management of risks and controls within the business area

People
- Continuous focus on developing “bench strength”. Identify individuals who will take the onus of being leaders in the next 3 - 5 years
- Effectively implement rewards/recognition, appraisal & incentive programs.
- Supporting / Challenging / Guiding the new entrants in the management team within customer service operations to take decisions that help balance business / people priorities & objectives.
- Continue

📌 Director (Mumbai)
🏢 SS&C Technologies
📍 Mumbai