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.

Generic responsibilities

Improve operational systems, processes and policies

- specifically, better management reporting, information flow and management, business process and organisational planning
- Support, motivate, develop and coach team managers / process leaders to meet departmental KPIs and project SLAs.
- Collaborate with the Stakeholders both internal and external to provide financial and operational monitoring and controls on all programmes of work and activities, including producing reports and overseeing analysis of data
- Play a significant role in long-term planning, including an initiative geared toward operational excellence
- Contribute to the review and update of the Risk Register
- Coordinate strategy to realise ambitions set out in the overall organisation’s plan
- Drive initiatives in the management team and organizationally that contribute to long-term operational excellence.
- Assist the team to challenge existing Customer Outcome Measures (COMs) / SLAs & suggest ways to improve measures
- Assist & challenge the MI team to come up with data that adds value to the day-to-day operations & also makes business meetings more meaningful.
- Ensure reasonable level of awareness / knowledge about all the regulatory changes across the teams.
- Ensure STT (Standard Time Taken per case) analysis is a systematic & periodic activity.
- Accurate forecasting of resources for any projects.




- Planning & implementing skill development of resources for redeployment/career progression.
- Effective liaison with various departments within the organisation to gain support and resolve issues
- Identify, facilitate and implement process improvement ideas to improve efficiency
- Enforce adherence to security and data protection within the organisation.
- Demonstrate a positive risk, compliance and control culture through the identification, assessment, monitoring and management of risks and issues within the business area, alongside ensuring timely and appropriate resolution of control weaknesses, actions and failures that arise.

PEOPLE :

- Continuous focus on identifying & developing individuals who will take the onus of being leaders in the next 3 - 5 years.
- Provide robust support for all regulatory changes to colleagues
- Ensure the role competency is attained timely by required colleagues.
- Continue to check & flag aspirations of colleagues where they are linked to a different vertical within the organisation.
- Identify secondment opportunities in other verticals for aspiring colleagues.
- Help Managers Identify underperformers & create a plan to enhance their performance.
- Ensure participation in company-wide initiatives.
- Support, challenge and guide the new entrants in the management team within customer service operations to take decisions that help balance business / people priorities & objectives.




- Suggest changes / improvements in existing people related policies to enhance people engagement & empowerment
- Maintain high level of motivation & engagement in the department.

Additional Responsibilities : PRUDENCE :

- Own all operations score cards, governance dashboards & ensure consistent positive performance.
- Ensure the risk register & other governance related MI is updated within expected timelines.
- Ensure “local audits” are conducted well in advance to the actual audits that are sponsored by the Risk & GwIA teams.
- Own the Draft Report results that come of the “local audits” conducted and ensure the gaps are addressed.
- Enable operations to earn respectful ratings on all audits conducted by Risk & GwIA.
- Help the management make the TMs / PLs accountable for their respective team’s performance on internal audit findings.
- Take regular coaching sessions with PLs/ TMs to set expectations & provide support.
- Liaise closely with the both the internal & external risk / governance auditors to understand expectations for everyone in Customer Service Operations.

Key Stakeholder Management

Internal

- Peer group
- Process Leaders/Team Managers
- Business Managers / Senior Managers
- Service Delivery Areas
- Processors

External

- IFAs or Policyholders
- Partners
- Solicitors
- 3rd Parties

Knowledge, Skills, Experience & Educational Qualification

Knowledge & Skills (Must Have) :

- Experience in dealing with international customers
- Prioritisation and conflict management
- Collaboration and Drive for Success
- Good knowledge of insurance products
- Process mapping and process analysis skills to conquer process roadblocks
- Excellent presentation and MS office skills
- Strong project / change management skills

📌 Associate Director (Mumbai)
🏢 Ssec Technologies
📍 Mumbai