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 New 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 current entrants in the management team within customer service operations to take decisions that help balance business / people priorities & objectives.
- 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.
- Demonstrate a commitment to excellence through continuous staff development programs enhancing employee engagement, service, knowledge, skills and morale.
- Identify relevant training needs & ensure effective implementation. Training and Competence for all of Operations to expand knowledge base
- Maintain high level of motivation & engagement in the department

Stakeholder

- To work closely 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
- Collaborate and work cross functionally with other business areas to accomplish business goals
- The incumbent is an experienced, hands-on leader, comfortable communicating at all levels of an organisation both internally and externally.

Innovation & Improvement

- Manage transformation journey across multiple processes, keeping in mind the strategic and visionary business outcomes




- Responsible for working with cross functional teams to identify business process gaps and system solutions to improve customer/advisor experience
- Assist the team to challenge existing Customer Outcome Measures (COMs) / SLAs & suggest a realistic grid with reasonable logic
- Identify, facilitate and implement process improvement ideas to improve efficiency

Strategy

- To contribute to design, plan and lead the implementation of M&G;’s short to medium term operations strategy for relevant business units
- Work towards enhancing customer experience in measurable terms based on customer contacts and feedback
- Play a significant role in long-term planning, including initiatives geared toward operational excellence in collaboration with technology and digital.
- Coordinate strategy to realise ambitions set out in the overall organisation’s plan
- Develop a culture of continuous improvement, determines root cause of problem areas, analyse data and solutions

Additional Responsibilities :

- Responsible for driving process simplification and efficiency, by eliminating work or reducing time
- Master at using critical thinking and problem solving skills to resolve issues and identify improvement opportunities
- 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
- Own all operations score cards & ensure consistent valuable performance

Key Stakeholder Management

Internal

- Peer group / SMT
- Service Delivery Areas
- HR, Risk, GwIA

External

- IFA’s or Policyholders
- Solicitors
- 3rd Parties

Knowledge, Skills, Experience & Educational Qualification

**Knowledge & Skills (Must H

📌 Director (Mumbai)
🏢 Ssec Technologies
📍 Mumbai