TA Service Desk Manager at SS&C Technologies in Taipei City

Job description

SS&C is a leading provider of mission-critical, AI-powered technology and services empowering financial services and healthcare organizations to work smarter, faster, and securely. Founded in 1986, SS&C is headquartered in Windsor, Connecticut, and has offices worldwide. More than 23,000 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. Job Description TA Service Desk Manager Location : Taiwan | Hybrid Get To Know Us: SS&C GIDS provides information processing and computer software services and products. The Company’s operating segments include financial markets, customer management, professional services, and output solutions. SS&C GIDS serves the alternative investments, asset and wealth management, banking and lending, insurance, and real estate industries. Why You Will Love It Here! Flexibility : Hybrid Work Model and Business Casual Dress Code, including jeans Your Future: Professional Development Reimbursement Work/Life Balance: Flexible Personal/Vacation Time Off, Sick Leave, Paid Holidays Your Wellbeing: Social Insurance, Medical, Dental, Vision, Life Insurance, Employee Assistance Program, Annual Health Check Up Diversity & Inclusion: Committed to Welcoming, Celebrating and Thriving on Diversity Training: Hands-On, Team-Customized, including SS&C University Education: Employee Tuition Reimbursement for employees who are eligible Extra Perks: Bonus Scheme, SS&C Stock(s) Allocation for employees who are eligible What You Will Get To Do: The Service Desk Manager will be based out of our Taiwan office and will be responsible for the day-to-day activities of the service desk team based here including transfer agency, investor AML, and client servicing for our offshore transfer agency clients with Asian based distribution requirements. The role will include performing day to day tasks pertinent to the department’s activity as well as a strong focus on client relationship, day to day client services and general management matters. Direct reports: The role will be responsible for leading a small service desk team in Taiwan with the team reporting into this individual. Role Responsibilities: Perform regular review processes and appraisals of the team. Instils a client focus in the core operation, consistently meeting agreed client service levels and proactively managing and exceeding client expectations. Monitor service level standards and provide senior management with reporting as well as maintain an environment where processes and controls are monitored. Handle and resolve operational and managerial issues that arise. Oversee and assist the team with performing day to day service desk activities including account opening, AML/KYC, deal processing etc. Following up in case of issues with service delivery. Ensuring timely reporting and escalation of any incidents to management. Ensure that procedures, policies and processes are adhered to so that a high quality service is delivered to the customer. Propose and/or implement procedural changes to improve performance of the department or of related business areas. Development and maintenance of relationships with local clients acting as the local point of contact for client issues/queries. Conduct regular reviews of SLAs, KPIs, procedures and checklists. Overseeing regular sampling reviews by Quality Assurance teams, ensuring any findings are addressed and controls/procedures are updated accordingly. Work closely with groups internally to deliver client specific projects as well as wider projects in the region ensuring adherence to internal policy and standards. Skills and Competencies: A good understanding of the client service model, business strategy, structure and product offering. Strong level of communication with all levels of staff including local and global management. Strong strategic leadership and thought process. Strong risk, control and problem-solving