TA Service Desk Manager, Japan

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.

Job Description

TA Service Desk Manager

Locations: Japan | 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, Centralized location – Conveniently positioned near Metro Line
• 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 Tokyo, Japan 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 Japan 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 skills.

• Strong leadership and people development skills, able to develop diverse teams.

What You Will Bring:

• 5+ years of experience in a related role. Extensive experience in a similar environment.

• In-depth Transfer Agency operations and technology knowledge including the Financial Services regulatory environment.

Key behaviours:

• Instils Trust – contribute to building a safe learning environment in the business
• where the team can be listened to and understood.
• Collaborate – Must be able to work in a co-operative manner with both internal and external teams and take all views and interests into account when formulating outcomes.
• Ensure Accountability – Must take full ownership of their assigned responsibilities and the outcomes that are generated and pursued.
• Customer Focus – Must understand customer and partner needs from both a
• functional and operational perspective.
• Communicate Effectively – Must be able to communicate effectively and efficiently, both in written and verbal forms, across all levels of an organization and all sizes of groups. Must also be able to listen to others and evidence that they have understood the needs communicated appropriately.

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.

Applications will be accepted on an ongoing basis until the position is filled.

SS&C Technologies is an Equal Employment Opportunity employer and does not discriminate against any applicant for employment or employee on the basis of race, color, religious creed, gender, age, marital status, sexual orientation, national origin, disability, veteran status or any other classification protected by applicable discrimination laws.