• Job Reference: DST/TP/46441/13373
  • Date Posted: 25 January 2023
  • Recruiter: SS&C
  • Location: Stirling
  • Salary: On Application
  • Bonus/Benefits: Competitive
  • Sector: Financial Services
  • Job Type: Permanent

Job Description


Join us as a Coach based in Stirling

Your personality is what is important to us at SS&C along with your positive and open approach with a passion for delivering exceptional service.

To continuously support and develop people through feedback and coaching to improve accuracy, productivity and overall competence. To perform and apply the Quality Assurance processes and criteria to review levels of quality and accuracy, and provide the necessary training and development to individuals. Also provide on the job support with complex customer enquiries or by on the job training, where appropriate.


In return for your loyalty & commitment, you'll receive your competitive salary as well as our exclusive rewards package that offers flexibility and choice

  • Flexible holiday allowance
  • A competitive pension scheme
  • Life Assurance (4 x salary)
  • Single person healthcare
  • Onsite facilities including our canteen, chill out areas and social calendar
  • Discounts for a number of retailers and restaurants - Exclusive high street discounts

Main Responsibilities

  • Performing the required % of calls/paper processing audits as per the Quality Assurance Procedures and assessing the levels of quality and accuracy against the business requirements
  • To achieve the required audit targets for the work type
  • Delivery and planning of training and/or coaching based on the levels of quality and accuracy and business need
  • Challenge existing practices. Identify, propose and implement areas of process improvement
  • Provide Line Managers with performance information on each of their team members on a regular basis or more if required, including Quality and Accuracy Management Information
  • Provide coaching support, as appropriate, to all team members
  • Involvement in Projects as required
  • Devise and/or carry out training plans for new and existing employees, product launches or refresh training when required
  • Act as point of escalation for complaints as and when required
  • Act as a point of contact for contentious/complex enquiries
  • Manage relationship between key Stakeholders and the team , where appropriate
  • Analysis of legislation and planned product development to allow successful integration into BAU processes
  • To prepare and present relevant information in a concise manner to facilitate the assessment of risk
  • To liaise with technical experts and peers to ensure that any changes in legislation and procedures affecting Customer Servicing are assessed and understood, ensuring product, process and system knowledge is maintained
  • To communicate technical and procedural information to staff in an effective and timely manner
  • Involvement in testing where required
  • Supports the delivery of Service Level agreement targets and performance standards

Ideal Candidate

Knowledge and Technical Skills

Specific knowledge, skills and qualifications needed to achieve required performance standards in a role.


  • Comprehensive knowledge of relevant Products, systems and Procedures
  • Knowledge of current legislation, i.e. Data Protection Act, Compliance and FCA rules
  • General organisational business and financial awareness
  • Competence in the application of Quality Assurance process and criteria standards
  • Proven ability of being able to handle all aspects of Call Handling or processing role of relevant department that job holder will now be providing support on
  • Maintain and implement Personal Development Plan with Manager
  • Knowledge of the Treating Customers Fairly principles
  • Coaching/Training skills
  • Time Management and Organisation skills
  • Inter-personal skills
  • Excellent Communication skills- oral/written
  • Customer complaint handling skills
  • Analytical skills
  • Problem solving and decision making skills over different levels of problems
  • Creativity applied to complex problems
  • Can deliver and receive feedback in constructive manner
  • Open minded approach to dealing with ideas and suggestions from colleagues and customers
  • Can contribute to good working atmosphere within own team
  • Proven ability in dealing with customers internally and externally
  • 5 GCSEs or equivalent
  • Understanding of the Statements of Principle and Code of Practice
  • Broad knowledge of SS&C UK operations
  • Knowledge of significant regulatory processes within SS&C Platforms