Senior Relationship Manager

  • Job Reference: DST/TP/46441/13363
  • Date Posted: 20 January 2023
  • Recruiter: SS&C
  • Location: Stirling
  • Salary: On Application
  • Bonus/Benefits: Competitive
  • Sector: Call Centre / Customer Service
  • Job Type: Permanent

Job Description

Summary

We have an exciting opportunity to join our join our team.

We are looking for an individual who can utilise their strong relationship management skills to provide support for a key group of Partner's business; via face-to-face meetings, telephone/ Zoom calls and email. Based in the Stirling & Essex offices, a key requirement of the role is to build and maintain excellent working relationships with Senior members of Partner Practices and members of SJPs Field Management Team (FMT) across a variety of locations as determined on a needs basis.

The main purpose of the role is to work with SJPs FMT and key Senior Stakeholders within SJP Practices to ensure smooth running of the admin side of their business, preventing the need for escalation by engaging in regular dialogue with the right member of the Practice and knowing what business has been written/ at the admin stage. SRMs will hold regular governance calls with key Practice stakeholders and work with internal colleagues to ensure work completes as expected and within service timescales.



Package

  • Competitive annual salary
  • Eligible for annual discretionary bonus (based on individual and company performance)
  • Stock Option eligible
  • Company pension scheme
  • Life Assurance (4 x salary)
  • Family Cover healthcare
  • Flex benefits scheme
  • Hybrid working environment
  • Competitive holiday policy


Main Responsibilities

  • Based in Stirling and Essex with occasional travel to other SS&C and SJP locations throughout the UK
  • Manage effective relationships with key senior contacts within SJP and attend agreed Forums/FMT/Partner/Practice meetings
  • To commit to personally putting the Partner first, demonstrating a 'can do' attitude and providing an excellent customer experience at all times
  • Be available for face to face Partner meetings and provide "bespoke" issue/case resolution to help eradicate hand-offs and reduce rework utilising agreed limits of authority
  • Display exceptional handling and ownership of complex/technical or complaint work, co-ordinating assistance from key contacts in processing areas. Monitor progress and undertake preventative measures as appropriate
  • Initiate and attend office visits and location meetings, strengthening existing relationships with key stakeholders and also establishing new networks/relationships
  • Work with the operational contacts to ensure that enquiries are given the appropriate focus and priority
  • Analyse the root cause of escalations and complaints and provide suggestions for process and customer experience improvements
  • Proactively work with SJP and FMT to assist with delivering a joined up approach to driving excellence in service delivery and achieving Partner business aims and targets
  • Display exceptional handling and ownership of complex/technical or complaint work, co-ordinating assistance from key contacts in processing areas. Monitor progress and undertake preventative measures as appropriate
  • Acts as an ambassador for the admin centres promoting a one team ethos
  • Meets regularly with peers and line manager to share feedback and align best practice
  • Identifies potential flaws in existing processes and feeds in through the correct operational channels and with a view to identifying possible service improvements


Ideal Candidate

  • Excellent relationship management experience in the financial services industry
  • Excellent problem solving, analytical and decision making skills
  • Excellent communication and interpersonal skills, at all levels
  • Strong organisational and time management skills
  • Commitment and self-motivation to work within deadlines with minimum supervision
  • Ability to deliver robust face to face communications and present complex verbal information to SJP staff at all levels
  • Willingness to successfully adapt to changing demands and conditions. Adapting your behaviour to meet the needs of others as well as yourself
  • Quality driven with a pride in delivering excellence
  • Effective relationships with internal and external clients and their customers. Being responsive to client needs in a timely and professional manner.
  • Act as a role model for colleagues in support of management decisions
  • Displays flexibility in the role location and time required to go the extra mile to ensure role holder meets the needs of the business, Partner and client including non-core
  • Strong ability to challenge decisions at all levels across SJP and SS&C peers and colleagues
  • Flexibility to travel on occasion

Desirable

  • Takes responsibility for the completion of objectives and tasks within budget, holding themselves accountable for their actions and the consequences of them
  • Actively influences events; seeks opportunities and acts on them; take appropriate action without being asked to do so
  • Education to Higher level or equivalent is desirable