Huriot — Participant Services Supervisor - Remote at SS&C Technologies

Participant Services Supervisor - Remote

SS&C Technologies

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Role Details

The speed of technology. The influx of data. Shifting regulations. Increased customer expectations.

That's where you'll find SS&C, helping clients find opportunity in ever-changing and complex customer, business, and regulatory requirements. Mastering complexity is a constantly changing and evolving challenge – one that only a few people can embrace and thrive upon.

If you see your opportunity in complexity , then we are the right fit for you.

Job Description:

Job Title: Participant Services Supervisor

Locations: Remote

Get To Know The Team:

The Participant Services Supervisor oversees the department personnel and manages daily operations, ensuring quality service and the professional development of all associates. In this role, you will sets workflow priorities and ensures the timely and accurate servicing and processing of transactions accordance with established quality and productivity guidelines and standards.

The Participant Services department is responsible for all plan participant communications including status updates, asset retention, plan regulations, and account maintenance. This position is responsible for the day-to-day leadership of a contact center team. This includes coaching, training, developing and supporting members of assigned team.

Why You Will Love It Here!

  • Flexibility: Hybrid Work Model & a Business Casual Dress Code, including jeans

  • Your Future: 401k Matching Program, Professional Development Reimbursement

  • Work/Life Balance: Flexible Personal/Vacation Time Off, Sick Leave, Paid Holidays

  • Your Wellbeing: Medical, Dental, Vision, Employee Assistance Program, Parental Leave

  • Diversity & Inclusion: Committed to Welcoming, Celebrating and Thriving on Diversity

  • Training: Hands-On, Team-Customized, including SS&C University

  • Extra Perks: Discounts on fitness clubs, travel and more!

    Schedule: 12PM – 9PM EST with a 10% Shift Differential

What You Will Get To Do:

  • Manages the daily operation of assigned team. Assists team members with research and resolution of complex issues, handle escalated calls, and provide support on the phones during peak periods.

  • Prepares and delivers performance plans and reviews, conducts team meetings, and coach associates. Develops, coaches and mentors associates to meet the department standards. Provides general support for team members.

  • Works with senior leadership for the development of new procedures/processes and improvement of existing procedures/processes. Assists in the development and training of associates.

  • Ensures that all correspondence is in accordance with SEC and FINRA guidelines.

  • Manages call activities of team to ensure contact center metrics and the quality of the responses to inquiries are within or exceed the service standards set forth by clients. Identifies call trends and makes suggestions to improve client satisfaction.

  • Efficiently and effectively integrates new products, services, and changes to existing plans.

  • Collaborates with internal and external partners to ensure timely resolution of participant inquiries and mitigate future concerns.

  • Partners with Participant Services manager and supervisors to ensure proper floor coverage and support of team members within the department.

What You Will Bring:

  • Bachelor's degree or equivalent combination of formal education and work experience.

  • 3 - 4 years transfer agency or related operations experience, including 1 - 2 years senior specialist experience preferred.

  • Detailed knowledge of transfer agency operations policies, procedures and legals.

  • Working knowledge of system capabilities/applications and policies and procedures.

  • Basic knowledge of financial services industry preferred.

  • Ability to communicate clearly and effectively, both verbally and in writing, in order to exchange information with management, staff, and various external contacts, to explain policies and corporate guidelines and to present recommendations to upper management.

  • Ability to execute assignments within established timeframes and quality standards, while responding to immediate needs.

  • Ability to manage personnel, including training, evaluation and communication of expectations, requirements and results, and ensuring implementation and consistent application of department policies, procedures, and quality standards.

Thank you for your interest in SS&C! To further explore this opportunity, please apply through our careers page on the corporate website at www.ssctech.com/careers.

#LI-REMOTE #LI-JW3

SS&C is an equal opportunity employer and values a diverse and inclusive workplace. All qualified candidates will receive consideration for employment without regard to age, race, color, religion, genetic information, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. For more information about Equal Opportunity in the Workplace please click here (http://www.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf) and here (https://www.eeoc.gov/employers/upload/eeoc_gina_supplement.pdf) . SS&C is committed to working with and providing reasonable accommodation to job applicants with disabilities. If you are a qualified individual with a disability and need an accommodation or accessibility assistance to complete the online application, please contact us at PeopleCenter@dstsystems.com for assistance.

SS&C is a global provider of investment and financial services and software for the financial services and healthcare industries. Named to Fortune 1000 list as top U.S. company based on revenue, SS&C is headquartered in Windsor, Connecticut and has 20,000+ employees in over 90 offices in 35 countries. Some 18,000 financial services and healthcare organizations, from the world's largest institutions to local firms, manage and account for their investments using SS&C's products and services.



SS&C Technologies provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

  • Published on: Mar 07, 2023
  • Employment Type: Full Time
  • Job Location: Remote, Massachusetts
  • Salary: negotiable
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