Head of Client Experience

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

Get To Know Us:

SS&C Global Investor Distribution Solutions (GIDS) and Retirement Solutions (RS) provide 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. 

SS&C is a leading provider of outsourced registry services in Australia, specialising in technology-driven solutions with high levels of automation across institutional and retail markets. With 600+ employees primarily based in Melbourne and Sydney, the Australian division focuses on Unit Registry—known globally as Transfer Agency—technology and services. As the largest Transfer Agency provider in Australia, SS&C delivers comprehensive end-to-end solutions for Fund Managers and Custodians.

Why You Will Love It Here!

• Flexibility: Hybrid Work Model

• Your Future: Income Protection Insurance & Salary Continuance

• Work/Life Balance: Generous Bereavement & Compassionate leave

• Your Wellbeing: Private Health Insurance discount, Primary & Secondary Paid Parental leave, Death & TPD Insurance

• 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!

What You Will Get To Do:

As Head of Client Experience, you will lead the strategy, execution, and continuous improvement of client servicing within the Transfer Agency business. Your focus will be on delivering a seamless, efficient, and high-quality experience across all client touchpoints, driving satisfaction and retention. As an open, authentic, and inspiring leader, you will motivate teams and foster a collaborative, client-centric culture, ensuring excellence in service delivery.

• Develop and execute a client experience strategy for the Transfer Agency business, fostering a client-first culture and driving service excellence.

• Build and maintain strong, trust-based client relationships, addressing concerns proactively and identifying opportunities to enhance retention and value-added services.

• Collaborate across internal teams—including relationship management, sales, technology, risk and compliance, and product—to align the client experience strategy across business units.

• Ensure regulatory compliance, mitigate risks, and maintain operational resilience by developing processes to prevent service failures and dissatisfaction.

• Drive innovation in service delivery through digital transformation, self-service capabilities, and emerging industry advancements.

• Lead change initiatives, ensuring seamless transitions during system upgrades, process enhancements, and regulatory shifts while effectively communicating with clients and teams.

• Recruit, develop, and retain top talent, investing in training, leadership development, and succession planning to build a high-performing team.

• Foster continuous improvement through client feedback, data-driven insights, and process optimisations to refine service delivery.

• Monitor industry trends, regulatory updates, and market shifts, providing thought leadership and representing SS&C at industry events to reinforce its position as a leader in Transfer Agency services.

What You Will Bring:

• 15+ years of experience in Financial Services/Wealth Services, specialising in Client and Relationship Management.

• 5+ years in senior management, leading cross-functional teams and driving customer success through strategic planning and decision-making.

• Proven ability to develop long-term strategies to enhance client satisfaction, retention, and service excellence.

• Strong leadership in fostering a client-first culture and aligning client experience initiatives with organisational goals.

• Skilled in talent development, building high-performing teams focused on client engagement and exceptional service.

• Expertise in understanding client needs and business objectives, delivering tailored solutions that create value-added experiences.

• Exceptional at driving internal alignment on client priorities and representing the client’s perspective within the organisation.

• In-depth knowledge of best practices in delivering exceptional service across the client lifecycle.

• Proven ability to manage complex, high-value client relationships, building long-term partnerships and loyalty.

• Strong stakeholder management and negotiation skills, effectively collaborating with senior leadership and international teams.

• MBA or master’s in business management or leadership preferred.

We encourage applications from people of all backgrounds to enable us to bring diverse perspectives to our thinking and conversation. It's important to us that we strive to have a workforce that is diverse in the widest sense.

Thank you for your interest in SS&C! If applicable, to further explore this opportunity, please apply directly with us through our Careers page on our corporate website @ www.ssctech.com/careers.

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.

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.