Manager, Risk & Compliance Incidents and Complaints

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:

The Manager, Risk & Compliance – Incidents and Complaints is key to managing and mitigating operational risks within the first line of defence. This role oversees, manages, and reports on operational risk incidents and client complaints, ensuring risks are swiftly identified, investigated, and resolved in compliance with regulatory standards. Working closely with the Head of Operational Risk and Compliance, this position is essential in fostering a culture of risk awareness, driving process improvements, and maintaining operational integrity across the organisation.

• Oversee the end-to-end management of operational risk incidents, ensuring all are logged, investigated, analysed for root causes, and resolved in line with internal policies and regulatory requirements.

• Lead the complaints management process, acting as the main point of contact for complex client complaints, working with client services, compliance, and operations teams to ensure swift and effective resolutions.

• Develop corrective action plans based on root cause analysis and ensure timely escalation of high-impact incidents to senior management for appropriate action.

• Maintain and update the Line 1 risk control framework for incidents and complaints management, ensuring compliance with risk policies, regulatory guidelines, and industry best practices.

• Proactively identify emerging risks and conduct regular risk assessments and control testing to ensure operational integrity, while implementing preventative measures based on incident and complaint trends.

• Prepare detailed reports and management dashboards for senior leadership, highlighting key incident and complaint trends, and contributing to the development of regulatory and internal risk reports.

• Collaborate with Line 2 Risk, Compliance, and Audit functions for risk oversight and escalation, ensuring the integration of proactive risk management strategies across departments.

• Deliver training programs on incident and complaint management best practices, fostering a risk-aware culture within operational teams and driving continuous improvement initiatives based on lessons learned.

What You Will Bring:

• Strong understanding of Line 1 risk principles, operational risk frameworks, and best practices in incident management.

• Expertise in client complaints management, including conducting root cause analysis and implementing effective service recovery strategies.

• Proven analytical and problem-solving abilities to assess complex issues, identify root causes, and recommend solutions.

• Solid knowledge of financial services regulations, including APRA, ASIC, and ATO compliance standards.

• Strong leadership skills with the ability to lead cross-functional teams and influence stakeholders without direct authority.

• Proficiency in data management and reporting, including experience with risk event registers, data analytics tools, and reporting dashboards.

• Excellent data analysis and reporting capabilities, with experience in risk event reporting and process improvement.

• Experience working with compliance, audit, and operational teams, driving a risk-aware culture while ensuring regulatory compliance and service excellence.

• Strong stakeholder management, communication, and problem-solving skills for managing complex escalations and ensuring continuous process improvement.

• Minimum 5 years of experience in operational risk management, incident handling, or complaint management within financial services.

• Prior experience in Transfer Agency, compliance, or operational risk roles.

• Demonstrated ability to lead risk investigations and engage with senior stakeholders effectively.

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.