DST Systems Associate Workforce Analyst in Quincy, Massachusetts
The speed of technology. The influx of data. Shifting regulations. Increased customer expectations.
That's where you'll find DST, 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.
Company OverviewSS&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.
Under limited supervision, uses various software and/or other tools to assess, analyze, and direct associates within the BPO to work. Optimizes service and quality levels by ensuring the most efficient use of resources. Continuously monitor calls, processing activity and daily volumes across all AWD production environments throughout the day, making intraday adjustments as needed. May also recommend new procedures, procedural changes and/or modifications to enhance operational efficiency within your group (e.g. adjustments to staffing, scheduling, workflows, training, etc.). Consistently identifies and escalates items that pose a risk to the organization. Monitors compliance with client service levels and standards.
Reviews non-end detail reports and orphaned source reporting to identify and correct or communicate items that require immediate action. Focuses on directing associates to financial holdover prior to the client’s estimate cutoff. Creates, distributes and monitors a variety of reports to aid in successfully identifying and communicating resource shortages, unusual volumes, and other workflow events that require an adjustment to AWD coding or associate assignments. Works with other team members and with Managers intraday to address concerns that influence the allocation of the workforce; provides advice and suggestions where relevant to ensure optimal use of resources. Conducts scheduled and unscheduled reviews of operations to include each AWD environment. Maintains documentation pertinent to Command Center operations including associate schedules, data relating to vacation, training, and other off-line time. Participates in daily resource sharing calls and provides daily, real-time monitoring of calls, transactions, work queues, volume trends, service levels, staffing activity, market conditions, and other planned and unplanned activity driven by client events. Maintains accurate associate or client information in appropriate database(s) and codes associates for user privileges within AWD based on manager recommendations and associate skill set. Assists with day-to-day tasks. Develops expertise in all roles within the Command Center; is flexible moving daily assignment to cover gaps.
Makes immediate adjustments to workflow based on volumes and scheduling taking into consideration a variety of factors, including but not limited to staffing levels and training schedules. Monitors reports that detail outstanding work in queue and assists with the updates required to maintain the standard AWD environment. Participates in or reviews with management any upcoming activities, such as scheduled vacations, holidays, training, system outages, and new clients in order to plan for needed coding modifications and workflow requirements. Helps formulate recommendations for staffing and scheduling on a client-by-client basis. Participates in discussions with management as necessary; conversation may be related to enhancing operational efficiency, associate schedules, or planning within the team.
Produces standard reports for management to review as needed. Collaborates across sites and communicates with front-end operations as necessary throughout the day. Works closely and collaborative with internal clients. Demonstrates professionalism at all times. Participates in demonstration and/or tours for external clients.
Job Qualifications, Knowledge and Skills
· Strong risk-management skills
· Good communication skills, including ability to break down and explain data and information.
· Strong decision-making skills; the ability to execute responsibilities professionally and effectively
· Ability to interface with all levels of management. Adept at dealing with conflict.
· Intermediate skill level with personal computers, software and Windows-based office applications (i.e., Word, Excel, Access)
· Attention to detail and appropriate sense of urgency
· Strong organizational skills to handle day-to-day as well as long-range planning
· Ability to embrace change
· Excellent interpersonal skills
· Understanding of AWD workflow, Desktop Applications/Products
· Clear understanding of regulatory and/or client service levels
· Processing knowledge, especially with mutual funds, 529 and DCS
· Minimal: High school diploma or equivalent
· Bachelor’s Degree or considerable work experience in TA Operations is preferred.
· 1-2 years in a multi-client call center or transactional back office processing environment and working knowledge of Excel required.
DST 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 and here. DST 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 DST is a leading provider of specialized technology, strategic advisory, and business operations outsourcing to the financial and healthcare industries. Combining unmatched industry knowledge, critical infrastructure and service excellence, SS&C DST helps companies master complexity in the world’s most demanding industries to ensure they continually stay ahead of and capitalize on ever-changing customer, business and regulatory requirements.
We work with companies in some of the world’s most demanding industries where rapid shifts in consumer, regulatory, and technology trends are increasingly affecting how our clients do business. For them, keeping up in a landscape of constant change is becoming more and more complex. Through our technology, strategic advisory, and business improvement solutions we work with clients to help them stay ahead of and capitalize on customer, business, and regulatory change.
Mastering complexity is not an end-state. It’s 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.