Are you ready to make an impact at DTCC?
Do you want to work on innovative projects, collaborate with a dynamic and supportive team, and receive investment in your professional development? At DTCC, we are at the forefront of innovation in the financial markets. We're committed to helping our employees grow and succeed. We believe that you have the skills and drive to make a real impact. We foster a thriving internal community and are committed to creating a workplace that looks like the world that we serve.
Pay and Benefits:
- Competitive compensation, including base pay and annual incentive
- Comprehensive health and life insurance and well-being benefits, based on location
- Pension / Retirement benefits
- Paid Time Off and Personal/Family Care, and other leaves of absence when needed to support your physical, financial, and emotional well-being.
- DTCC offers a flexible/hybrid model of 3 days onsite and 2 days remote (onsite Tuesdays, Wednesdays and a third day unique to each team or employee).
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The impact you will have in this role:
Being a member of the Client Support Team, the Manager will be responsible for exceptional client experiences linked to DTCC objectives across all product lines. The Client Support Team proactively coordinates necessary actions in a timely manner with other teams such as Product, Technology, Project and Release management, Risk management, Legal and Compliance, Onboarding / Integration, and User Acceptance Testing to ensure end to end excellent client experiences. This role includes directing personnel, team morale, resource management responsibilities and requires a solid understanding of various business divisions with an ability to provide innovated solution to business problems. In addition, Client Support Team Manager will provide leadership and direct ownership in supporting off-hours critical issues, support Disaster Recovery activities, arrange resource for post release client management and perform client support project updates.
Your Primary Responsibilities:
- Lead client support functions to provide value for clients and translate organization vision into execution objectives for the functions and department
- Serve as a point of contact for platform outages and Major Incident events for decision-making and activate client support communication process
- Develop an in-depth understanding of client impact including end to end trade cycle and critical processing timeframe
- Implement business continuity and disaster recovery directives
- Accountable for ensuring all services delivery by client support are delivered in a high quality and efficient manner, resulting in a timely revenue recognition and exceptional customer satisfaction
- Responsible for ultimate success of team and associated projects
- Act as a point of contact for the function, capable of resolving complex situation and raising to appropriate teams as needed to provide traction for the team
- Ensure client issues are addressed and resolved in a timely manner and ensure action plan to prevent reoccurrence is in place
- Active participation in leadership and senior management meeting, provide function and department updates
- Establish working relationship with internal partners and provide client insights to business management
- Ensure strict adherence to procedures and critical time frames on internal business set SLA
- Conduct regular team meeting to provide functional, business planning and project/initiatives updates
- Management oversight to ensure team members operate under DTCC staff code of conduct and business required
- Contribute to internal and regulatory audits and management control testing; identify and mitigate risk, adhere to the incident management process
Qualifications:
- Minimum 8 years of related experience
- Bachelor's degree (preferred) or equivalent experience
Talents Needed For Success:
- Strong interpersonal and listening skills, ability to lead and work in a global setting
- Experienced in customer service skills and relationship management
- Excellent decision-making skills, especially in a fast paced environment requiring tactical and long-term solution
- Ability to identify processing risks and capture any "red flags", and to collaborate with staff, senior management, and customers
The salary range is indicative for roles at the same level within DTCC across all US locations. Actual salary is determined based on the role, location, individual experience, skills, and other considerations. We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request