Client Support Team Manager

Are you ready to explore a world of possibilities?

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Join our DTCC family, and you’ll grow your expertise and become the best version of you. As you embark on a new journey, you’ll be supported and surrounded by other professionals as you learn new skills, advance your career, and see the impact of your efforts every day.

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Pay and Benefits:

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n- Competitive compensation, including base pay and annual incentive n- Comprehensive health and life insurance and well-being benefits, based on location n- Retirement benefits n- Paid Time Off and other leave of absence n- Flexible/Hybrid Work Arrangements n

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About this Opportunity

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The client support manger is a leadership role who collaborate well with external client and business service and internal teams in responsible for exceptional client experiences linked to DTCC objectives across all product lines.
This role includes directing personnel, team morale and resource management responsibilities. Requires a solid understanding of various business lines, and an ability to provide innovated solution to business problems. Provide leadership and direct ownership in supporting off-hours escalation, support Disaster Recovery activities, arrange resource for post release client management and perform client support project updates.

The role plays a key partnership with Product, Business and Technology in delivering and implementing client projects. Po-actively coordinate 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 the User Acceptance Testing team to ensure end to end excellent client experiences.

The role will add value by understanding the client needs and provide client insight across different DTCC business lines. Building rapport and develop relationships with internal and external partners, with strong understanding of DTCC business and demonstrated ownership and accountability for client support.

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Why you'll love this job:

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n- Solid understanding of client support activities across business line and services. n- Lead client support functions provide value add services to client, ability to translate organization vision into execution objectives for the functions and department. n- Serve as an escalation point of contact for platform outages and Major Incident events for decision-making and activate client support communication process. n- In depth understanding of client impact including end to end trade cycle and critical processing timeframe n- Implement business continuity and disaster recovery directives. n- 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. n- Responsible for ultimate success of team and associated projects. n- Act as escalation point for the function, capable of resolving complex situation and raising to appropriate teams as needed to provide traction for the team. n- Ensure client escalation are addressed and resolved in a timely manner and ensure action plan to prevent reoccurrence is in place. n- Independent review on potential and confirmed incident, ensure remediation plan and action plan is tracked. Identify long-term solution and prevent re-occurrence. n- Provide feedback in project team meetings to ensure client impact and operational risk are reviewed and addressed. n- Active participation in leadership and senior management meeting, provide function and department updates. n- Establish working relationship with internal stakeholders and provide client insights to business management. n- Ensures strict adherence to procedures and critical time frames on internal business set SLA. n- Adhered Client Support procedure and develop and maintain up to date client support procedure. n- Conduct regular team meeting to provide functional, business planning and project/initiatives updates. n- Management oversight to ensure team members operate under DTCC staff code of conduct and business required. n- Contributes to internal and regulatory audits and management control testing, identify, and mitigate risk and control, and adherence to incidents management process. n- Mitigates risk by following established procedures and monitoring controls, spotting key errors and demonstrating strong ethical behavior. n

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****NOTE: The Primary Responsibilities of this role are not limited to the details above. ****  

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Talents Needed for Success:

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n- Minimum of 8 years of related experience n- Bachelor's degree preferred or equivalent experience n- Strong interpersonal and listening skills, ability to lead and work in global setting. n- Experienced in Customer Service Skills and relationship management n- Excellent decision-making skills, especially in a high-volume environment requiring tactical and long-term solution. n- Ability to identify processing risks and capture any “red flags”, and to communicate with staff, senior management, and customers. n

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We offer top class training and development for you to be an asset in our organization!

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Who We Are:

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DTCC is the heart of the post-trade market infrastructure for the global financial services industry. From 21 locations all over the world, DTCC, through its subsidiaries, automates, centralizes and standardizes the processing of financial transactions, mitigating risk, increasing transparency and driving efficiency for thousands of broker/dealers, custodian banks and asset managers. In 2020, DTCC’s subsidiaries processed securities transactions valued at more than U.S. $2.3 quadrillion.

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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 accommodation.