Senior Client Service Manager

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The Depository Trust & Clearing Corporation
Full Time

Job Description

Are you ready to explore a world of possibilities?

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.
Pay and Benefits:
  • Competitive compensation, including base pay and annual incentive
  • Comprehensive health and life insurance and well-being benefits, based on location
  • Pension
  • Paid Time Off and other leave of absence
  • Flexible/Hybrid Work Arrangements
Why you'll love this job:
Senior Client Service Manager role is responsible for exceptional client services to DTCC Clients by working with internal teams to resolve client inquires in the most accurate, professional, and timely manner.

As part of the Case Management squad, this role works directly with DTCC Clients to understand client issue trends and provide detailed resolution and implement strategic solutions. The role requires expertly coordination with internal customers as a client advocate and ensuring quality service delivery. The individual will conduct regular service reviews with clients to discuss support services and act as Client's escalation path to the relevant areas at DTCC i.e., (Client Support, Connectivity, Product, UAT, Billing).

The role plays a key partnership with Client, Product, Business and Technology in delivering and implementing projects. Pro-actively coordinate vital actions in a timely manner with other teams such as Product, Technology, Project and Release management, Risk management, Legal and Compliance, Onboarding / Integration, and Client Support teams to ensure end to end excellent client experience.

The role acts as the point of escalation for both internal & external partners, collaborates across different DTCC business lines through establishing trust and develop relationships with internal and external partners. The role requires strong understanding of DTCC business and must demonstrate ownership of and accountability for client Support for DTCC Services.
Your Primary Responsibilities:
  • Establish and pro-actively handle client relationships with key contacts, promotes MyDTCC to client, educating client in applying the Global Trade Repository (GTR) and enhance DTCC client service experience.
  • To build, package and present Client data information and trend analysis to client through performance and service metrics review meetings.
  • Conduct regular client service reviews to resolve open issues, enhance client knowledge and share opportunities for independent resolution of common queries.
  • Act as the client's escalation point of contact for Client Support Squads and accountable for the prioritization, escalation and eventual resolution of all issues that arise during a project and/or compliance life cycle.
  • Accountable for analyzing, tracking, and communicating client queries related to DTCC Product functionalities, transmission, submission, and reporting requirements
  • Contribute to Client Case Management Squad Objectives and identify continuous improvement initiatives to meet Group's key results objectives.
  • Demonstrates deep understanding of Client needs. Acts as the voice of the client across the enterprise. Continuously incorporates feedback and changing market needs into the CMS squad and Business Stakeholders.
  • Coordinate and distribute client notifications with relevant business and management approval to advise of system downtimes, service disruptions or proactive client outreach.
  • Regularly collaborates with other squads and partners to explore all sources for solutions. Deep understanding of problem and solution space, and the rationale behind alternatives and trade-offs. Focuses on the critical \"few\" and puts the trivial 'many\" aside.
  • Lead and embed Knowledge Centered Service (KCS) culture by trend in linkage and usage review to ensure its relevance for client support and external client.
  • Be an active member in cross functional collaboration and demonstrate positiveness in new ways of working, to support enterprise and tribe strategies to achieve success.
  • Provide mentorship and training to teams, fostering teamwork, constructive feedback, and accountability.
  • Collaborate with global teams in sharing and implement standard methodology that increase client satisfaction and experience.
  • Take an active role in leading business project, implementation of process improvement and ad-hoc initiatives
  • Review and adhered Client Support procedure. Identify procedure and process gaps, support the maintenance of client service procedure and job aid.
  • Pro-actively contribute to team meeting in leading changes to support functional, business planning and project/initiatives updates.
  • Adhered to DTCC staff code of conduct and business required training requirement.
  • Support internal and regulatory audits and management control testing, identify, and mitigate risk and control, and adherence to incidents management process.
  • Aligns risk and control processes into day to day responsibilities to supervise and mitigate risk; escalates appropriately

**NOTE: The Primary Responsibilities of this role are not limited to the details above. **
Talents Needed for Success:
  • Minimum of 6 years of related experience
  • Bachelor's degree preferred with Masters or equivalent experience

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

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.



About Us

About DTCC

DTCC safeguards the financial markets and helps them run efficiently, in times of prosperity and crisis. We are uniquely positioned at the center of global trading activity, processing over 100 million financial transactions every day, pioneering industry-wide, post-trade solutions and maintaining multiple data and operating centers worldwide. From where we stand, we can anticipate the industry's needs and we're working to continually improve the world's most resilient, secure and efficient market infrastructure. Our employees are driven to deliver innovative technologies that improve efficiency, lower cost and bring stability and certainty to the post-trade lifecycle.

DTCC proudly supports Flexible Work Arrangements favoring openness and gives people freedom to do their jobs well, by encouraging diverse opinions and emphasizing teamwork. When you join our team, you'll have an opportunity to make meaningful contributions at a company that is recognized as a thought leader in both the financial services and technology industries. A DTCC career is more than a good way to earn a living. It's the chance to make a difference at a company that's truly one of a kind.



About the Team

The Chief Client Office (CCO) is focused on providing a consistent Client Experience across all business lines and geographies, enabling enhanced Client Satisfaction, Revenue Growth and Business Line Success. The CCO function includes Sales, Partners, Relationship Management, Integration, Marketing & Communications and Sales Analytics & Operations.

The Derivatives Services Client Support Team looks after client queries for two platforms -TIW (Trade Information warehouse) and GTR (Global Trade Repository).

TIW provides payment calculation, settlement, post trade event processing and public reporting for Credit Default Swaps. GTR is a trade repository providing industry solution for Over The Counter (OTC) Derivatives and Exchange Traded Derivatives (ETD). GTR supports all asset classes - Rates, Credit, Foreign Exchange, Equity and Commodities reporting as well as Collateral and Valuation reporting. The GTR spans three continents, enabling users to meet their regulatory reporting obligations across the globe, in an open, cost effective and efficient manner via a single platform. It is essential for managing systemic risk and providing regulators with unprecedented transparency into the market.


Company Information

Who are we?

DTCC safeguards the financial markets and helps them run efficiently – in times of prosperity and crisis. We are uniquely positioned at the center of global trading activity, processing over 100 million financial transactions every day, pioneering industry-wide, post-trade solutions and maintaining multiple data and operating centers worldwide. From where we stand, we can anticipate the industry’s needs and we’re working to continually improve the world’s most resilient, secure and efficient market infrastructure. Our employees are driven to deliver innovative technologies that improve efficiency, lower cost and bring stability and certainty to the post-trade lifecycle.

Why choose DTCC?

DTCC employees work at the center of the world’s financial markets, bringing both innovation and stability to the entire post-trade lifecycle. Our work environment favors openness and gives people freedom to do their jobs well, by encouraging diverse opinions and emphasizing teamwork. When you join our team, you’ll have an opportunity to make meaningful contributions at a company that is recognized as a thought leader in both the financial services and technology industries.

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Dice Id : 90853261
Position Id : 204148
Originally Posted : 2 months ago

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