Desc Why You’ll Love This Job:
Being a member of the Client Support organization, the Director provides technical and business support across DTCC's services and acts as the primary communication channel with the DTCC client community in the event of application, network, or service disruptions. The support includes general post-sales product information and basic support on the standard protocols and features. The team will act as the primary point-of-contact for variety of client inquiries while also working independently or cross-functionally to troubleshoot or resolve client issues. The team is responsible for building trusted relationships with key client partners by delivering outstanding client service. This Client Support Director role is responsible for building a client support team aligned to DTC, NSCC and FICC as part of a larger Client Support organization.
Your Primary Responsibilities:
• Is responsible for the daily operations of the team and serves as point of escalation for client issues.
• Translates interpersonal goals into specific objectives for the team; provides transparency on mission and vision to the team.
• Demonstrates dedication to the continuous improvement of the whole client experience and service excellence.
• Ensures team’s operational readiness to support new initiatives and product offerings; aligns the team’s activities and initiatives to support and improve the objectives of the organization.
• Responsible for capacity planning and making recommendations on staffing and location strategy and recruits, interviews, hires, trains and develops staff.
• Establishes metrics to measure client experience and team’s operational health; reports on service metrics, including client feedback or trends in product or service issues, to key internal partners.
• Utilizes management reports and metrics to supervise performance of team and individuals to ensure success in meeting the team’s objectives
• Regularly reviews client cases and client feedback, identifying knowledge gaps and training needs for individuals on the team.
• Establishes procedures that produce high quality client service delivery and that reflect industry best practices. Ensures procedures and user guides are current and the team closely adheres to them.
• Develops controls and monitors adherence to risk management protocols, including management testing of key controls, where required.
• Demonstrates influence and transparency by representing the function in key events with internal and external stakeholders.
• Collaborates with other functions and departments to implement process efficiencies and improve the client experience.
• Establishes new process workflows covering case management and appropriate escalation channels (e.g., Technology, Business, Risk).
• Works with Technology development teams to improve or deliver new capabilities across client support platforms, tools and self-service portals.
• Mitigates risk by following established procedures, spotting key errors and demonstrating strong ethical behavior.
**NOTE: The Primary Responsibilities of this role are not limited to the details above. **
Talents Needed for Success:
• Minimum of 10 years of related experience
• Bachelor's degree preferred with Masters or equivalent experience
• Extensive experience leading operational or client service teams
• Deep understanding of case and knowledge management practices and methodologies
• Experience in Financial Services (post-trade processing)
• Experience leading people, process, and behavior changes
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.
RequisitionType Professional JobSchedule Full time