Location: Tampa, FL
Title: Client Service Team Manager
Job Type: Full time - Hybrid (hybrid model of 3 days onsite and 2 days remote (onsite Tuesdays, Wednesdays and a third day unique to each team or employee).
Experience required:10 Years
Salary: $110k /annum benefits

JOB DESCRIPTION:
Being a member of the Client Connectivity Services Team, you will be responsible for the day-to-day activities linked to DTCC internal and external client objectives across all product lines.
This includes directing personnel, team morale and resource management responsibilities.
Requires a solid understanding of various business lines, and an ability to provide innovative solutions to business problems.
RESPONSIBILITIES:
Understands the end-to-end Connectivity lifecycle for all protocols and network types and be able to perform the groundwork where required
Uses dashboards and continuously revises critical metrics and KRIs to improve client experience. Review regularly client feedback, identify knowledge gaps and training needs.
Uses management reports and metrics to track performance of teams and individuals to ensure success in meeting the team’s objectives. Performs talent review, develops high potentials and drives high performance
Serves as standard point of contact for outages and Major Incident events.
Mitigates risk by following established policies and procedures, monitoring controls, performing management control testing, spotting key errors, raising issues, and supporting positive relationships with key internal/external clients and partners
Contributes to audit review readiness and represents the function in internal and external audits
Implements business continuity and disaster recovery directives
Drives department projects, ensures proper tracking and reporting on progress and acts as a point of escalation for partners. Helps organize personal and team capacity and works to meet department/squad objectives & goals
Analyzes and proposes improvements to automated and manual processes. Collaborates with other functions and departments to implement process efficiencies and improve client experience.
Represents the department at various project meetings.
Sets timelines, expectations and proactively negotiates within direct and broader team
Understands strengths/ development areas of self and team/squad to drive performance and collaboration. Proactively provides & solicits constructive feedback
Supports the development of new strategies. Helps execute and is accountable for departmental/ tribe objectives and team/ squad goals
Develops talent for current and long-term department needs and opportunities; seeks out opportunities to serve as a mentor and ally to junior employees
Provides support over weekends and public holidays as required.

QUALIFICATIONS:
Bachelor's degree or equivalent experience
Minimum of 8 years of related experience
Demonstrated PC literacy and ability to work with desktop software
Ability to lead multiple priorities across varying functions and locations
Proven ability to synthesize detail and information related to day-to-day operations into the presentation of key points and trends
Strong project management and organizational skills
Ability to perform business process analysis and create efficient solutions
Knowledge of transfer protocols including FTP/S, SFTP, IBM MQ Messaging, Connect: Direct – Network Data Mover (NDM) and computing systems including Linux/Unix and IBM Mainframe will be advantages.

Job Type: Full-time

Pay: Up to $1,000,000.00 per year

Experience:

• Client Service Manager: 8 years (Required)
• Logistics: 6 years (Required)

Work Location: On the road