Client Service Manager

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 champion 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).

The Impact You Will Have In This Role:

As part of the DTCC Client Support team, the Client Service Manager (CSM) is an individual contributor role that works directly with assigned clients to understand issues and provide detailed solutions and service strategies. The CSM coordinates with the broader Client Support, Product and technology teams as an advocate for the clients and ensuring high service levels for these clients are maintained. The CSM partners with the Relationship Managers and Client Support teams to ensure voices of clients are provided back internally and that regular service reviews are conducted with the client to present metrics associated with the GTR services and that they are tracked and led accordingly. The CSM provides a customer concern path for the client to the relevant areas at DTCC (Client Support, Connectivity, Product, UAT, Billing etc).

Your Primary Responsibilities:

• Identify, establish and pro-actively lead client relationships with key contacts, promotes MyDTCC to client, educating client in applying DTCC products and improve DTCC client service experience.
• Act as the client’s primary point of contact for Client Support squads and accountable for the prioritization, customer concern and eventual resolution of all issues that arise during a project and/or compliance life cycle
• Accountable for analyzing, tracking and presenting client queries related to DTCC Product functionalities, transmission, submission and reporting requirements.
• Conduct regular client meetings to review their open issues and other DTCC Product related project or compliance dedication.
• Provide feedback in periodic cross-functional project team meetings to ensure project strategy and operational risk are reviewed and addressed.
• Ability to collaborate with regional & distributed team members, DTCC learning and Marketing to promote awareness of client requirements and expectations.
• Identify and implement solutions based on feedback and recommendations from Client Service representative’s meetings with client with focuses on operations effectiveness.
• Establish and improve working methodology with product & product delivery management in prioritizing client’s defects and issue management.
• Lead and be responsible for client issues prioritization and communications with distributed team members and external clients.
• Drive and lead communication of changes that have come about as a result of regulatory & industry activity.
• Establish a client service satisfactory methodology to assess and improve client satisfaction rate with DTCC Product Services.
• Effectively lead multiple technical relationships and projects simultaneously.
• Supplies to activities related to audits and risk management, and business continuity as needed.
• Assists management on routine product development in functional system testing as needed.
• Assist with other miscellaneous duties as requested by the management.
• Ensures strict adherence to procedures and critical time frames.
• Aligns risk and control processes into day to day responsibilities to supervise and mitigate risk; calls out appropriately.
• Adhered to DTCC staff code of conduct and business mandatory training requirement.
• Aligns risk and control processes into day to day responsibilities to monitor and mitigate risk; brings up appropriately.

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Talents Needed For Success

• Minimum of 4 years of related experience
• Bachelor's degree preferred or equivalent experience
• Excellent communication (verbal and written) in English.
• 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 high-volume environment requiring tactical and long-term solution.
• Ability to identify processing risks and capture any “red flags”, and to communicate with staff, senior management, and customers.
• Must have knowledge in Global Trade Repository; in Repository and Derivatives Services

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.