Client Service Manager

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 are committed to helping our employees grow and succeed. We believe that you have the skills and drive to make a real impact. We foster a thriving internal community and are committed to creating a workplace that looks like the world that we serve.

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.

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:

Being a member of the DTCC Client Support team, the Client Service Manager (CSM) role 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 managed accordingly. The CSM provides an escalation path for the client to the relevant areas at DTCC (Client Support, Connectivity, Product, UAT, Billing etc). The CSM will add value proactively by understanding the client's regional reporting activities, and acts as a coordination point for these clients for all their detailed GTR reporting requirements. The CSM will also be aware of global projects and changes that would impact the clients locally and provide feedback to Product team from client's perspective. The CSM will also partner with Client Support and Product Management teams to enhance client's reporting performance metrics through data analysis and understanding client's submission behavior. The CSM is also expected to actively participate and contribute to the Case Management Squad (CMS) as a squad member as part of the Enterprise Agile way of working, to help achieve Objectives Key Results (OKRs) set out by the Tribe Leader. This involves monitoring the Kanban dashboard, ensuring all CMS cases escalated to Level 2 support for APAC jurisdictions are analyzed on a timely basis. The squad also works closely with the various teams to help get CMS cases resolved as soon as possible. Expectations include ability to build rapport and develop relationships with both internal and external partners in order to understand clients' issues and accurately represent these to the relevant internal parties. The role also leverages these relationships to proactively understand clients' OTC derivatives reporting and middle office infrastructure and workflows to better provide resolutions to clients.

Your Primary Responsibilities:

• Identify, establish and pro-actively manage client relationships with key contacts, promotes MyDTCC to client, educating client in utilizing DTCC products and enhance DTCC client service experience.
• Act as the client's primary 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.
• Conduct regular client meetings to review their open issues and other DTCC Product related project or compliance commitment.
• 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 & global stakeholders, 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 global stakeholders 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.
• Successfully manage multiple technical relationships and projects simultaneously.
• Contributes 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 monitor and mitigate risk; escalates appropriately.
• Adhered to DTCC staff code of conduct and business mandatory training requirement.

Qualifications:

• Minimum of 4 years of related experience
• Bachelor's degree preferred or equivalent experience

Talents Needed for Success:

• Excellent communication (verbal and written) in English. (some positions may require a particular language as per the client base supported)
• 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.

The salary range is indicative for roles at the same level within DTCC across all US locations. Actual salary is determined based on the role, location, individual experience, skills, and other considerations. 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.