Client Support Director

2 weeks ago

Manila, National Capital Region, Philippines DTCC Full time
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 aim to make a real impact. We develop 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:

The Client Support organization 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 collaborators by delivering superior client service. This Client Support Director role is responsible for building a client support team aligned to the Clearing & Securities Services business as part of a larger Client Support organization.

Your Primary Responsibilities:

  • Oversees the daily operations of the team and serves as point of escalation for client issues.
  • Translates organizational goals into specific objectives for the team; provides clarity on mission and vision to the team.
  • Demonstrates commitment 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 enhance 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 collaborators.
  • Applies management reports and metrics to track 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 standard processes. 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 visibility by representing the function in key events with internal and external team members.
  • Collaborates with other functions and departments to implement process efficiencies and improve the client experience.
  • Establishes new process workflows covering case management and appropriate critical issue channels (e.g., Technology, Business, Risk).
  • Works with Technology development teams to enhance 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.

Qualifications:

  • Minimum of 10 years of related experience
  • Bachelor's degree preferred or equivalent experience

Talents Needed for Success:

  • 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.

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