Client Account Services Director (1pm-9pm Shift)

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
• Pension
• 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 Account Services (CAS) team plays a key part in the client onboarding process for nearly every DTCC business line, but is primarily focused on non-RDS services (Repository & Derivatives Services). The role involves overseeing a team that works with clients on collecting necessary onboarding documentation, conducts AML (Anti-Money Laundering) and KYC (Know Your Customer) checks and performs account activations, and handles any lifecycle changes to the client accounts within the DTCC internal systems.

Your Primary Responsibilities:

• Translates organizational goals into specific objectives for the function.
• Provides input to functional strategy and leads the strategic direction.
• Determines, evaluates, and modifies goals as needed to meet the strategic needs.
• Creates and maintains Team Book of Work and foresees resource demand needs.
• Leads new initiatives and ensures team’s operational readiness to support new requirements and product offerings.
• Conduct capacity planning assessment and make recommendations on staffing and location.
• Continuously revise KPIs and KRIs to maximize client experience.
• Review regularly client feedback, identify knowledge gaps and training needs.
• Utilizes 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.
• Ensures procedures and user guides are up to date and the team strictly adheres to them.
• Mitigates risk by spotting key errors and demonstrating strong ethical behavior.
• Drives audit review readiness and represents the function in internal and external audits.
• Develops controls and monitor adherence to risk management protocols, including management testing of key controls.
• Owns Business Continuity Plans and effectively coordinates operations and client support in the event of crisis.
• Ensures any client facing documentation is accurate.
• Demonstrates influence and visibility by representing the function in key events with internal and external stakeholders.
• Connects with initiatives outside immediate function to explore best practices and demonstrate enterprise leadership.
• Collaborates with other functions and departments to implement process efficiencies and improve client experience.
• Additional ad hoc responsibilities as may be required.

Qualifications:

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

Talents Needed for Success:

• Proven track record in managing complex client relationships with a strong focus on delivering a seamless, client-centric experience through clear expectation-setting and proactive issue resolution.
• Exceptional verbal and written communication skills, with the ability to clearly convey legal and business concepts to a wide range of internal and external stakeholders.
• Skilled at leading through high-pressure situations and ambiguity, ensuring continuity, clarity, and timely resolution during critical incidents.
• Experienced in managing and developing globally distributed teams across all levels of seniority, with a focus on talent development, team cohesion, and performance elevation.
• Adept at guiding cross-functional teams—including senior stakeholders—through complex business challenges and enterprise-level incident response, ensuring alignment and execution across regions.

Note this role comes with an attractive shift allowance of £5500 per annum.

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.