Senior Client Service Manager in London

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 foster 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
• 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 of your choosing)

The impact you will have in this role:

Being a member of the Client Support team, the Senior Client Service Manager role is responsible for exceptional client service to DTCC Clients by working with internal teams to resolve client inquiries in the most accurate, professional, and timely manner. As part of the Case Management squad, this role works directly with DTCC Clients to understand client issue trends and provide detailed resolution and implement strategic solutions. The role requires expert coordination with internal stakeholders as a client advocate and ensuring quality service delivery. The individual will conduct regular service reviews with clients to discuss support services and act as Client's escalation path to the relevant areas at DTCC (i.e., Client Support, Connectivity, Product, UAT, Billing). The role plays a key partnership with Client, Product, Business and Technology in delivering and implementing projects. Pro-actively coordinate necessary actions in a timely manner with other teams such as Product, Technology, Project and Release management, Risk management, Legal and Compliance, Onboarding/Integration, and Client Support teams to ensure end-to-end excellent client experience. The role acts as the point of escalation for both internal & external stakeholders, collaborates across different DTCC business lines through building rapport and developing relationships with internal and external partners. The role requires strong understanding of DTCC business and must demonstrate ownership of and accountability for client Support for DTCC Services.

Your Primary Responsibilities:

• Establish and pro-actively handle client relationships with key contacts, promote MyDTCC to client, educating client in applying the Global Trade Repository (GTR) and enhance DTCC client service experience.
• Build, package and present Client data information and trend analysis to client through performance and service metrics review meetings.
• Conduct regular client service reviews to resolve open issues, enhance client knowledge and share opportunities for independent resolution of common queries.
• Accountable for analyzing, tracking, and communicating client queries related to DTCC Product functionalities, transmission, submission, and reporting requirements.
• Contribute to Client Case Management Squad Objectives and identify continuous improvement initiatives to meet Tribe’s key results objectives.

Qualifications:

• Bachelor's degree preferred or equivalent experience

Talents Needed For Success:

• Minimum of 6 years of related experience
• 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 along with excellent decision-making skills, especially in a high-volume environment requiring tactical and long-term solution.
• Experienced in Customer Service Skills and relationship management
• Ability to identify processing risks and capture any “red flags”, and to communicate with staff, senior management, and customers.

We offer top class training and development for you to be an asset in our organization! 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.