Client Connectivity Services Team Manager (US Shift)

DTCC Job Opportunity

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 Client Connectivity Services Team, this role is responsible for the day-to-day activities linked to DTCC internal and external clients objectives across all product lines. This includes directing personnel, team morale and resource management responsibilities. Requires a solid understanding of various business lines, and an ability to provide innovative solutions to business problems. Responsible for including but not limited to the following:

• Support off-hour escalations
• Disaster Recovery activities
• Post deployment application check-outs
• Potential to work holiday and weekends as necessary
• Shift coverage when necessary due to team absences

Your Primary Responsibilities:

• Understands the end-to-end Connectivity lifecycle for all protocols and network types and be able to perform the groundwork where required
• Utilize dashboards and 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
• Serve as an escalation point of contact for outages and Major Incident events.
• Mitigates risk by following established policies and procedures, monitoring controls, performing management control testing, spotting key errors, escalating issues, and supporting positive relationships with key internal/external clients and partners
• Contributes to audit review readiness and represents the function in internal and external audits
• Implements business continuity and disaster recovery directives
• Develop, communicate and ensure team adherence to department risk policies, procedures and best practices. Accountable for independent completion of plans, policies and procedures. Collaborate with leadership to ensure proper implementation of controls.
• Drives department projects, ensures proper tracking and reporting on progress and acts as a point of escalation for stakeholders. Helps organize personal and team capacity and works to meet department/squad objectives & goals
• Analyzes and proposes improvements to automated and manual processes. Collaborates with other functions and departments to implement process efficiencies and improve client experience.
• Represent the department at various project meetings.
• Sets timelines, expectations and proactively negotiates within direct and broader team
• Understands strengths/ development areas of self and team/squad to drive performance and collaboration. Proactively provides & solicits constructive feedback
• Contributes to the development of new strategies. Helps execute and is accountable for departmental/ tribe objectives and team/ squad goals
• Develops talent for current and long-term department needs and opportunities; seeks out opportunities to serve as a mentor and ally to junior employees
• Provides support over weekends and public holidays as required.
• Additional ad hoc responsibilities may be required
• Mitigates risk by following established procedures and monitoring controls, spotting key errors and demonstrating strong ethical behavior.

Qualifications:

• Minimum of 5 to 8 years of related experience
• Bachelor's degree preferred or equivalent experience

Talents Needed for Success:

• Demonstrated PC literacy and ability to work with desktop software
• Ability to manage multiple priorities across varying functions and locations
• Proven ability to synthesize detail and information related to day-to-day operations into the presentation of key points and trends
• Strong project management and organizational skills
• Ability to perform business process analysis and create efficient solutions

DTCC proudly supports Flexible Work Arrangements favoring openness and gives people freedom to do their jobs well, by encouraging diverse opinions and emphasizing teamwork. When you join our team, you'll have an opportunity to make meaningful contributions at a company that is recognized as a thought leader in both the financial services and technology industries. A DTCC career is more than a good way to earn a living. It's the chance to make a difference at a company that's truly one of a kind.

Learn more about Clearance and Settlement by clicking here.

Enterprise Services comprises of multiple business platforms including Client Services, Global Business Operations, Business Architecture, Data Strategy and Analytics, and Digital Services, which report into the Chief of Enterprise Services.

These grouped platforms enable the business to optimize delivery for clients, generate efficiencies and resilience, and enable consistency in the business digitization strategy, processes and end-to-end best practices.

8F V-Corporate Center, Makati City, 1227, PH