connectivity client service Team LeadDTCC

Job Description:
Position Title: Connectivity Client Service Team Lead (US Shift)
Why You Love This Job:
Being a member of the Connectivity Client Service Operations role works with DTCC clients in providing an integrated, fast, secure, and cost-effective set of transfer options that are available to all lines of business when there is a need to transfer data to or receive data from external customers and vendors. You will partner with lines of the business to select transfer methods tailored to meet their business requirements and securely exchange data, following corporate and industry standards. You will execute routine and complex tasks and will be expected to deliver excellent client experience through projects roll out.
Your Responsibilities:
Ensure sufficient resource allocation in covering client queries via hotline, email and web portal.
Act as the escalation support for the function, ensure client escalations are managed and resolved in a timely manner.
Complete independent analysis and provide on-going coaching to the teams on effective & efficient solution management.
Regularly review function controls inventory and complete daily/ weekly / monthly control task in the required timeframe.
Review negative client survey response / KRI cases, identify knowledge and training needs, facilitate delivery of training.
Ensures that procedures are up to date, the team strictly adheres to procedures and complecritical time frames on internal business SLAs.
Establish daily, weekly and monthly KRI & KPI stats to identify any key risk / aged client queries.
Oversee and perform management testing on a regular basis.
Lead new initiatives with global and regional stakeholders, identify resource pool, training requirements and processing risks.
Actively engage and improve knowledge database using Knowledge Centered Service (KCS) by reviewing and/or modifying knowledge articles.
Conduct and complete performance management on a regular basis, drive high performance and build capability.
Contribute to internal projects & Audit when required by management
Aligns risk and control processes into day to day responsibilities to monitor and mitigate risk; escalates appropriately
**NOTE: Responsibilities of this role are not limited to the details above. **
Talents Needed For Success:
Minimum of 6 years of related experience.
Strong communication skills (oral and written) and customer service skills.
Experience in leading team and managing global team setting
Well organized, able to set priorities, and achieve goals
Proven ability to prioritize, meet deadlines, identify processing risks and to communicate with staff, senior management, and customers
Minimum of 3 years of related experience
Bachelor's degree preferred
With over 45 years of experience, DTCC is the premier post-trade market infrastructure for the global financial services industry. From operating facilities, data centers and offices in 16 countries, DTCC, through its subsidiaries, automates, centralizes and standardizes the processing of financial transactions, mitigating risk, increasing transparency and driving efficiency for thousands of broker/dealers, custodian banks and asset managers. Industry owned and governed, the firm simplifies the complexities of clearing, settlement, asset servicing, data management, data reporting and information services across asset classes, bringing increased security and soundness to financial markets. In 2018, DTCC's subsidiaries processed securities transactions valued at more than U.S. $1.85 quadrillion. Its depository provides custody and asset servicing for securities issues from 170 countries and territories valued at U.S. $52.2 trillion. DTCC's Global Trade Repository service, through locally registered, licensed, or approved trade repositories, processes over 14 billion messages annually. To learn more, please visit us at or connect with us on , , and
About Us: About DTCC
DTCC safeguards the financial markets and helps them run efficiently, in times of prosperity and crisis. We are uniquely positioned at the center of global trading activity, processing over 100 million financial transactions every day, pioneering industry-wide, post-trade solutions and maintaining multiple data and operating centers worldwide. From where we stand, we can anticipate the industry's needs and we're working to continually improve the world's most resilient, secure and efficient market infrastructure. Our employees are driven to deliver innovative technologies that improve efficiency, lower cost and bring stability and certainty to the post-trade lifecycle.
Our work environment favors 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.
About the Team:
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.
The Derivatives Services Client Support Team looks after client queries for two platforms -TIW (Trade Information warehouse) and GTR (Global Trade Repository).
TIW provides payment calculation, settlement, post trade event processing and public reporting for Credit Default Swaps. GTR is a trade repository providing industry solution for Over The Counter (OTC) Derivatives and Exchange Traded Derivatives (ETD). GTR supports all asset classes - Rates, Credit, Foreign Exchange, Equity and Commodities reporting as well as Collateral and Valuation reporting. The GTR spans three continents, enabling users to meet their regulatory reporting obligations across the globe, in an open, cost effective and efficient manner via a single platform. It is essential for managing systemic risk and providing regulators with unprecedented transparency into the market.
DTCC

Philippines
Permanent
Full-time