Description

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:

As a member of the Client Support team, the Client Support Team Lead is a functional role providing day-to-day oversight, perform daily service level agreement review, conduct control monitoring activities and responsible for staff development, coaching, and performance management. The role plays a key partnership with Product, Business and Technology in delivering and implementing client projects. Po-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 the User Acceptance Testing team to ensure end to end excellent client experiences. The role is act as the point of escalation for both internal & external stakeholder, collaborate across different DTCC business lines through building rapport and develop relationships with internal and external partners, with strong understanding of DTCC business and demonstrate ownership and accountability for client support.

Your Primary Responsibilities:

• Coordinate and plan workforce arrangement to support day-to-day productivity.
• Ensure sufficient overage across client support hotlines and case management to meet service level agreement.
• Prioritize and review escalated queries are being address timely by internal stakeholders.
• Maintains working relationship with client, monitoring of escalated cases / response any negative feedback by clients and conduct calls back and individual coaching where necessary
• Coordinate and distribute client notifications with relevant business and management approval to inform of system downtimes, service disruptions or proactive client outreach.

**NOTE: The Primary Responsibilities of this role are not limited to the details above. **

Qualifications:

• Bachelor's degree preferred but not essential
• Minimum of 4 years’ experience

Talents Needed For Success:

• Excellent communication (verbal and written)
• Strong interpersonal and listening skills, ability to work in global setting.
• Experienced in Customer Service Skills and relationship management
• Excellent decision-making skills, especially in a high-volume environment requiring tactical and long-term solution.
• 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!

Note this role comes with an attractive shift allowance of £4000 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.