Client Account Services Team Manager (4PM to 1AM Shift)

Job 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 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.

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).

• Lead several teams of Client Account Services resources
• Act as a point of escalation for your teams as they support client inquiries, document management, and system-of-record (e.g., Masterfile) changes for client lifecycle activities while also performing quality and validation checks on the work done by the team
• Act as a "change agent" by proactively identifying and championing opportunities to enhance existing processes and tools
• Be a "go-to" resource for more junior Client Account Services team members by providing effective guidance and feedback; tactfully resolve disputes and differences of opinion and ensure all voices are heard
• Oversee all performance management lifecycle activities for direct reports and the larger team to ensure proper and continuous talent development and compliance with organizational policies
• Actively and effectively contribute to the setting and tracking of team goals, objectives and performance metrics
• Be recognized as a lead partner with various internal teams (for example, Relationship Management) by ensuring that all onboarding and lifecycle activities occur seamlessly and meet stakeholder expectations
• Perform quality checks on the various anti-money laundering (AML) and know-your-customer (KYC) validations conducted by the team to support new onboardings and regular refreshes
• Review reporting compiled by the team prior to submission to internal stakeholders, senior leadership, and auditors/regulators
• Act as a project lead on new product initiatives that intersect with client account onboarding and lifecycle processes
• Experience successfully leading multiple teams, including setting team goals, evaluating performance, and enhancing existing processes
• Ability to function in a fast-paced, high-pressure client-facing environment
• Pay close attention to detail with a knack for identifying process and operational risks
• Ability to collaborate effectively to get things done, building and nurturing strong relationships both with internal partners and clients
• Strong technical skillset, including the mastery of DTCC's CRM tool (Salesforce), back-end systems, etc.
• Mitigates risk by following established procedures and monitoring controls, spotting key errors and demonstrating strong ethical behavior.

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

• Demonstrates advanced expertise in the processes, tools and systems that underpin DTCC's account lifecycle; able to see the "big picture" and understand how processes connect with up- and down-stream functions
• Serves as a trusted coach/mentor within the organization
• Sets clear accountabilities for identifying and managing risk and mitigating negative outcomes
• Goes above and beyond by investing his/her energy to realize team/department goals; is quick to mobilize leaders to act on critical initiatives
• Adapts presentation and communication style to fit the audience