Client Service Team Leader

3 days ago

Wrexham, United Kingdom DTCC Full time

**Are you ready to explore a world of possibilities?**

Join our DTCC family, and you’ll grow your expertise and become the best version of you. As you embark on a new journey, you’ll be supported and surrounded by other professionals as you learn new skills, advance your career, and see the impact of your efforts every day.

**Pay and Benefits**:

- Competitive compensation, including base pay and bonus
- Comprehensive health and life insurance and well-being benefits
- Pension
- Paid Time Off and other leave of absence
- **Flexible/Hybrid Work Arrangements**

**Why You Will Love This Job**:
This role focuses on client service support for Global Trade Repository (GTR) and Repository and Derivatives (RDS) Plus: DTCC Report Hub services. The key objective is to manage client support queries in an accurate and timely manner and achieve Business targets. The Team lead is expected to provide guidance and coaching to the teams, in order to successfully support client service related queries for Global Trade Repository (GTR) Derivates, Global Trade Repository (GTR), Securities Financing Transactions Regulation ( _SFTR _) and Repository and Derivatives (RDS) Plus. The role acts as single point of contact for Repository and Derivatives (RDS) clients and is expected to coordinate client support with EAS, Vertical Squads and internal teams to successfully support client queries on the Repository and Derivatives (RDS) platform. The role also requires collaboration with global Repository and Derivatives (RDS) teams to ensure client queries are handled in line with case management expectations.

**Your Responsibilities**
- Leading and supporting a team who is responsible for Client Support
- Balance and allocate resource in covering client queries, hotline, and portal generated queries, ensure zero abandon calls during covered shift
- Act as the escalation support for the function, ensure client escalation is managed and resolved in a timely manner / SLA.
- Establish daily, weekly, and monthly KRI & KPI stats to identify any key risk / aged client queries.
- 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.

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

**Talents Needed for Success**:

- Minimum of 5 years of related experience
- Bachelor's degree preferred with Masters or equivalent experience
- Strong Client focused experience working in the financial or professional services industry.
- Experienced leader who has been working with global teams setting
- Strong Client facing communication skills, both written and verbal
- Experience in client management and working with multiple stakeholder relationship.
- Great interpersonal skills with ability to lead effectively in a team environment.

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

**Who We Are**:
DTCC is the heart of the post-trade market infrastructure for the global financial services industry. From 21 locations all over the world, 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. In 2020, DTCC’s subsidiaries processed securities transactions valued at more than U.S. $2.3 quadrillion.

**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.

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.

The Chief Client Office (CCO) is focused on providing a consistent Client Experience across all busines

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