Client Connectivity Services Team Manager (EMEA Shift)
Manila City, Metro Manila
Permanent
Full-time
1 month ago
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 The Client Connectivity Services Team Manager 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 critical issues 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 Managing a team of client facing connectivity migration specialists with a focused mentality on driving large numbers of clients to successfully migrate to new connectivity methods within deadlines Oversight and ownership of all team migration work at a project and individual client level. Supporting the team and joining client calls to drive project success regularly as the first point of escalation for the team Understands the end-to-end Connectivity lifecycle for all protocols and network types and be able to perform the groundwork where required Use dashboards and continuously revise important metrics and KRIs to improve client experience. Review regularly client feedback, identify knowledge gaps and training needs. Uses 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 dedication Serve as a critical issue 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, advancing 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 standard methodologies. 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 collaborators. 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 implement 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. **NOTE: The Primary Responsibilities of this role are not limited to the details above. ** Qualifications Minimum of 8 years of related experience Bachelor&aposs degree preferred or equivalent experience Talents Needed For Success Demonstrated PC literacy and ability to work with desktop software Ability to lead multiple priorities across varying functions and locations Shown 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 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. Show more Show less