Service Delivery Director
Company: DTCC
Location: Jersey City
Posted on: May 11, 2022
Job Description:
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 annual
incentive
- Comprehensive health and life insurance and well-being
benefits, based on location
- Pension
- Paid Time Off and other leave of absence
- Flexible/Hybrid Work Arrangements Why you'll love this job: The
Client Support organization provides technical and business support
for clients and acts as the primary communication channel with
clients in the event of a disruption or degradation of service. A
key member of DTCC's Client Support organization, the Service
Delivery Director plays a critical role in ensuring that support is
seamlessly delivered to clients across business lines with
responsibilities such as ensuring the Voice of the Client is
incorporated into issue analysis and resolution, communicating to
collaborators during incidents, and supporting SLA and KPI
management. The Service Deliver Director serves as a formal conduit
between Client Support and internal customers groups by escalating
issues, championing process improvements, and instilling a
discipline of constant process improvement and service excellence.
The Service Delivery Director plays a vital role in improving the
user experience by ensuring the smooth delivery of services that
meet and exceed client demands. The SDM is encouraged to identify
client issues and needs by maintaining positive relationship with
clients and internal customers, particularly in Relationship
Management, Product Management and Technology. This role is best
suited for someone who is high energy, works well under pressure,
possesses excellent leadership and interpersonal skills and who is
passionate about service excellence. Your Primary Responsibilities:
- Taking ownership of client-impacting incidents, coordinating
with resolver groups, and establishing effective communication
between internal and external customers.
- Serving as a point of escalation for the Client Support team
during critical issues and outages
- Establishing and maintaining incident management "muscle
memory" for Client Support across the business lines
- Bringing the Voice of the Client into the Incident
Post-mortems
- Establishing and maintaining Client Support incident management
procedures aligned to incident management policies
- Establishing effective and consistent communication between
internal partners and client throughout the incident and client
support lifecycle
- Implementing a consistent incident management team globally
across business lines
- Analyzing metrics and processes for optimization; recommending
methods of improvement and seeing that actions are implemented
timely
- Maintaining commitment levels for service-related processes and
implementing improvement activities wherever vital
- Ensuring that systems, procedures, and methodologies are in
place to support extraordinary service delivery
- Providing requirements to Product Management and Technology for
tool improvements
- Building strong relationships with teams and partners to enable
effective dialogue exchange between departments
- In-depth analysis of data and Voice of the Client to drive
requirements for process improvement
- Ensuring consistent communication channels and ongoing
maintenance and health of key Client Support processes
- Translating the corporate and departmental vision, goals and
objectives concerning service quality and client communications to
(and beyond) the broader Client Service organization.
- A strong focus on enterprise leadership working collaboratively
across multiple teams to deliver customer focused outcomes to
service issues.
- Mitigates risk by following established procedures, spotting
key errors and demonstrating strong ethical behavior. **NOTE: The
Primary Responsibilities of this role are not limited to the
details above. ** Talents Needed for Success:
- Minimum of 10 years of related experience
- Bachelor's degree preferred or equivalent experience 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. 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.
Keywords: DTCC, Jersey City , Service Delivery Director, Executive , Jersey City, New Jersey
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