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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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