Client Service Team Lead

Business Unit Description


The Repository Derivatives Services (RDS) Client support functions provide global client support for GTR (Global Trade Repository) .

GTR is a trade repository providing industry solution for Over the Counter (OTC) Derivatives and Exchange Traded Derivatives (ETD). GTR supports all asset classes – Rates, Credit, Foreign Exchange, Equity and Commodities reporting as well as Collateral and Valuation reporting. The GTR spans three continents, enabling users to meet their regulatory reporting obligations across the globe, in an open, cost effective and efficient manner via a single platform. It is essential for managing systemic risk and providing regulators with unprecedented transparency into the market.


Position Summary


This role is to provide leadership and direct management to the client support function that focuses on client account & billing set up for Repository Derivatives Services. The key objective is to manage and monitor the day to day activities, ensure the teams are capable and taking ownership in completing client account set up and billing profile in accurate and timely manner set by Business. Team lead is expected to provide guidance and coaching to the teams in order to successfully support client onboarding and billing related queries.


The role is act as the point of escalation for both internal & external stakeholder on RDS client services and is expected to coordinate Client onboarding & Billing management with Sale & Relationship management and internal teams to successfully onboard client onto RDS platform. 

Client Onboarding & Billing functions require to support client account & billing reconciliation, ensure profile and invoice distribution is accurately set up.


The role also requires collaboration with global RDS teams to ensure client onboarding & billing are completed in a timely manner. Global collaboration is one of the DTCC key values in diversity and inclusion culture.


Specific Responsibilities


  • Leading and supporting a team who is responsible for Client Onboarding, account and billing set up maintenance
  • 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 need, facility and delivery of training.
  • Ensures strict adherence to procedures and critical time frames on internal business set SLA.
  • Monitor and provide coaching in maintaining high quality of accuracy in set up and amendments to existing Client account additions, terminations, mergers, name changes and billing information.
  • Lead new client onboarding initiatives with global and regional stakeholders, identify resource, training and processing risk to business and RDS management to support implementation of changes.
  • Partnership with internal teams on new initiatives updates from client onboarding and outreach activities. 
  • Conduct and complete performance management in a regular basis for high performance and building capability.
  • Partnership and Coordinate with RDS client support function to ensure client transition & handover successfully from onboarded to production.
  • Align risk and control processes into day to day responsibilities, identify and adherence to internal risk management process.
  • Participate proactively in team/squad/tribe meetings, identify and suggest process improvements that increase organizational efficiency and maximize client experience.
  • Actively engage and improve knowledge database using Knowledge Centered Service (KCS) by reviewing and/or modifying knowledge articles.
  • Monitor and meet SLA on Global Verification and Approval process for new Client onboarding, amendments and billing.
  • Contribute to internal projects & Audit when required by management  
  • Identify and ensure all changes are communicated and documented in global standard procedures
  • Proactively share best practices and support the global client service teams in managing client queries and ad-hoc task.


Leadership Competencies for this level include


  • Accountability: Demonstrates reliability by taking necessary actions to continuously meet required deadlines and goals.
  • Global Collaboration: Applies global perspective when working within a team by being aware of own style and ensuring all relevant parties are involved in key team tasks and decisions.
  • Communication: Articulates information clearly and presents information effectively and confidently when working with others.
  • Influencing: Convinces others by making a strong case, bringing others along to their viewpoint; maintains strong, trusting relationships while at the same time is comfortable challenging ideas.
  • Innovation and Creativity: Thinks boldly and out of the box, generates new ideas and processes, and confidently pursues challenges as new avenues of opportunity.




·         Minimum of 5 years of related experience

·         Bachelor's degree preferred

  • Strong Client focused experience working in the financial or professional services industry.
  • Experience 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.
  • Well organized, able to set priorities, and achieve goals
  • Proven ability to prioritize, meet deadlines, identify processing risks and to communicate with staff, senior management, and customers




About DTCC


With over 40 years of experience, DTCC is the premier post-trade market infrastructure for the global financial services industry. From operating facilities and data centers around the world, DTCC automates, centralizes, and standardizes the processing of financial transactions across the trade lifecycle and mitigates risk for thousands of institutions worldwide.

At DTCC we value on our clients' interests and partner to deliver superior results with excellence and innovation and lead with integrity. We proactively develop your potential and invest in your career.


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