Client Support Operations Director

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're 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.

Pay and Benefits:

• Competitive compensation, including base pay and annual incentive
• Comprehensive health and life insurance and well-being benefits
• Pension
• 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 of your choosing)

The Impact you will have in this role:

The Client Support Operations Director manages the systems, workflows, data, and governance processes that enable consistent, resilient, and scalable service across DTCC Client Support teams. 

Working within established Client Support strategic priorities, the Director manages integrated channel strategy implementation, including digital self-service and AI-enabled support, along with capacity-planning processes, reporting, controls, and service improvements. The role partners across Operations to advance common servicing practices. 

Your Primary Responsibilities:
 

Client Support Operational Strategy & Operating Model

• Implement and improve the Client Support operating model across products, locations, shifts, and phone, digital, and AI-enabled channels, aligned with priorities. 
• Maintain agreed operational standards, governance processes, responsibilities, and escalation frameworks. 
• Assess support and resource needs for business, regulatory, and technology changes; recommend improvements that balance client experience, resilience, risk, and cost. 
• Translate agreed priorities into action plans, coordinate delivery, and report progress, risks, and outcomes. 

Client Servicing Best Practices & Standards

• Develop and promote common servicing standards for case and inquiry management, communications, responsiveness, escalation, quality, and service performance.
• Partner with operational leaders to standardize and scale effective practices while accommodating business, product, and client-segment needs.
• Address service inconsistencies through cross-functional improvements and sharing of best practices and lessons learned.

Workforce & Capacity Management

• Establish and manage capacity-planning and workload-to-FTE processes to support leadership resource decisions.
• Maintain methodologies for assessing staffing needs and minimum coverage based on workload, service levels, complexity, and risk; support leadership review and approval.
• Manage capacity monitoring and reporting, including consistent data, assumptions, and review cycles.
• Provide analysis and recommendations for staffing optimization, workforce planning, budgeting, organizational design, and resource allocation.

Operational Performance & Management Information 

• Maintain metrics, dashboards, and reporting on service levels, volumes, responsiveness, backlog, demand, productivity, and emerging issues, including digital and AI channel adoption, effectiveness, and handoffs.
• Promote consistent measurement across Operations to identify trends, risks, service gaps, and improvement opportunities.
• Translate service and operational data into concise insights and recommendations for senior leadership.

Process Excellence, Automation & Transformation

• Simplify, standardize, automate, or eliminate inefficient processes, and scale repeatable solutions across servicing teams.
• Partner with Technology and business teams to implement digital self-service, AI-enabled support, workflow automation, and analytics as integrated elements of the support channel strategy.
• Implement and oversee an integrated support channel strategy spanning phone, digital, self-service, and AI-enabled support, with clear routing and handoffs to support teams. Periodically test functionality, including phone call trees, MyDTCC “Report an Outage,” and digital and AI-enabled support capabilities.
• Use inquiry, case, and channel data to address root causes, reduce repeat contacts, and identify digital and AI opportunities; prioritize improvements by client impact, risk, efficiency, and scalability.

Operational Risk, Controls & Resilience 

• Maintain common risk, control, and resilience processes aligned with established frameworks, with each Client Support Director responsible for control execution and operational resilience within their aligned support area.
• Oversee process alignment across support areas, including risk identification, procedures, preventive controls, and escalation practices for manual, digital, and AI-enabled support, with attention to accuracy, data protection, and human oversight.
• Consolidate risk, control, resilience, and remediation status for transparent leadership reporting and escalation; partner with control functions on consistent assessment practices while aligned Client Support Directors own area-level assessments and remediation.

Change & Operational Readiness

• Maintain a common operational readiness process for new products, platform changes, regulatory mandates, and major releases, with each Client Support Director responsible for readiness execution within their aligned support area.
• Oversee process alignment across support areas, ensuring readiness reviews consistently address staffing, training, procedures, communications, escalation paths, controls, and support models, including testing and human handoffs for digital and AI-enabled channels.
• Consolidate readiness status, risks, dependencies, and outstanding actions for transparent leadership reporting and escalation; track area-owned hypercare and post-implementation readiness outcomes, and incorporate lessons learned into the common process.

Client Experience & Service Excellence 

• Maintain common processes for reviewing inquiries, escalations, feedback, and service data, with each Client Support Director responsible for client experience and servicing improvements within their aligned support area.
• Oversee alignment of improvement and measurement practices across support areas; consolidate client friction, improvement actions, and outcomes for transparent leadership reporting, and facilitate cross-functional efforts while aligned Directors own area-level delivery.

Leadership & Cross-Organizational Influence

• Set clear objectives and expectations for assigned teams and initiatives; delegate effectively, monitor delivery, and hold teams accountable for quality, controls, and outcomes.
• Coach and develop team members, provide timely feedback, and foster collaboration, inclusion, and continuous improvement.
• Exercise sound judgment within delegated authority, manage competing priorities, and escalate material risks, resource constraints, and decisions requiring senior leadership approval.
• Build partnerships across Enterprise Client Operations, Enterprise Business Operations, Asset Services Operations, Technology, Product, Risk, Finance, and other functions.
• Coordinate cross-functional initiatives and influence adoption of servicing standards without direct management authority. 
• Engage operational leaders and subject-matter experts to share practices and develop recommendations on service performance, capacity, risk, investment, and transformation.

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

Qualifications:

• Minimum of 10 years of related experience
• Bachelor's degree preferred or equivalent experience

Talents Needed For Success:

Required

• Leadership experience in client support, operations, service management, financial services, or a related environment, including coaching and developing teams, delegating work, and driving accountable delivery.
• Experience implementing and improving complex servicing operating models, standards, and governance across teams.
• Strong experience managing workforce-planning, capacity, performance-reporting, and process-improvement methodologies.
• Ability to deliver transformation and continuous improvement across organizational boundaries and influence senior stakeholders without direct reporting authority.
• Strong understanding of operational risk, controls, resilience, and business continuity.
• Strong data analysis, executive communication, stakeholder management, and change-leadership skills.

Preferred

• Experience in financial services, market infrastructure, securities processing, or other highly regulated environments.
• Experience with globally distributed or 24x7 service models.

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

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.

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.

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