Client Onboarding 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 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.

Enterprise Services comprises of multiple business platforms including Client Services, Global Business Operations, Business Architecture, Data Strategy and Analytics, and Digital Services, which report into the Chief of Enterprise Services. These grouped platforms enable the business to optimize delivery for clients, generate efficiencies and resilience, and enable consistency in the business digitization strategy, processes and end-to-end best practices.

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 Onboarding Director will be primarily responsible for redesigning the client onboarding experience from lead generation through account activation. The Director will be working with internal teams to ensure that all client onboarding touchpoints on the public website and relevant portals are simplified, intuitive, add value and ensure that clients have all the resources needed to manage their onboarding journey efficiently. This leadership role oversees performance and risk metrics and implements standards across the client onboarding operating model. The Director will work with internal client operations teams to implement an accurate and timely process with seamless handoffs. The Director defines and executes strategic organizational goals and works with leadership to ensure operational readiness. In addition, the Client Onboarding Director will work closely with the Digital Office to develop streamlined and scalable workflow tools and enhanced executive management reporting.
 

Your Primary Responsibilities:

• Re-design and oversee improvements to the client onboarding experience including both the technical enhancements and operational process improvements
• Responsible for developing standards, enforcing best practices, and implementing process improvements to create efficiencies and oversee management testing controls
• Design and/or enhance client facing documentation and website/portal touchpoints to ensure fit for purpose
• Oversee client onboarding experience, managing survey results, collecting feedback and driving improvements
• Meet regularly with Product Management and other stakeholders to anticipate changes needed to support upcoming business trends and/or new client types
• Accountable for ensuring that all services fulfilled by the team are of the highest quality and delivered in an efficient manner, resulting in timely revenue recognition and exceptional customer satisfaction
• Collaborate with cross-functional onboarding teams to ensure efficiencies and quick turn-around time
• Create an environment that promotes teamwork, innovation, global mindset and individual accountability
• Ensure procedures, user guides and controls are accurate and maintained
• Track performance metrics and escalation data to enhance the control environment
• Capable of managing client onboarding teams and making personnel decisions
• Additional ad hoc responsibilities may be required
• Mitigate 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. **

Qualifications:

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

The salary range is indicative for roles at the same level within DTCC across all US locations. Actual salary is determined based on the role, location, individual experience, skills, and other considerations. 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.