Client Connectivity Services Director

Are you ready to make an impact at DTCC?

DTCC protects and advances global financial markets with resilience and innovation. Our refreshed Mission is to create opportunities for clients and the industry to grow by safeguarding and advancing the markets; our Vision is to lead the advancement of the global financial markets as the most influential, strategic and tech‑focused partner. We foster a thriving internal community and are committed to creating a workplace that enables employee success.

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:

Client Connectivity Services (CCS) is a key operational function within DTCC Enterprise Client Operations (ECO) and plays an integral role in onboarding clients to DTCC products and services. The Director oversees the team responsible for gathering client requirements and coordinating alternatives to web-based connectivity set up, including network provisioning and authentication, data-delivery configuration, and ongoing support for connectivity lifecycle events.
CCS operates as a global organization with leadership and operational teams distributed across multiple regions. This role has primary responsibility for US-based employees while partnering closely with peer leaders across EMEA and Asia-Pacific to deliver a consistent global client experience, drive operational excellence, and support enterprise-wide objectives. The role requires effective collaboration across Operations, Product, and Technology teams to define business problems, articulate operational needs in clear business language, and help shape solutions that meet client and organizational objectives.
 

Your Primary Responsibilities:

• Translate organizational goals into specific objectives and key results (OKRs) for the function. Provide input to functional strategy and lead its development and execution.
• Create and maintain a comprehensive Book of Work with clearly defined scope and timelines, supported by status dashboards and executive reporting to track progress and ensure accountability. Drive the successful adoption of new operating models, technologies, and process changes by maintaining operational readiness, managing risk, and minimizing client impact.
• Anticipate resource requirements and ensure the function is operationally ready to support new requirements and product offerings.
• Conduct capacity planning assessment and make recommendations on staffing levels and locations.
• Regularly review and refine KPIs and KRIs to improve the client experience. Review client feedback, identify knowledge gaps, and determine training needs.
• Define and apply management reporting and performance metrics to monitor team and individual performance against established objectives.
• Conduct talent reviews, develop high-potential employees, and drive capability development, succession planning, and cross-training initiatives to strengthen organizational resilience and sustain high performance.
• Champion the strategic adoption of AI and continuous improvement practices to optimize productivity, strengthen operational controls, and elevate the client experience.
• Ensure that internal and external documentation, procedures, and user guides are accurate and current, and that the team adheres to established requirements. Mitigate risk by identifying key errors and demonstrating strong ethical judgment.
• Ability to partner effectively with Technology, Product, and Operations teams to identify operational challenges, define clear problem statements, and translate technical concepts into business-focused language for clients and senior stakeholders.
• Drive audit review readiness and represent the function in internal and external audits
• Develop controls and monitor adherence to risk management protocols, including management testing of key controls.
• Own the function’s Business Continuity Plans and coordinate operations and client support effectively during a crisis.
• Collaborate with other functions and departments to implement process efficiencies and improve the client experience.
• Exemplify enterprise leadership and accountability by driving cross-functional collaboration, resolving complex issues, and representing the function in senior stakeholder meetings and external client forums
• Provide site leadership for the ECO employees in the Tampa Office. Plan and deliver site specific updates and drive employee engagement.
• Support critical off-hour escalations for emergency business needs 
• Additional ad hoc responsibilities may be required

Qualifications: 

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

Talents Needed for Success:

• Experience in leadership/people manager roles; preferably in a multinational environment
• Outstanding stakeholder management, communication, and change leadership; able to chair councils and publish concise progress updates for senior forums.
• Change Agent
• Stays current on changes in his/her own specialist area and seeks learning opportunities to ensure knowledge is up-to-date
• Builds collaborative teams across the organization.
• Communicates openly keeping everyone across the organization informed.

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.