Client Account Services Director (1pm-9pm Shift) | Wrexham, UK

DTCC; Wrexham; Hybrid; GBP 75,000 - 95,000; Full time

Job summary

A leading company is seeking a Client Account Services Director to enhance client onboarding processes for various business lines. The role includes team oversight, responsibility for client documentation, AML checks, and ensuring a positive client experience. Suitable candidates will have at least 10 years of experience along with strong communication and management skills.

Benefits

Comprehensive health and life insurance

Pension

Paid Time Off

Flexible/hybrid work model

Qualifications

• Minimum of 10 years of related experience required.
• Proven track record in managing complex client relationships.
• Exceptional verbal and written communication skills.

Responsibilities

• Oversee onboarding documentation, AML, and KYC checks.
• Lead team initiatives and manage operational readiness.
• Develop controls and monitor adherence to risk management protocols.

Skills

Client Relationship Management

Communication

Team Management

Problem Solving

Education

Bachelor's Degree or Equivalent Experience

Job description

Client Account Services Director (1pm-9pm Shift)

Client Account Services Director (1pm-9pm Shift)

Job Description

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.

The Chief Client Office (CCO) is focused on providing a consistent Client Experience across all business lines and geographies, enabling enhanced Client Satisfaction, Revenue Growth and Business Line Success. The CCO function includes Sales, Partners, Relationship Management, Integration, Marketing & Communications and Sales Analytics & Operations.

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 unique to each team or employee).

The Impact you will have in this role:

The Client Account Services (CAS) team plays a key part in the client onboarding process for nearly every DTCC business line, but is primarily focused on non-RDS services (Repository & Derivatives Services). The role involves overseeing a team that works with clients on collecting necessary onboarding documentation, conducts AML (Anti-Money Laundering) and KYC (Know Your Customer) checks and performs account activations, and handles any lifecycle changes to the client accounts within the DTCC internal systems.

Your Primary Responsibilities:

• Translates organizational goals into specific objectives for the function. Provides input to functional strategy and leads the strategic direction. Determines, evaluates, and modifies goals as needed to meet the strategic needs
• Creates and maintains Team Book of Work and foresees resource demand needs. Leads new initiatives and ensures team's operational readiness to support new requirements and product offerings
• Conduct capacity planning assessment and make recommendations on staffing and location
• Continuously revise KPIs and KRIs to maximize client experience. Review regularly client feedback, identify knowledge gaps and training needs
• Utilizes management reports and metrics to track performance of teams and individuals to ensure success in meeting the team's objectives. Performs talent review, develops high potentials and drives high performance
• Ensures procedures and user guides are up to date and the team strictly adheres to them. Mitigates risk by spotting key errors and demonstrating strong ethical behavior
• Drives audit review readiness and represents the function in internal and external audits
• Develops controls and monitor adherence to risk management protocols, including management testing of key controls
• Owns Business Continuity Plans and effectively coordinates operations and client support in the event of crisis
• Ensures any client facing documentation is accurate
• Demonstrates influence and visibility by representing the function in key events with internal and external stakeholders. Connects with initiatives outside immediate function to explore best practices and demonstrate enterprise leadership
• Collaborates with other functions and departments to implement process efficiencies and improve client experience
• Additional ad hoc responsibilities as may be required
• Mitigates risk by following established procedures, spotting key errors and demonstrating strong ethical behavior.

Qualifications:

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

Talents Needed for Success:

• Proven track record in managing complex client relationships with a strong focus on delivering a seamless, client-centric experience through clear expectation-setting and proactive issue resolution.
• Exceptional verbal and written communication skills, with the ability to clearly convey legal and business concepts to a wide range of internal and external stakeholders.
• Skilled at leading through high-pressure situations and ambiguity, ensuring continuity, clarity, and timely resolution during critical incidents.
• Experienced in managing and developing globally distributed teams across all levels of seniority, with a focus on talent development, team cohesion, and performance elevation.
• Adept at guiding cross-functional teams-including senior stakeholders-through complex business challenges and enterprise-level incident response, ensuring alignment and execution across regions.

Note this role comes with an attractive shift allowance of £5500 per annum

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.

About Us

With over 50 years of experience, DTCC is the premier post-trade market infrastructure for the global financial services industry. From 20 locations around the world, DTCC, through its subsidiaries, automates, centralizes, and standardizes the processing of financial transactions, mitigating risk, increasing transparency, enhancing performance and driving efficiency for thousands of broker/dealers, custodian banks and asset managers. Industry owned and governed, the firm innovates purposefully, simplifying the complexities of clearing, settlement, asset servicing, transaction processing, trade reporting and data services across asset classes, bringing enhanced resilience and soundness to existing financial markets while advancing the digital asset ecosystem. In 2024, DTCC's subsidiaries processed securities transactions valued at U.S. $3.7 quadrillion and its depository subsidiary provided custody and asset servicing for securities issues from over 150 countries and territories valued at U.S. $99 trillion. DTCC's Global Trade Repository service, through locally registered, licensed, or approved trade repositories, processes more than 25 billion messages annually. To learn more, please visit us at www.dtcc.com or connect with us on LinkedIn, X, YouTube, Facebook and Instagram.

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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About the Team

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.

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