Client Experience Senior Associate

Job title:

Client Experience Senior Associate

Company

DTCC

Job description

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. 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 Enterprise Project Management Office (EPMO) is responsible for ensuring that business-sponsored programs and projects are planned, managed and governed in a consistent and disciplined manner, with a focus on high quality execution and client experience. A Project Manager in the EPMO is responsible for managing key projects for the duration of the project life cycle for DTCC businesses. The position requires an experienced professional with the right mix of relevant experience and skills, an ability to flex between the strategic and the tactical, outstanding verbal and written communication skills, and a high level of energy and flexibility to get things done and thrive in a fast-paced, team-oriented product development environment.Your Primary Responsibilities:This role requires the candidate to work within an Enterprise Agile Squad that’s focused on improving the client experience pre and post all product or technical changes defined within the RDS Book of Work covering mainly GTR products and services. The squad has two embedded product owners that work full time delivering the squads mandate, along with other cross functional SMEs that participate in the squad deliveries on a roll-on, roll-off basis.Your Primary Responsibilities:

• Industry Calls – delivering a standard, consistent approach for all jurisdictional releases with a structured industry call in partnership with the Product organization. Covering project roadmaps with clients and loading supporting materials into the client Learning Center. Coordination with key stakeholders ranging from the various Product, Onboarding, Connectivity, Learning. Presenting best-practice guides, query trends & top rejections to the industry during the UAT phase of major projects. Reviewing and maintain participant lists to eliminate the risk of non-clients attending calls. This will also include managing registration links for new clients to sign-up to the industry calls.
• Training – Coordinate training for Support & extended client facing teams prior to sending any client communications. Consolidation of feedback across regions, addressing knowledge gaps and additional training as and when required. Producing Q&A materials derived from internal training sessions and production of FAQs for clients with links to the learning center. Consolidation of all trainings and recordings into a single location managed by the CX squad.
• Test Scripts – Creation of test scripts for Support teams to test scenarios as a client in order to be better prepared post project go live & put themselves in the client’s shoes. Assist testers to become SMEs and pass on their knowledge to the rest of the team.
• Knowledge Creation – spot query trends from client interactions. Use of Pigeonhole as a single point of reference for Industry calls & funneling all questions into a central entry point from which to build content. Circulation of minutes & Q&A materials. Systematic Knowledge articles created for internal stakeholders & clients from queries raised. Inclusion of important Projects messages onto the Portal and Salesforce auto generated email cases for extended projects awareness.
• Internal Reporting – Internal Reporting on Client Experience Squad deliverables to each PMT providing transparency to the Tribe Lead on firm’s registration to industry calls, attendance, Q&A themes. Reporting on data submitter firms attending project calls. Production of key metrics (specific for each release) pre and post release.
• Aligns risk and control processes into day to day responsibilities to monitor and mitigate risk; escalates appropriately

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

• Minimum 6 years of related experience
• Bachelor’s degree (preferred) or equivalent experience

Talents Needed for Success:

• Proficient with MS Office suite (e.g. Excel, Word, PowerPoint)
• Proficient with project management tools (e.g. MS Project, HP PPM, Jira)
• Ability to work under pressure, particularly, during and following a crisis
• Ability to work in a fast-paced environment, adapt to shifting priorities, and collaborate well across teams

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.About Us:DTCC safeguards the financial markets and helps them run efficiently, in times of prosperity and crisis. We are uniquely positioned at the center of global trading activity, processing over 100 million financial transactions every day, pioneering industry-wide, post-trade solutions and maintaining multiple data and operating centers worldwide. From where we stand, we can anticipate the industry’s needs and we’re working to continually improve the world’s most resilient, secure and efficient market infrastructure. Our employees are driven to deliver innovative technologies that improve efficiency, lower cost and bring stability and certainty to the post-trade lifecycle.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.Learn more about Clearance and Settlement by .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.

Expected salary

Location

London

Job date

Wed, 26 Feb 2025 08:09:40 GMT

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