Director, Member Services

OCC • Chicago, IL

17h • $152,600 - $199,900 • Hybrid

About The Position

This role's primary responsibility is to direct the team responsible for maintaining exceptionally high levels of client satisfaction by enhancing the Clearing Member’s experience with clearing their existing and new products. The role must possess a thorough understanding of OCC’s products, systems, and processes as well as a broad understanding of the industry as a whole. The role directs and oversees the team that provides daily support to members related to operational questions or issues which includes research and analysis of trade and position data. The role is expected to work independently with initiatives and define, quantify and analyze relationships to ensure each firm’s operational requirements are met as they relate to their membership at OCC. This role is responsible for directing professionals in writing documentation and training Clearing Members on operational processing, services and system capabilities. The role is accountable for the team that is the main interface between the Clearing Members and all internal parties in preparation for new functionality and new products introduced into production. This role is accountable for ensuring compliance with all policies and procedures.

Requirements

• Previous options/financial industry background required
• Analytical abilities
• Excellent organizational, verbal, communication and writing skills
• Comprehensive analytical, conceptual and problem-solving abilities
• Ability to manage and prioritize assignments and respond to rapidly shifting priorities
• Acts with increasing independence and displays significant business acumen and process knowledge
• Expert team management and development skills
• Microsoft Office proficiency especially proficient in PowerPoint, Excel, and Word
• Bachelor’s Degree in business
• 10+ years of experience
• Experiencing leading teams

Nice To Haves

• Masters degree

Responsibilities

• Direct the activities of the team maintaining relationships with all clients
• Ensure team is equipped to respond to complex inquiries and resolve problems independently through explanation of facts and details; explain trade processing and clearing, corporate actions, data transmission technical specifications, etc.
• Has demonstrated solid understanding and skills in OCC cleared products and systems with the ability to apply that knowledge and skills to a range of standard and non-standard situations
• Ensures team effectively interprets clearing member needs, assesses requirements and identifies solutions to non-standard requests
• Manages on-boarding and business expansion processes, working closely with the applicant’s executive team and other OCC departments to ensure a successful onboarding.
• When needed, works with Clearing Member to make sure solution meets their needs
• Has a solid understanding of client businesses across numerous OCC memberships
• Represents OCC in Industry working groups, conferences
• Lead OCC Projects, ensuring market participant needs are considered
• Directs one or more teams that gather and analyze pertinent information about Clearing Member’s business in order to anticipate the needs of the members and increase the Clearing Member satisfaction
• Directs procedures for clients’ visits by leading meetings with senior management at clients’ offices
• Reviews analyses of member performance and works to develop recommendations for improvement
• Participates in audits and remediates findings and observations in areas of responsibility.

Benefits

• A hybrid work environment, up to 2 days per week of remote work
• Tuition Reimbursement to support your continued education
• Student Loan Repayment Assistance
• Technology Stipend allowing you to use the device of your choice to connect to our network while working remotely
• Generous PTO and Parental leave
• 401k Employer Match
• Competitive health benefits including medical, dental and vision

What This Job Offers

• Job Type: Full-time
• Career Level: Director