Operational Client Relationship Management Associate Director

DTCC • Jersey City, NJ

9d • Hybrid

About The Position

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. An Operational Client Relationship Manager is to be a trusted strategic advisor to our clients, partnering to analyze their use of our products and services to provide more efficiency and value resulting in a greater client experience and revenue generation. The individual which fills this role will begin the process of identifying key performance metrics to identify trends and efficiency opportunities for our key relationships. The OCRM manager will begin to create, track and provide client centric service metrics utilizing snowflake and other data base platforms to form metrics for client observations and trends related to Risk, Settlement and Billables. The role requires a consultative mindset where the individual develops relationship with specified clients at various senior levels within the organization. They are expected to uncover various information by consulting with the client to better understand their particular use of our products and services. This information can create new opportunities to expand DTCC's partnerships and to stay abreast of the current market trends for the client segment supported; this includes investment managers, hedge funds, broker/dealers, outsourcers and custodians. We look to create a simplified data driven approach which we can replicate in order to provide added value and efficiency. The role requires a significant level of internal collaboration to communicate your client's needs. This includes coordination with our Data, Risk , Product, Global Operations and Client Service teams.

Requirements

• Minimum of 8 years of related experience
• Bachelor's degree preferred or equivalent experience
• In-depth knowledge of securities industry and business applications for banks, brokers, investment managers, etc., including knowledge of trade capture, clearance and settlement systems, asset servicing & securities processing, related technology, service bureaus, data vendors, and other partners.

Responsibilities

• Planning - Displays strategic understanding of clients’ business priorities and market segment to define how to match their needs with DTCC products, services and other corporate objectives / initiatives.
• Relationship Building - Builds and cultivates client relationships across the most senior levels of client management to expand product & service utilization
• Collaboration – Works effectively with senior management across functions and internal teams to understand & deliver on enterprise and / or client objectives.
• Information Sharing – Communicates client and industry insights through call reports and other tools and escalates information, as warranted, with appropriate Executive Management.
• Client Service - Acts as client “advocate” and escalates issues / concerns as warranted to management to ensure client needs are being appropriately addressed
• Mitigates risk by following established procedures and monitoring controls, spotting key errors and demonstrating strong ethical behavior.

Benefits

• 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.

What This Job Offers

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