Operational Client Relationship Management Associate Director

DTCC • Jersey City, NJ

1d • 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.

Being a member of the Operational Client Relationship Management team, 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. This requires a consultative mindset to develop relationship with specified clients at various senior levels within the organization. This role blends strategic client relationship management with hands-on operational engagement, requiring you to understand client priorities, advocate internally, and partner across teams to improve the overall client experience. You will work closely with clients to understand how they use DTC, NSCC, and Institutional Trade Processing products, including CTM, ALERT, and TradeSuite, while identifying trends, service opportunities, risks, and efficiencies through client conversations, internal insights, and data-driven observations. The ideal candidate brings strong DTC/NSCC operations or ITP experience, can speak credibly about post-trade workflows, and enjoys building trusted relationships with both clients and internal stakeholders.

Requirements

• Minimum 8 years of related experience
• Bachelor’s degree (preferred) or equivalent experience
• Experience in relationship management, client service, operations, product, or a related post-trade financial services function
• Strong understanding of DTC, NSCC, post-trade operations, settlement, risk, asset servicing, securities processing, or related client workflows preferred
• Experience with Institutional Trade Processing products, including CTM, ALERT, TradeSuite, or related platforms, is highly valued
• Demonstrated ability to work across internal teams, navigate complex organizations, and influence outcomes without direct authority
• Strong client-facing communication skills, with the ability to speak clearly and credibly about operational topics, client needs, and business priorities
• Ability to balance strategic relationship management with hands-on operational follow-through
• Knowledge of securities industry participants, including banks, brokers, investment managers, custodians, outsourcers, service bureaus, data vendors, and other market infrastructure partners
• Deep curiosity about how clients use DTCC products and services, with the ability to translate client feedback into actionable insights
• Strong operational mindset, with the ability to understand detailed workflows, identify trends, and connect issues to broader client or enterprise priorities
• Excellent relationship-building skills, both externally with clients and internally across business, operations, product, risk, data, and service teams
• Ability to navigate modernization initiatives and internal workgroups while keeping the client perspective front and center
• Strong verbal and written communication skills, including the ability to prepare for client meetings, document client insights, and escalate information appropriately
• Consultative approach with the ability to ask thoughtful questions, uncover client needs, and identify opportunities to improve service value
• Comfort operating in a role that may shift between operational issue management, strategic client engagement, internal advocacy, and data-driven analysis

Responsibilities

• Serve as a Relationship Manager for assigned DTC and NSCC members, supporting both operational needs and strategic client priorities
• Build trusted relationships with clients across appropriate levels of their organization, developing a strong understanding of their business, operating model, and use of DTCC products and services
• Act as an internal advocate for clients by coordinating across Operations, Product, Risk, Data, Client Service, and other internal teams to address client needs, questions, and escalations
• Participate in internal workgroups and modernization-related discussions to represent client perspectives, track key initiatives, and help ensure clients are prepared for business and operational changes
• Support client discussions related to DTCC services, product usage, operational readiness, service efficiency, risk, settlement, billing, and data-driven opportunities
• Partner with clients to understand their use of DTC, NSCC, and ITP products, including CTM, ALERT, and TradeSuite, and identify opportunities to improve adoption, efficiency, and service value
• Prepare for and conduct client meetings, including business reviews, operational discussions, issue follow-ups, and strategic conversations about client priorities and DTCC initiatives
• Use available data, reporting, and service metrics to identify client trends, operational observations, risks, and opportunities for improved client outcomes
• Communicate client and industry insights through call reports, internal updates, and other relationship management tools, escalating material information to management as appropriate
• Collaborate with senior management and cross-functional partners to deliver on enterprise, client, and business-line objectives
• Act as a client advocate when issues arise, ensuring concerns are appropriately understood, escalated, tracked, and resolved
• Support occasional domestic client travel, as needed, for client meetings, relationship-building, and business engagement
• Mitigate risk by following established procedures, monitoring controls, identifying potential issues, and demonstrating strong ethical behavior

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Associate degree