Client Learning

Marketing, Communications & Public Relations
190040 Requisition #
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Business Unit: Chief Client Office
Department:  Marketing and Communications
Job Family: Marketing, Communications & Public Relations
Job Title: Client Learning 
Corporate Title: Associate Director
FLSA Code (US Only): Exempt
People Manager: Yes

Business Unit Description:

The DTCC Learning team develops and delivers engaging and innovative educational programs and reference materials that facilitate the effective use of DTCC services by the financial service industry’s workforce. We provide superior learning solutions that help enhance our clients’ experience, reduce operational risk, drive efficiencies and increase their clients’ satisfaction.

Position Summary:

The Associate Director, Client Learning Manager leads a team of learning and documentation professionals to support the development and maintenance of learning programs that help optimize client usage of DTCC products and services.  This includes overseeing projects involving learner needs analysis, learning asset or documentation design and development, testing/QA, implementation, marketing and tracking. This position partners very closely with the business lines their team supports and manages a number of vendor relationships. 

Specific Responsibilities:
  • Leads cross-functional team in the design, development and maintenance of high quality, multi-faceted synchronous and asynchronous learning and documentation solutions that best meet business line objectives and client learner needs
  • Ensure achievement of strategic objectives and encourage strong engagement and satisfaction
  • Utilizes strong analytic skills to interpret client business needs, translates them into learning objectives and requirements and supports team in identifying and implementing the most effective learning solution formats
  • Applies project management best practices; managing scope and shepherding multiple concurrent projects to completion
  • Acts as learning relationship manager for lines of business and other stakeholders, developing and maintaining positive and productive working relationships and reporting on metrics and outcomes
  • Creates or updates learning and/or documentation assets as needed 
  • Researches trends and builds awareness of latest learning industry trends and best practices in learning technologies, reports to Management on potential benefits and impact to department and drives on-going improvements
  • Mitigates risk by following established procedures and monitoring controls, spotting key errors and demonstrating strong ethical behavior. 
Leadership Competencies for this level include:
  • Feedback: Seeks feedback from others, provides feedback to others in support of their development, and is open and honest while dealing constructively with criticism. 
  • Delegating: Effectively manages tasks and people, taking a practical approach to determine the most effective method of execution while respecting others’ expertise and considering others’ feelings and working styles. 
  • Inclusive Leadership: Values individuals and embraces diversity by integrating differences and promoting diversity and inclusion across teams and functions. 
  • Coaching: Understands and anticipates people's needs, skills, and abilities, in order to coach, motivate and empower them for success.
  • Team Building: Builds teams by quickly establishing relationships and drives a team identity and shared purpose based on diversity of thought, skills and personalities. 
  • Knowledge and experience of DTCC and/or the financial services industry at large
  • 7+ years of instructional design and/or development experience, preferably in financial services 
  • Advanced verbal and written communication skills along with presentation and facilitation skills 
  • Strong understanding of learning and documentation development tools (e.g., Captivate, Articulate, MadCap Flare, PowerPoint, Acrobat Writer, LMS, etc.)
  • Ability to work effectively with all levels of management, staff, clients and vendors and effectively gather, analyze and report on outcome metrics
  • Strong organizational and project management skills including – planning and scheduling, prioritization, issue identification, and resolution/escalation
  • Attention to detail and thoroughness; orientation toward meeting quality standards
  • Bachelor's degree preferred with Masters or equivalent experience
About DTCC:

With over 45 years of experience, DTCC is the premier post-trade market infrastructure for the global financial services industry. From operating facilities, data centers and offices in 16 countries, DTCC, through its subsidiaries, automates, centralizes and standardizes the processing of financial transactions, mitigating risk, increasing transparency and driving efficiency for thousands of broker/dealers, custodian banks and asset managers. Industry owned and governed, the firm simplifies the complexities of clearing, settlement, asset servicing, data management and information services across asset classes, bringing increased security and soundness to financial markets. In 2017, DTCC’s subsidiaries processed securities transactions valued at more than U.S. $1.61 quadrillion. Its depository provides custody and asset servicing for securities issues from 131 countries and territories valued at U.S. $57.4 trillion. DTCC’s Global Trade Repository service maintains approximately 40 million open OTC positions per week and processes over one billion messages per month through its group of licensed trade repositories.

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