Careers

Client Service Analyst

Business Unit Description

The Repository Derivatives Services (RDS) Client support functions provide global client support for two platforms – GTR (Global Trade Repository) and TIW (Trade Information warehouse)
GTR is a trade repository providing industry solution for Over the Counter (OTC) Derivatives and Exchange Traded Derivatives (ETD). GTR supports all asset classes – Rates, Credit, Foreign Exchange, Equity and Commodities reporting as well as Collateral and Valuation reporting. The GTR spans three continents, enabling users to meet their regulatory reporting obligations across the globe, in an open, cost effective and efficient manner via a single platform. It is essential for managing systemic risk and providing regulators with unprecedented transparency into the market. TIW provides payment calculation, settlement, post trade event processing and public reporting for Credit Default Swaps.
Position Summary:

This role is a client support function that focuses on resolving client queries for RDS products. The key objectives is to complete detailed investigation analysis on UAT & Production environment to provide effective & efficient solutions to client reporting obligations; and to provide regulatory reporting guidance on RDS systems and functional requirement. Client queries vary from submission, exception and post trade event management, billing and positions reconciliation process. The role acts as single point of contact for client to RDS and is expected to coordinate necessary action and resolution with internal teams such as relationship managers, Product & release management, as well as risk management. 
The role also requires collaboration with global RDS teams to ensure client queries are resolved in a timely manner. Global collaboration is one of the DTCC key values in diversity and inclusion culture.

Specific Responsibilities

•	Manage and troubleshoot incoming client queries receive via RDS platform, emails and hotline 
•	Monitor and track client queries though client case management tools, and maintain accurate case management requirements 
•	Accountable for analyzing, tracking and communicating updates and resolution to clients in a timely manner and achieve business client service targets.  
•	Coordinate and provide appropriate response to clients by interacting with various internal teams: product management, relationship management, and technology teams.
•	Collaborate with squad members to be able to provide end to end support to deliver high level of client experience 
•	Coordinate and disseminate client notifications with relevant business and management approval to inform of system downtimes, service disruptions or proactive client outreach.
•	Participate proactively in team/squad/tribe meetings, identify and suggest process improvements that increase organizational efficiency and maximize client experience. 
•	Identify knowledge and training needs and facilitate training delivery.
•	Actively engage and improve knowledge database using Knowledge Centered Service (KCS) by creating and/or modifying knowledge articles.
•	Assists management with automation/product development functions and in system testing as needed 
•	Lead project implementation and testing for new releases impacting clients
•	Aligns risk and control processes into day to day responsibilities to monitor and mitigate risk; escalates appropriately any potential incidents.
•	Provide ad-hoc support to fulfill businesss and function’s goals and objectives 


TIW activities will include:
•	Monitoring and ensuring end-of-day settlement instructions for Credit default swaps calculated by TIW.  
•	Perform verification of periodic DTCC published data.
•	Ensures strict adherence to procedures and critical time frames. Performs and monitors day-to-day processing activities related to the control functions.


Leadership Competencies for this level include:
•	Accountability: Demonstrates reliability by taking necessary actions to continuously meet required deadlines and goals.
•	Global Collaboration: Applies global perspective when working within a team by being aware of own style and ensuring all relevant parties are involved in key team tasks and decisions.
•	Communication: Articulates information clearly and presents information effectively and confidently when working with others.
•	Influencing: Convinces others by making a strong case, bringing others along to their viewpoint; maintains strong, trusting relationships while at the same time is comfortable challenging ideas.
•	Innovation and Creativity: Thinks boldly and out of the box, generates new ideas and processes, and confidently pursues challenges as new avenues of opportunity.


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