GOCS Prod Ops Admin Specialist

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Business Unit: Global Operations and Client Services 
Department:  Product Operations (Global Entitlements Management)
Job Family: Client Operations
Job Activity: Client Service Delivery
Job Title: GOCS Prod Ops Admin Specialist
Corporate Title: Senior Analyst
FLSA Code (US Only): Exempt
People Manager: No

Business Unit Description : 

The Global Operations, Client Services & Administration group delivers world-class safety and soundness for the global financial services industry. The team provides DTCC’s portfolio of core securities and superior transaction processing and client services support in an environment that minimizes risk and cost while maximizing efficiency.

Position Summary : 

As a member of the Product Operations team, the Product Operations Administrator handles internal and external customer requests related to access control to ITP applications. Expectations include an ability to effectively communicate ideas, build rapport and develop relationships with internal partners, manage partners (client) expectations, technical expertise and attention to detail.

Specific Responsibilities:
  • Take ownership of requests received via CRM queues and through web form input.
  • Handle client requests in accordance with established processes and procedures.
  • Complete required tasks to create, modify or delete client and user profiles for all ITP services using a combination of web-based and command-line tools.
  • Respond to client requests within predefined service level agreements (SLAs).
  • Recognize high priority situations and take appropriate escalation action following predefined criteria.
  • Liaise with other ITP associates globally to facilitate fast and effective set-up implementation of new clients.
  • Acquire and maintain current knowledge of relevant product offerings and procedures.
  • Facilitate cooperation among ITP associates to reduce resolution delays and frustration for client.
  • Adhere to Product Operations processes and procedures. 
  • Other miscellaneous duties as deemed necessary by the Team Lead or Manager.
  • Aligns risk and control processes into day to day responsibilities to monitor and mitigate risk; escalates appropriately
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.
  • Strong verbal and written communication skills
  • Ability to work independently and effectively as part of a team
  • Ability to effectively manage client expectations and concerns 
  • Must be professional, dedicated, detail-oriented and have excellent follow-through
  • Good organizational and time management skills
  • Ability to prioritize and handle multiple tasks concurrently
  • Must be self-motivated and willing to expand skills and knowledge
About DTCC:

With over 40 years of experience, DTCC is the premier post-trade market infrastructure for the global financial services industry. From operating facilities and data centers around the world, DTCC automates, centralizes, and standardizes the processing of financial transactions across the trade lifecycle and mitigates risk for thousands of institutions worldwide.

At DTCC we value on our clients' interests and partner to deliver superior results with excellence and innovation and lead with integrity. We proactively develop your potential and invest in your career.

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