Position Summary : The Client Experience Business Lead will partner with the Business and Technology teams to define the process and interfaces which support the client lifecycle at DTCC.
The client lifecycle includes all client touchpoints from the initial request to onboard a product or service as well as updates and off boarding.
This individual will partner with stakeholders including product management, operations, sales and solution delivery and most directly with the onboarding and process improvement teams to build a strategy around the tools supporting the processes and teams.
Specific Responsibilities :
Lead the effort to design and drive the strategy around UX implementation of the client Lifecyle.
Define the workflow for new client acquisition and lifecycle client request in accordance with business requirements, tool strategy and other related projects.
Ensure alignment across teams on a consistent use of tools in line with defined strategy.
Work with application development and application product owners to ensure a complete understanding of technical capabilities.
Act as an intermediary between the operational, onboarding and client facing teams to coordinate shared solutions.
Play an instrumental role as part of the Finance organization, in maximizing the value of the tools and improving client experience.
Identify areas for improvement in utilization of the tools and guiding their implementation.
Ensure that teams are able to leverage the tools to support their business as usual process in parallel with planned improvements as part of the overall onboarding strategy.
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.
Minimum of 7 years of related experience in workflow analysis and / or business analysis around the client lifecycle and related areas.
Bachelor's degree preferred with Masters or equivalent experience
Strong technical knowledge and 5 or more years of experience with business process management tools is required. IBM BPM or OpenText (Metastorm) is preferred.
Solid understanding of Customer Relationship Management (CRM) and tools. Working knowledge of Salesforce.com is preferred.
Experience with digital signature tools such as Docusign.
Ability to coordinate efforts across teams with competing priorities.
Financial Services experience highly preferred.
Ability to work on multiple initiatives.
Flexibility in shifting focus as a result of strategy changes.
Excellent oral and written communication skills within all levels of the organization.
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.