Job Description

Pay and 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.
• DTCC offers a flexible/hybrid model of 3 days onsite and 2 days remote (onsite Tuesdays, Wednesdays and a third day unique to each team or employee).

The Impact you will have in this role:

Asset Servicing Operations (ASO) executes corporate actions and related issuer services, ensuring accurate, timely and compliant processing while supporting modernization and enhanced client service across DTCC's asset servicing platforms.

This role sits within Income Processing Operations and Asset Services Client Services, a core pillar of ASO focused on the delivery of timely, accurate income event processing and a consistent, high-quality client experience. The team provides client support for Asset Services products, serving as a primary point of contact for client inquiries and escalation management.

In this role, you will support DTC Asset Services clients by providing responsive, high-quality inquiry support across multiple channels, including telephone, Salesforce and the MyDTCC web portal. You will partner closely with Operations teams, agents and internal stakeholders to ensure issues are researched thoroughly, resolved accurately and tracked through to completion.

As part of Corporate Actions / Asset Services Client Support, you will act as a central point of coordination for Asset Services escalations, supporting effective issue identification, case management and communication with clients and relationship managers. In addition to day-to-day client support, this role is expected to drive continuous improvement, identifying opportunities to optimize processes, enhance client outcomes and improve operational efficiency through effective use of data, automation and emerging AI-enabled tools. Through strong collaboration, attention to detail and a client-centric mindset, this role helps strengthen client relationships while supporting risk mitigation, innovation and ongoing transformation across Asset Servicing Operations.

Your Primary Responsibilities:

• Performs oversight of day-to-day processing activities, including exception resolution, achievement of metrics and benchmarks, adherence to controls, audit follow-up, compliance, and risk management activities.
• Makes well-informed, effective, and timely decisions, using available data, perceives the impact and implications of decisions. Holds self and others accountable for measurable high-quality, timely results.
• Understands, applies principles, procedures, requirements, regulations, and policies related to specialized business functions. Supports, drives continuous improvement for process and procedures; ensures procedures are continually followed and updated.
• Articulates and presents complex or technical information clearly and effectively to stakeholders and/or non-technical colleagues, in both small and large group settings.
• Oversees performance management by developing, and coaching team. Strong talent evaluator with a focus on development of others to perform by providing ongoing feedback and by providing opportunities to learn through formal and informal methods.
• Uses subject matter expertise to review and enhance the control environment and identify and implement process improvements.
• Builds and maintains strong relationships with internal and external stakeholders to facilitate issue resolution, process improvements, and risk reduction. Takes a lead role on department projects and initiatives.
• Implements short- and medium-term strategy and ensures execution of divisional goals at a department level.
• Oversees development of training plans and delivery to meet staff development targets.
• Mitigates risk by following established procedures and monitoring controls, spotting key errors and demonstrating strong ethical behavior.

Qualifications:

• Minimum of 8 years of related experience
• Bachelor's degree preferred or equivalent experience

Talents Needed for Success:

• Highlights the expected benefits of new actions and strategies to help others overcome fears of change.
• Fosters a culture where honesty and transparency are expected.
• Proactively seeks feedback from others on his/her own performance.

The salary range is indicative for roles at the same level within DTCC across all US locations. Actual salary is determined based on the role, location, individual experience, skills, and other considerations.

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About the Team

Enterprise Services comprises of multiple business platforms including Client Services, Global Business Operations, Business Architecture, Data Strategy and Analytics, and Digital Services, which report into the Chief of Enterprise Services.

These grouped platforms enable the business to optimize delivery for clients, generate efficiencies and resilience, and enable consistency in the business digitization strategy, processes and end-to-end best practices.