Client Operations Technical Account Manager

Are you ready to make an impact at DTCC?  

Do you want to work on innovative projects, collaborate with a dynamic and supportive team, and receive investment in your professional development? At DTCC, we are at the forefront of innovation in the financial markets.  We're committed to helping our employees grow and succeed. We believe that you have the skills and drive to make a real impact.  We foster a thriving internal community and are committed to creating a workplace that looks like the world that we serve.

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:

Being a member of the Enterprise Client Operations team, the Technical Account Manager (TAM) role is responsible for owning the technical relationship with major high volume clients with complex, multi channel connections to DTCC products and services.  They work directly with assigned clients to understand and document their technical infrastructure and strategies, coordinate the implementation of DTCC’s Clearing and Securities Services solutions and subsequent migrations and continually strive to optimize the use of the solutions.  The TAM partners with the client account team to improve the client/partner experience by means of a thorough understanding of their platforms and strategies to allow for improved ability to understand new service and migrations impacts and recommend improvements.  Expectations include an ability to build rapport and develop relationships with internal and external partners to identify and gain agreement of client needs. The role leverages these relationships to help understand client infrastructure and manage their expectations and utilizes strong project management skills to manage implementation activities and resources and ensure targeted completion dates are achieved.  

Your Primary Responsibilities:

• Accountable for analyzing, documenting and communicating internally client’s technical infrastructure as it relates to Clearing & Securities Services solutions.  This includes creating and maintaining workflow diagrams and documenting the interfaces by cataloging what the client supports from a message and functionality standpoint.

• Message protocols typically cover current Mainframe set-up to future state MQ and SFTP channels.  

• ISO 20022 message formats

• Modernized business rules for clearing and settlement workflows

• Identify, document and lead efforts to implement process or technical improvements to client’s use of Clearing & Securities Services solutions

• Identify technology areas for improvement to help improve delivery and drive these through with Product and Technology.

• Assess and manage impacts of all Clearing & Securities Services technology changes that could impact the client by understanding the client technology agenda.

• Work closely with the Chief Client Office to provide pre-sales support and project scoping.

• As the project manager and business analyst when applicable, manage project to implement or migrate Clearing & Securities Services solutions ensuring all deliverables meet established quality standards and client/partner expectations. 

• Act as the primary client/partner point of contact for the project and accountable for project success and the resolution of all issues that arise during the project life cycle.

• Elicit requirements using interviews, document analysis, requirements gathering meetings, workflow analysis and develop recommendations based on experience gathered from past client/partner engagements.

• Identify project success and the resolution of all issues that arise during the project life cycle.

• Provide technical and business support and execute work plan activities associated with the project and testing of Clearing & Securities Services solutions.

• Responsible for maintaining all documentation and detailed notes related to the project.

• Monitor client/partner progress during initial production rollout and successfully handover to production support teams.

• Set realistic deadlines for delivery and lead regular project status meetings to provide updates.

• Facilitate communication and collaboration among Clearing & Securities Services business partners e.g. Chief Client Office, Product Management, Enterprise Client Operations.

• Oversee changes that have come about due to merger activity.

• Act as escalation point for the client/partner.

• Communicate the impact of an outage with technical contacts at the client/partner and guide them on invoking their business continuity plans.

• Make recommendations to Product Management for enhancements to products identified during client/partner interaction.

• Prepare Statements of Work describing project scope, assumptions, deliverables and estimated hours/schedule for project.

• Manage and approve internal resource time to agreed SOW for each assigned project and issue addendums where required.

• Communicate proactively and regularly with management regarding project status.

• Successfully manage multiple technical relationships and projects simultaneously.

• Assist with other miscellaneous duties as requested by the management.

**NOTE: The Primary Responsibilities of this role are not limited to the details above. **

Qualifications:

• Minimum 7 years of related experience

• Bachelor's degree required

Talents Needed for Success:

• Demonstrated project management and application integration skills required.

• Demonstrated problem-solving capability and analytical skills.

• Ability to communicate information clearly and succinctly to technical/non-technical colleagues and client/partners.

• Ability to work independently and effectively as part of a team.

• Knowledge or experience using Clearing & Securities Services services desirable.

• Ability to prioritize and handle multiple client/partners, tasks and projects concurrently.