Client Support Senior Specialist in London

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
• 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 Trade Information Warehouse (TIW) Operations team as a Client Support Senior Specialist, you will play a pivotal role in ensuring the seamless and accurate post-trade processing of derivative transactions (particularly credit derivatives) in the global marketplace. TIW is the industry’s central repository (or “golden copy”) for credit default swaps and related lifecycle events, and in this role you will help safeguard the integrity and efficiency of these critical operations. You will foster cross-functional collaboration and provide sound analysis to support both internal stakeholders and external clients in resolving complex trade processing inquiries. Derivatives Operations Analysts in TIW Operations are passionate about operational excellence and continuous improvement – proactively identifying opportunities to enhance processes, increase resilience, and reduce risk. The position requires a capable professional with the right mix of technical skills and analytical thinking, as well as the motivation to build on them. This includes an ability to flex between strategic thinking and hands-on execution, strong verbal and written communication skills, and a high level of energy and flexibility to thrive in a fast-paced, team-oriented, client-focused environment. By ensuring operational readiness, regulatory compliance, and exceptional service quality, you will directly contribute to the stability and innovation of the derivatives market infrastructure.

Your Primary Responsibilities:

• Oversee daily TIW operations, including trade processing, lifecycle events, settlements, and reconciliations.
• Monitor settlement activities, investigate exceptions, and ensure timely resolution of issues.
• Analyze complex trade exceptions, operational incidents, and client inquiries across Production and UAT environments.
• Provide client and stakeholder support for production, testing, and onboarding activities.
• Execute UAT testing, validate system enhancements, and support change implementation.
• Coordinate client onboarding and ensure accurate setup of accounts and reference data.
• Maintain operational procedures, controls, and documentation to support compliance and audit readiness.
• Identify process improvement opportunities and support operational efficiency initiatives.
• Partner with Product, Technology, Risk, Compliance, and external vendors to resolve issues and implement changes.
• Collaborate with industry partners, including OSTTRA and CLS, to support trade and settlement processing.
• Utilize JIRA, Salesforce, and reporting tools to manage issues, track metrics, and provide management reporting.
• Support risk management, incident resolution, and adherence to regulatory and control requirements.
• Develop operational metrics, dashboards, and presentations for management reporting.
• Mentor junior team members and contribute to a culture of continuous improvement and collaboration.
• Support projects, industry events, new product initiatives, and other duties as assigned.

Qualifications:

• Minimum of 3 years of related experience in financial services operations, trade support, or a similar field. (Experience in post-trade processing or derivatives operations is a plus.)
• Bachelor’s degree preferred, or equivalent combination of education and experience.

Talents Needed for Success:

• Knowledge of OTC derivatives (especially credit derivatives such as credit default swaps) and their trade lifecycle is preferred but not mandatory.
• A strong willingness and ability to quickly learn complex financial products and processes is essential.
• Understanding of the DTCC TIW ecosystem, including the role of OSTTRA as the primary trade confirmation and submission platform feeding transactions into TIW, and CLS Bank as the central settlement provider for TIW net settlement obligations.
• Familiarity with lifecycle event processing, payment calculations, netting, and settlement workflows is highly desirable.
• Familiarity with trade processing systems or warehouses, reconciliation tools, and workflow/case management systems (e.g., JIRA for issue tracking, Salesforce or similar CRM for client inquiries) is highly beneficial.
• Proficiency in Microsoft Office, particularly Excel (for data analysis) and PowerPoint (for presentations), and comfort with analyzing data sets and generating reports.
• Attention to Detail & Procedure: Adheres to established rules, standard operating procedures, and quality checks when performing work, ensuring accuracy and consistency in a highly regulated environment.
• Accountability: Takes personal ownership to drive work forward. Demonstrates reliability by meeting deadlines and achieving goals with minimal supervision, and promptly following up on outstanding issues until resolution.
• Clear Communication: Presents information clearly and concisely, both in writing and verbally. Able to explain complex technical/operational details in a straightforward manner to small groups or individuals, whether they are internal colleagues or external clients.
• Innovative Mindset: Willingness to constructively challenge existing processes and contribute new ideas or alternative approaches. Thinks “outside the box” to solve problems and improve workflows, while remaining open to feedback and continuous improvement.
• Client & Stakeholder Focus: Understands the needs and perspectives of external clients, internal TIW Operations team members, and key stakeholders across the organization. Strives to provide exceptional service and build trust, balancing the requirements of different groups effectively.
• Global Collaboration: Experience working in or with globally distributed teams. Comfortable collaborating across multiple time zones and remote locations, and appreciative of diverse perspectives. Applies a global perspective when working within a team, ensuring all relevant parties are involved in key decisions and communications.
• Strong Interpersonal Skills: Builds positive relationships at all levels of the organization. Confident interacting with peers, senior management, and external contacts (including regulators and industry participants) in a professional manner. Able to influence outcomes by making a strong case and maintaining credibility, while also being a good listener and team player.
• Adaptability & Resilience: Ability to work under pressure in a fast-paced environment and adapt to changing priorities or unexpected challenges. Remains calm and effective when managing multiple tasks and tight timelines, proactively re-prioritizing as needed.
• Technical Aptitude: Embraces new technology and has a strong technical skillset. Quickly learns and navigates new software applications or tools. Comfortable working with data and systems; able to leverage internal platforms and databases to retrieve information and perform analysis. Familiarity with tools like JIRA, Salesforce, and reconciliation platforms (e.g., DUCO) is a plus.
• Analytical Thinking: Possesses excellent problem-solving and analytical capabilities. Can dissect a complex issue into root causes, identify patterns or anomalies in data, and determine appropriate corrective actions. Uses sound judgment to make decisions, especially in high-volume situations that require quick resolution.
• Continuous Learning: While a background in derivatives or prior exposure to trade operations is beneficial, a demonstrated ability to learn and adapt is most important. Curiosity and enthusiasm for understanding financial products and operational processes will help you quickly gain proficiency and stay ahead of industry changes.

We offer top class training and development for you to be an asset in our organization! We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.