Workflow Supervisor Senior Associate (Client Account Services) in Wrexham

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 are committed to helping our employees grow and succeed. We believe that you have the skills and drive to make a real impact.

Enterprise Services comprises multiple business platforms including Client Services, Enterprise 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 standard methodologies.

Pay and Benefits:

• Competitive compensation, including base pay and annual incentive
• Comprehensive health and life insurance and well-being benefits
• Pension
• 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:

The Workflow Supervisor Senior Associate is responsible for driving operational excellence and overseeing and managing daily operations within the department. This role involves overseeing daily workload operations, ensuring task coordination, and optimizing workflow processes. The Workflow Supervisor Senior Associate creates a well-organized work environment that supports the team to take ownership of their tasks, encourages innovation, and drives continuous process improvement initiatives. They track performance metrics, analyze productivity, and report to upper management. Additionally, the Workflow Supervisor Senior Associate provides guidance and training, maintains quality assurance, and resolves workflow issues as an escalation point. They also ensure compliance with department procedures and maintain records of processes, performance, and training activities.

Your Primary Responsibilities:

• Lead a medium to large team of Client Account Services resources
• Be a “player/coach” by supporting client inquiries, document management, and system-of-record changes for certain high-complexity and highly important client lifecycle activities while also performing quality and validation checks on the work done by the team
• Be a “go-to” resource for more junior Client Account Services team members by providing effective guidance and feedback
• Lead all performance management lifecycle activities for direct reports, including quarterly check-ins and year-end evaluations
• Act as a lead partner with various internal teams to ensure that all onboarding and lifecycle activities occur seamlessly and meet stakeholder expectations
• Perform quality checks on the various anti-money laundering (AML) and know-your-customer (KYC) validations conducted by the team to support new onboardings and regular refreshes
• Compile reporting from multiple sources for use by internal stakeholders, senior leadership, and auditors/regulators
• Represent Client Account Services on new product initiatives that intersect with client account onboarding and lifecycle processes

Experience:

• Successfully leading a team, including setting team goals, evaluating performance, and enhancing existing processes
• Ability to function in a fast-paced, high-pressure client-facing environment
• Pay close attention to detail with a knack for identifying process and operational risks
• Ability to work independently with strong critical thinking and problem-solving skills
• Ability to collaborate effectively to get things done, building and nurturing strong relationships both with internal partners and clients
• Strong technical skillset, including the mastery of DTCC’s CRM tool (Salesforce), back-end systems, etc.
• Aligns risk and control processes into day to day responsibilities to monitor and mitigate risk; escalates appropriately

Qualifications:

• Minimum of 4 years of related experience
• Bachelor's degree preferred or equivalent experience

Talents Needed for Success:

• Strong time management and organizational skills
• Excellent communication and interpersonal abilities
• Proficient in data analysis and performance metrics
• Proficiency in workflow management tools such as SalesForce, BPM, Power BI/Automate, Appian, etc.
• Flexibility to respond to changing project requirements, client priorities, and organizational standard processes

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.